MSP Integration Setup

This section includes a recommended setting for the supported MSP systems. Configuring N-able™ Configuring Level Platforms™ Managed Workspace™

N-able™ N-central™

When working with alerts in N-able™, you should set up N-central™ according to the version you use:

Using N-able™ N-central™ version 6 or later
In order for the Commit Email Connector to identify the CommitCRM Account for the incoming N-central Email notification, you should include the External Customer ID field in the email notification Subject. The External Customer ID in N-central will be used to store the parallel CommitCRM Account' RecordID per customer.

To do this, customize the N-central Email template for notifications to include the External Customer ID in the email subject automatically.

See more details in Using N-central™ version 6 or later

Using N-able™ N-central™ versions older than 6
When using older versions of N-central, you may consider two alternative options for setting up the email alerts in order for the Commit Email Connector to analyze them correctly.

Option 1
For the Commit Email Connector to identify the customer for the incoming email alert, the customer's ID must be in the email subject. For each customer, hard-code the CommitCRM Account's Record ID in the email template subject so the Email Connector will be able to detect the Account when processing the email.

Option 2
This option allows setting the customer's email address as the "From" email address of the incoming alert and use it as the customer's identifier for the Commit Email Connector. Set the alert's "From" email address per customer to contain the customer's email address (as it has been entered in Commit). You can then teach the Commit Email Connector to detect these alerts and open Tickets for the Account in CommitCRM based on the "From" email address.

This option requires your N-able™ server to allow relay in order for it to be able to send emails which will "originate" from the customer's email address. If your servers do not support relay, you should use the first option.

See more details under Using N-central™ versions older than 6

Using N-central™ version 6 or later

In order for the Commit Email Connector to identify the CommitCRM Account for the incoming N-central Email alert, you should include the External Customer ID field in the email alert subject. The External Customer ID in N-central will be used to store the parallel CommitCRM Account RecordID per customer.

This requires setting up CommitCRM and N-able:

N-central™ settings

To set up N-central, you should modify the default N-central Email template for notifications to include the External Customer ID in the email subject automatically.

When using templates, it is possible to add the {{ExternalCustomerID}} variable to the email subject templates. This will propagate the customer ID to the email alert's subject.

Here are the recommended steps for non-hosted N-able users:

1. Login to the Admin console of your N-central server (i.e. https://192.168.1.1/admin)
2. Define the Notification settings. In order for the notifications to be automatically processed by Commit Email connector, make the following adjustments:
   1. Sender Email Address - set as the "N-able" email (e.g. n-central@n-able.com)
   2. Subject - create a template which will include:
      • A word/phrase which you can associate with alerts (e.g. "Alert:")
      • A word/phrase which you can associate with the External Customer ID (e.g. "RECID:")
        For example:
        Alert {{CustomerName}} RECID:{{ExternalCustomerID}}, Device: {{DeviceName}}... etc.
        
        

        File:Commit email connector setup processing automated n able templates admin.gif

3. Under the Product Settings section, click on Default Notification Templates and edit the templates.
   
   

   File:Commit email connector setup processing automated n able template.gif

4. Add the {{ExternalCustomerID}} to the email Subject in both the "Email – Long" and "Email – Short" notification templates
5. Click Save and Propagate
6. Make sure to define the Commit RecID in each Customer record in N-central. The Account's Rec ID from Commit. The RecID can be found on the Account's Notes tab, and can be taken by right-clicking the RecID label, and copying the Rec ID. Then paste it somewhere in the email subject template, with a phrase which will identify it, like "RECID: CRDIF9FPDJ4IHUMU2VWI."

Commit Email Connector Settings for working with N-able™ version 6 or later
In the Commit Email Connector settings, set the system to identify automated emails according to the sender's email address and the word/phrase in the subject. Then, let the system know how to identify the Account Record ID.

Rules category	Rules
Automated Emails Detection Rules	1.Sender Email Address = N-central@n-able.com 2.Word/phrase = The phrase you setup in the Alert subject template in N-central™.
Account Record Detection Rules	1. Search for: Record ID 2. between RECID: and , (same as you defined in the n-able template).