Support Portal

Configuring the ConnectWise Integration Platform

This article discusses the steps taken to configure access between an IT service provider’s Easy Connect Support Portal account and their own PSA system. The IT service provider must first be registered by the Easy Connect Support Team, and have set-up the PSA prerequisites.

For a more general overview and the steps to set-up PSA integration please read [How to Integrate with PSA Systems].

Welcome and Initial Login          

At this point you have received the “Welcome Email” with instructions to access the PSA Integration Admin Utility which is provided to configure, monitor and perform administrative tasks. You will access the admin utility at https://psa.prolianteasyconnect.com/login. When a user logs in to the admin utility for the first time, using the temporary password emailed to him/her, the following screen appears, and enforces a password change.

 

A user or IT service provider that is not yet activated will be taken to the Connectwise Preparation screen, where the steps required for preparing the Connectwise instance are outlined. This screen will enable the tracking of the tasks completed.

 

 The IT service provider will need to acknowledge/check all required steps before being able to continue, as shown in the next screen.

Once all steps are confirmed, the IT service provider can submit this form and will be taken to the User Settings screen (see next screen).

User Settings Screen

To activate the synchronization, the user must setup the ZenDesk and Connectwise using a series of two screens. The first screen is shown below:

 

ZenDesk Configuration

This setup shows on the top of the settings screen, see framed section below:

 

To create am OAuth token for ZenDesk, ‘Generate Token’ button should be pressed.

OAuth (Open Authorization) is an open standard for token-based authentication and authorization on the Internet. OAuth allows for the use of the Easy Connect Support account information to be used by the PSA Integration without exposing the Easy Connect Support account password.

 

 

This will bring the user to the following, external screen, opening in a separate tab:

The user must sign in using the ProLiant Easy Connect Support Portal credentials. The PSA Integration platform will use an OAuth token to enable for the use of the Easy Connect Support account information thus enabling the synchronization with Autotask without exposing the Easy Connect Support account password. The communications will be securely authorizing the support portal to export tickets to the PSA integration.

This will bring the user to the following screen:

 

Token Processed

The user can now close this tab by clicking on ‘Close Window’.

 

Connectwise Basic Configuration

The user now continues to fill in the Connectwise information in the Settings Screen (see framed section below):

To setup the Connectwise platform, the user needs to enter the following information:

  • Company Name
  • Connectwise URL (Choose one of the cloud URLs, or select ‘On Premises’ and enter your custom URL)
  • Public and Private Key (as generated for the API Member during the platform preparation stage)

After submitting this screen, the information entered is validated. If validation is successful, the user will be taken to the ConnectWise Advanced Settings screen.

Connectwise Advanced Settings Screen

In this screen, the IT service provider will select a service board to be used as well as ticket status and ticket priority mapping, as seen below:

 


 

Service Board:

Select the Connectwise service board to which the tickets created in will be assigned.
The following stipulations apply:

  • The API Member used for the integration should have the appropriate permissions to access this board
  • The board should have a default team specified
  • The board should have statuses specified

Connectwise Ticket Statuses

This section sets the mapping from ZenDesk ticket status values to Connectwise ticket status values. For each ZenDesk status, select the corresponding Connectwise status to be used.

  • The list of ConnectWise status values is dependent on the service board selected.
  • The same Connectwise status value can be used more than once.
  • Not all Connectwise status values have to be used.

Connectwise Ticket Priorities

This section sets the mapping from ZenDesk ticket priority values to Connectwise ticket priority values. For each ZenDesk priority, select the corresponding Connectwise priority to be used.

  • The list of ConnectWise status values is NOT dependent on the service board selected.
  • The same Connectwise priority value can be used more than once.
  • Not all Connectwise priority values have to be used.

 

An example of a complete Advanced Settings form is shown below:

 

Other Screens

Change Password

In the event you would like to change your password for the integration platform select the “Change Password” tab, enter your current password and the new password you would like to use. Click “Submit”. This is only for the integration platform and does not affect passwords for the HPE Ticketing System (ZenDesk) or ConnectWise.

Forgot Password

In the event you have forgotten your password to the integration platform you will be able to regain access by selecting “Forgot Password on the home screen. “https://psa.prolianteasyconnect.com/login“. This is only for the integration platform and does not affect passwords for the HPE Ticketing System (ZenDesk) or ConnectWise.

Upon submitting, if the email address matches an existing user, an email will be sent to user with a new temporary password. If an incorrect email address is entered an error message will not be received.

 

 

 

 

 

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