Continuum Link

Introduction

The CommitCRM-Continuum Integration automatically creates tickets in CommitCRM from alerts and service tickets generated by the Continuum system, or from tickets created manually by the Continuum NOC. Users can then close the Ticket in CommitCRM, and it will be closed in Continuum.

The CommitCRM integration with Continuum includes:

1. Two-ways Ticket Integration.
   • Continuum’s Tickets create Tickets in CommitCRM.
   • Closing a Ticket in CommitCRM closes the Ticket in Continuum.
   • CommitCRM Tickets can be assigned to Continuum’s NOC / Service Desk.
   • New Tickets in Continuum can be created from CommitCRM’s Tickets
   • Comments for Tickets can be sent from CommitCRM to Continuum.
2. The ability to link Account to Site in Continuum or create Account from Site.
3. The ability to link Asset to Device in Continuum or create Asset from Device.

Once the CommitCRM-Continuum Integration has been configured, Continuum Ticketing System is disabled and Ticket management is performed solely in CommitCRM.

Ticket can still be viewed in Continuum (read-only); however, the master Ticket is managed in CommitCRM. When closing a Ticket in CommitCRM it is closed in Continuum. When closing a Ticket in Continuum it adds a History Note to the Ticket in CommitCRM, however, the Ticket stays open.

Technical Note
The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all alerts and Tickets from Continuum and creates the Ticket in CommitCRM.

Continuum Settings

This section describes the Setup steps required in the Continuum Portal in order to start working with CommitCRM as your PSA system in Continuum.

Important Notes:

1. Once the CommitCRM-Continuum Integration has been configured on Continuum Portal, it takes a few hours (up to 24 hours) until the new settings apply on the Continuum back-end. Note that even if all settings seem correct on Continuum side, you should wait a few hours until the CommitCRMServer service can connect and download data.
2. Once CommitCRM is activated as your PSA in Continuum Portal, Continuum Ticketing System is disabled and Ticket management is performed solely in CommitCRM.
3. Since all Ticket Management is disabled in Continuum, Continuum email alerts for Tickets will also be disabled, and you will no longer get email alerts for new Tickets from Continuum Portal. In case you want to receive email alerts for new Tickets (arriving from Continuum Portal) via CommitCRM, you may consider using Commit Alerts Server module, which sends email alerts for new updates in the CommitCRM system. See more details in Commit Alerts Server.

To allow CommitRMM service to connect with Continuum and sync with it, a Continuum Partner Security code (also known as PSG) is required.

To setup Continuum PSG:

1. Login to the Continuum Portal with Admin account and go to Configuration > Edit Member Details.
2. The Account Details window is displayed. Under PSA Details, click PSA Settings.
   File:Zenith link psa settings.gif
   
   
3. Click the link “CommitCRM” option.
   File:Zenith link generate psg.gif
   
   
4. Copy the PSG on the screen and click Enable. This will lock the PSG to your account. Use this PSG to complete the configuration in CommitCRM. See CommitCRM Setup.
5. Go back to the “PSA Settings” page and click Activate against CommitCRM (2 Way Integration). You will receive message “CommitCRM (2 Way Integration) is Activated Successfully”.
   File:Zenith link activate.jpg
   
   
6. After receiving the "Activated successfully" message, it takes a few hours until the new settings apply on the Continuum back-end. Note that even if all settings seem correct on Continuum side, you should wait a few hours until the CommitCRMServer service can connect ad download data.

For more details on Continuum Setting, click to review the Continuum configuration guide

CommitCRM Setup

Please make sure to enable the integration with CommitCRM on the Continuum side (see Continuum Settings) before you proceed with the CommitCRM side setup below.

To set up CommitCRM to work with Continuum, the following steps are required:

1. Backup CommitCRM Database.
2. Initialize Continuum PSG.
3. Install CommitRMMServer.
4. Validate CommitRMMServer downloads Continuum Sites and Devices to the CommitCRM server.
5. Link Accounts and Assets in CommitCRM(*) to Sites in and Devices Continuum.
6. Enable Continuum Integration.

* Note:
The full integration with Continuum on the CommitCRM side will be disabled by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link Continuum Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets arrive before the links take place. Once all Accounts are linked, users should enable the integration, see Enabling Continuum Integration .

Backup CommitCRM Database

Before starting to work with the Continuum integration, make sure to [[Backup_and_Restore_FAQ|backup your CommitCRM database]-------------11784155653093 Content-Disposition: form-data; name="wpSummary"