BMS Integration

Prerequisites and foundational information

To complete the connection wizard, the following items should be completed:

  • Create an API user in BMS and document the username and password
  • Collect and document the URL and BMS tenant for your organization.
  • Create, determine, and document the default catch-all customer and contact to assign tickets to unmapped organizations.
  • Ensure that any PSA customer you will utilize with SaaS Alerts has at least one contact created within it.
  • Give thought to, and then document, which PSA values you want to use for ticket creation.
  • Determine if you will utilize Issue Type/Sub Issue Type and what you would like the default values to be.
  • Determine how you would like to group alerts (User or User+Alerts).
  • Determine if you will utilize contract mapping, and if so, determine and document the name and pricing for the Default Contract Service.

Creating an API user in Autotask

Follow the instructions in the BMS Help system on creating a dedicated API integration account.

Create a specific user for SaaS Alerts (rather than sharing an existing API integration user), and include SaaS Alerts in the username to make it easy to find/troubleshoot in the future.

We recommend the following settings:

Setting Value

Department

Administration

Employee Roles

Administration

User Type

Api Employee

Security Roles

Administrator

Job Title

Administrator

Employment Type

Full Time

Location

Main Branch

Creating and documenting catch-all customer and contact

When a ticket (or note) is created in Kaseya BMS, it will always be mapped to a customer and a contact.

Ideally, each organization within SaaS Alerts is mapped to a specific customer within the Customer Mapping section of the BMS Integration wizard.

In the event that a specific organization is not mapped, SaaS Alerts will utilize the default/catch-all customer and contact to ensure a ticket is created.

Create a specific company and contact to serve as the catch-all account rather than using your MSP customer. For instance, create a customer called Default Customer and create a contact called Default Contact within that customer. This keeps your MSP customer clean and separated from unmapped organizations’ tickets in the future.

Ensuring that every account has a contact

SaaS Alerts assigns each ticket (or note) to a contact.

SaaS Alerts always attempts to find the actual contact by using the user’s email address from the alert to look up the corresponding contact within BMS.

In the event that we cannot find a contact using the email address, the ticket will be assigned to the default contact for that customer.

Create a specific contact in each customer for the purpose of assigning tickets that are not able to be mapped to specific contact. For instance, for ABC Company, you might create a contact named Alert Contact for ABC Company and use that as the default when mapping the organization to the company/contact.

Ticket defaults for Service Parameters page

Each time a ticket is created, SaaS Alerts sets the following parameters:

  • Ticket Type
  • Ticket Source
  • Ticket Status
  • Ticket Queue
  • Ticket Priority

Consider the values you want to use for each of these mappings to help categorize and find tickets once they have been created. Document these settings to facilitate the configuration in the wizard.

Determining if you will use issue types/sub-issue types

Issue Type and Sub Issue Type fields on tickets can be used to help organize and filter tickets as well as to drive workflows. Refer to Getting started with Workflows in the BMS Help system.

SaaS Alerts is very configurable in this area and supports the following combinations:

  • No issue type/sub-issue type
  • Default issue type assigned to all tickets
  • Default issue type/sub-issue type assigned to all tickets
  • No issue type (or sub-issue type), with an override per specific alert
  • Default issue (type and sub-issue type), with an override per specific alert

Create a SaaS Alerts-specific issue type and utilize this as the default issue type. This allows you to quickly use this value to find tickets and/or use them for workflows.

Advanced tip: Do the above, and then create a few sub-issue types based on different types of alerts (IAM, Data Leakage, etc, and so forth). Then, map an issue/sub-issue to specific alerts so that workflows can assign certain types of issues/sub-issues to different queues or adjust priority.

Determining how to group alerts

Often, a single user will generate many alerts. To reduce the number of tickets created by SaaS Alerts, we provide two different ways to group those alerts: User and User+Alert.

User

When User is selected, the first alert generated for a specific user will create a ticket. All subsequent alerts of any type for that specific user will be added as notes to that ticket until that ticket is closed.

Example logic

  1. user@domain.com triggers a Too Many Downloads alert.
  2. A ticket is created because this is the first alert that the user has ever triggered.
  3. Then, 15 minutes later, the same user triggers a Too Many Uploads alert.
  4. Since the user still has an open ticket in the system, the Too Many Uploads alert is added as a note to the initial ticket.
  5. A technician at your organization reviews the ticket, determines that it is not an issue, adjusts the file alert limits for this particular user up, and closes the ticket.
  6. Again, 15 minutes later, the same user triggers a Multiple MFA Failures alert.
  7. Because the original ticket was closed, a new ticket is created for the Multiple MFA Failures alert.

User+Alert

Selecting User+Alert will open a new ticket for each specific alert for a user. Subsequent alerts of the same type will be added as notes to the original ticket until that ticket is closed.

Example logic

  1. user@domain.com triggers a Too Many Downloads alert.
  2. A ticket is created because this is the first alert that the user has ever triggered.
  3. Then, 15 minutes later, the same user triggers a Too Many Uploads alert.
  4. Even though the user still has an open ticket in the system from the first alert, a new ticket is created for the Too Many Uploads alert because it is a different type of alert.
  5. A technician at your organization reviews the ticket, determines that it is not an issue, adjusts the file alert limits for this particular user up, and closes the ticket.
  6. Again, 15 minutes later, the same user uploads a larger set of files and triggers another Too Many Uploads alert.
  7. Because the Too Many Uploads ticket is still open, and the alert is identical, the Too Many Uploads alert is added as a note to the Too Many Uploads ticket.

Contract mapping

SaaS Alerts supports contract mapping for two reasons:

  • Adding a Contract Service line item to each mapped contract and updating the user quantity for billing purposes.
  • Adding the contract to each ticket that is created.

In order to utilize this feature, a Default Contract Service will need to be created. You can do so through the Kaseya BMS GUI or via a button within our integration wizard.

If you plan to use the wizard to create the Default Contract Service, you will need to decide on and document a name, cost, and price for the contract service.

Kaseya BMS Integration wizard

Starting the wizard to add a new connection

  1. From the left navigation menu in SaaS Alerts, navigate to Settings.
  2. Scroll down to PSA & Email, and click the add icon .
  3. Select Kaseya.

Step 1: Set Credentials

  1. Select the URL documented earlier and enter the tenant name.
  2. Enter the BMS username and password.
  3. Click Next.
  4. If the information entered is correct, the Customer Mapping page will be displayed next.

Step 2: Customer Mapping

  1. In the Catch All PSA Customer drop-down menu, select the customer you want to assign unmapped organizations to.
  2. Select the Catch All PSA Ticket Contact from the drop-down menu that appears after selecting the PSA customer. To reduce the size of the list of PSA customers, you may choose an account type and set the parent/child drop-down to the appropriate setting.
  3. For each PSA customer you need to map to a SaaS Alerts organization, find the PSA customer on the left, and then match the SaaS Alerts organization in the drop-down.
  4. Once a SaaS Alerts organization is selected in the drop-down, select the appropriate PSA Ticket Contact in the drop-down list that is displayed next to it.
  5. In the event that you have a PSA customer you would like to add/import to SaaS Alerts and have automatically mapped for you, you can select Add to SaaS Alerts from the SaaS Alerts organizations drop-down, and it will be left in a pending state in the SaaS Alerts Manage application.
  6. Once all mappings are complete, click Next.

NOTE  You can edit the Kaseya BMS connection once the wizard is complete to adjust mappings or to add new ones.

Step 3: Service Parameters

  1. Use the ticket parameters you documented in the prerequisite/foundational steps to set each of the ticket defaults.
  2. From the Group alerts by drop-down menu, select User+Alert or User based on your earlier decision.
  3. Optionally, use the Issue Type/Sub Issue Type default mappings, as well, as adding specific alert mappings in the optional section.
  4. Once complete, click Next.

Step 4: Contract Mapping

  1. If you chose to create the Default Contract Service within the Kaseya BMS GUI, select that contract service in the Default Contract Service drop-down menu. Otherwise, click Create Service.
  2. When creating a service, we have provided default parameters for you. Make any changes necessary, and then click Create Service. The cost and price will be used as the defaults but can be overridden for each customer mapping.
  3. For each customer you would like to have the contract mapped for during ticket generation, select the contract in the drop-down menu next to that customer.
  4. For each customer you would like to have a contract service added for and the user counts updated, select Add Service to Contract, and then set the appropriate cost and price for that customer.
  5. 5. Once complete, click Finish.