own web now - exchangedefender
TRANSCRIPT
Own Web Now Integration with ConnectWise
Integration between OWN and Connectwise takes advantages of the WebServices API released
by Connectwise.
When a partner begins the API integration, they will be prompted for an integrator login, and
once authenticated, partners will be able to enable or disable different API integration types
within Connectwise, such as Service Requests and ExchangeDefender SPAM Stats (Available to
ExchangeDefender Service providers only)
Enabling Integration:
1. Open up Connectwise, click setup, and then setup tables
2. Open the Connectwise client, click setup,
click setup tables and in the table field type
integrator, press enter and click integrator login
3. Click the new button.
4. Type in a username and password for the integrator account to use.
5. Uncheck all APIs then click save.
6. Login to the OWN Support Portal
7. Click on the Service Manager button
8. Click on Connectwise
Integration
9. Fill in your Connectwise portal address, your connectwise company ID, integrator username
and integrator password. Click Next.
You have now enabled integration between OWN and your Connectwise portal. This only
enables the integration, you still have to enable the individual APIs (described below)
Now when you click on the Connectwise Integration logo in Service manager, you will be
brought to the integration dashboard.
Which displays the status of your API Integration module.
Enabling ExchangeDefender MSP Executive Reports (Spam Stats):
Enabling the ExchangeDefender SPAM Stats module will allow partners subscribed to
ExchangeDefender for Service Providers to easily setup executive reports to include statistics
from ExchangeDefender.
1. Login to the OWN Support Portal
2. Click on the Company Tab, and then Services
3. Review the domains listed under
ExchangeDefender for Service
Providers, you will need to create
a configuration for each
company that has
ExchangeDefender under your Service Provider account.
4. Open your Connectwise client, click Contacts and then click
Companies.
5. Search for your customer that is associated to the first
domain you are adding and click on that company.
6. Click the configuration tab
7. Click the New icon.
8. Select the configuration type as
Spam Stats and the name as
the domain you are adding and
click save
9. Do steps 7-8 for each domain listed in Step 3.
If you skip any accounts, you will get a failure notification when enabling the
integration
10. Go back to the setup tables in
Connectwise, and reopen the
Integrator Login table. Click on
the created integrator account
and check Managed Services
API. Click Save.
11. Go back to the OWN Support Portal , Service Manager, Connectwise Integration
12. Click the action drop down list and select Enable ExchangeDefender MSP Executive
Reports
13. A prerequisites check is run. If you created all the configurations above, you will get
Success statuses. Click Next.
You have now successfully enabled ExchangeDefender MSP Spam Stats for Executive Reports.
You can review any companies that have been populated with data by going back to the
configuration you created under companies in Connectwise.
Enabling Own Web Now Offsite Backup Statistics
Enabling Own Web Now Statistics module will allow partners
subscribed to Ahsay Offsite Backup through Own Web Now to
easily setup executive reports to include backup statistics from
Ahsay.
1. Open your Connectwise client, click Setup and then Setup
Tables
2. Search for “management it” and open.
3. Click the New Icon
4. Set the name to obm, the
management solution to custom
the custom solution name to
obm and then click save
5. Login to the OWN Support Portal
6. Click on the Company Tab, and then Services
7. Review the offsite backup
accounts listed under the
services list, you will need to create a management configuration for each company
that subscribes to Own Web Now Offsite Backup.
8. Open your Connectwise client, click Contacts and then click
Companies.
9. Search for your customer that is associated to the first
account you are adding and click on that company.
10. Click the management tab
11. Click on the New icon to create the company management
12. Select the obm/obm solution, set the ManagedID to the username of the offsite backup
account and the device type to Backup Stats
13. Log back into the OWN Support Portal
14. Click on the Service Manager button
15. Click on Connectwise
Integration
16. On the action menu select Enable Offsite Backup Stats Executive Reports
17. The first step will check with your Connectwise portal to verify that the Offsite Backup
username is created as a managed ID (Step 11). Click Next.
Once you’ve enabled the OBM stats integration your CW account will be added to an automated
job that queries the backup server for job successes and updates the CW executive reports
Enabling the Service Request Integration with OWN
1. Login to the OWN Support Portal
2. Click on the Service Manager button
3. Click on Connectwise Integration
4. Write down your CW ID
1. Open up Connectwise, click setup, and then setup tables
2. Select the Service Category and click
search, then click Service Board
3. Click the New icon
4. Set the Service Board name to OWN, all other fields are based on your Connectwise
portal/preference.
5. Click Save.
6. Click on the Teams Tab
7. Click the New team button
8. Set the team name to OWN and the Leader to yourself. Choose any other employees
you want to be notified automatically about updates
9. Click save
10. Click the statuses tab and then click the New status button
11. Set the name to New and set the board to OWN, External Xref to Not Responded, and
escalation status to “We are waiting, do not escalate”
12. Add a new workflow step and select notify email address
[email protected] and then click save
13. Uncheck no email template,set the subject to
New[#]CWID[#][srnumber][#][srsummary]
Set the body to:
[summary][srsummary][/summary]
[description]
[srdetail]
End User Information:
[companyname]
[contactemail]
[/description]
14. Replace CWID with your Connectwise ID from Step 4 of enabling this API.
For those concerned about passing off their end user information, please
understand this is to prevent us from asking for more information to identify the
service or customer. The email address is only there for the domain name as
most of our services can be identified by the domain name.
15. Now you need to create the updated and closed status, however, you can follow the
same steps above, substituting the below information:
Status Description: CW Updated
Email Template Subject: UpdatedCW[#]companyID[#][srnumber][#][ companyid]
Email Template Body: [srdetail]
XRef: Responded
Status Description: SM Updated
Email Template Subject: UpdatedSM[#]companyID[#][srnumber][#][companyid]
Email Template Body: [srdetail]
XRef: Plan of Action
Status Description: Closed
Email Template Subject: Closed[#]companyID[#][srnumber][#][ companyid]
Email Template Body: [srdetail]
XRef: Resolved
Once completed, you should have the following statuses created
16. Go back to Setup, Setup Tables, and reopen the Integrator Login table, and select your
integration account.
17. Check the Service Ticket API
box.
18. Select the OWN Service Board.
19. Set the ticket callback URL to
http://yoururl.com/psa_callbac
k.asp?recid=9954 Substituting
yoururl.com with your
Connectwise portal path.
20. Click Save
You’ve now enabled the Connectwise service request integration with OWN.
To open a support request with OWN through Connectwise, create a new service ticket in
ConnectWise and assign it to the service board OWN and status NEW.
The summary will be the subject of the OWN ticket and the description will be used for the
initial ticket update.
Updates will then be entered under the resolution section. Each update will be tagged by an
identifier for who updated the ticket. To provide an update to the ticket, click the resolution
time entry icon.
Where updates from CW are simply typed at the top of the resolution, and the status is
changed to CW Updated and then the ticket is saved.