Support Portal

How ConnectWise PSA Integration Works

This article discusses the architecture and data mapping used by the Easy Connect PSA integration. For a more general overview and the steps to set-up PSA integration please read How to Integrate with PSA Systems.

PSA Integration Admin Utility

The admin utility is provided to configure, monitor and perform administrative tasks. (https://psa.prolianteasyconnect.com/login) Once the admin utility tasks are successfully configured the integration platform will initiate ticket synchronizations on a schedule (shown in Synchronization Schedule).

Points of Integration

  • Cloud Management Platform is the complete remote management and monitoring of the HPE ProLiant Easy Connect server.
  • Integration Platform is the system that controls the synchronizing of tickets between the ProLiant Easy Connect Support Portal and the ConnectWise PSA system.
  • ProLiant Easy Connect Support Portal is the customer service software used to report and track issues on the HPE ProLiant Easy Connect server.
  • ConnectWise PSA (Professional Services Automation) is software designed to manage and optimize business processes.

Architecture

 

Synchronization Schedule     

The integration platform will synchronize tickets approximately every 5 minutes. This period may vary if large numbers of tickets are being synchronized.

Mapping Details

Subject > Summary

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Subject” field via one-way synchronization to ConnectWise’s “Summary” field.

 

Description > Initial Description, Discussion Note

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Description” field via a two-way synchronization to ConnectWise’s “Initial Description” field.

This will also create a Note in the “Discussion” tab of the ticket, with the same contents.

 

ProLiant Easy Connect Support Portal Comment > Internal Note

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Comment” body field via a two-way synchronization to a Note in the “Internal” tab of the ConnectWise’s ticket.

The two-way synchronization will occur for comments/internal notes only; attachments to the ticket will not be synchronized.

 

Priority > Priority

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Priority” field via a one-way synchronization to ConnectWise’s “Priority” field, according to the mapping that was configured by the IT service provider during the online account setup (“Advanced Settings”).

Ticket priority changes in ConnectWise will not change ProLiant Easy Connect Support Portal.

 

Status > Status

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Status” field via a one-way synchronization to ConnectWise’s “Status” field, according to the mapping that was configured by the IT service provider during the online account setup (“Advanced Settings”).

Ticket status changes in ConnectWise will not change ProLiant Easy Connect Support Portal.

 

ClusterID > Configuration, Company

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “ClusterID” field via a one-way synchronization to a ConnectWise’s “Configuration”. Once the Configuration is found, the ConnectWise's “Company” to which the ticket belongs can be determined using the Company field of the Configuration. The ClusterID found in the server’s Commissioning Console details screen or provided by HPE Support is required to enable this mapping.

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