Integrating Service Desk, Live Connect and Kaseya User Portal

One of the functions provided by Live Connect or Kaseya User Portal is the ability to see all tickets associated with a selected machine. By default, the tickets displayed by Live Connect and Kaseya User Portal are for the Service Desk module only. If Service Desk is de-activated, the Ticketing function in Live Connect and Kaseya User Portal displays Service Desk tickets only.

When Live Connect and Kaseya User Portal are integrated with Service Desk, the Ticketing function displays two tabs: one tab for tickets and a second tab for KB articles. Working with tickets and KB articles within Live Connect and Kaseya User Portal is similar to working with them using the Service Desk module in the VSA.

Prerequisites

• The Service Desk module is installed.
• Agents are already installed on managed machines.

Configuration

1. Create a desk definition and knowledge base definition. The easiest way to do this is to use Service Desk > Desk Templates to create sample definitions and modify them to suit your preferences.
2. Create a ticket in Service Desk associated with a specific machine ID account you can use to test with.
3. Create a KB article. KB articles are not associated with specific machines.
4. For KB articles created using the pre-configured KnowledgeBase desk, set any KB articles to the Published stage to make them visible to Live Connect and Kaseya User Portal users . If you created your knowledge base definition from scratch and want to display its KB articles to Live Connect and Kaseya User Portal users, then those KB articles must be set to the End stage, whatever the name of that End stage.
5. Configure the Default machine role.
   • Ensure your created service desk and knowledge base definitions are assigned to the Default machine role using Service Desk > Role Preferences.
   • Ensure machine IDs using Live Connect and Kaseya User Portal are assigned to the Default machine role using System > Machine Roles.
   • Ensure the Function Access tab for the Default machine role shows the Service Desk functions enabled.

     Note: If you create an additional machine role for machine users, repeat step 5 for this machine role.

6. Both the service desk and the organization or machine must be a member of the Anonymous scope to display Service Desk tickets in Live Connect and Kaseya User Portal or Live Connect (Classic) and Portal Access (Classic).
7. Ensure Service Desk is activated Service Desk using Service Desk > Global Settings.

Using Live Connect with Service Desk as a VSA User

1. Click the agent check-in icon next to a machine ID to display the Live Connect page.
2. Click the Ticketing function to display the Service Desk tab and Knowledge Base tab. You should see any tickets and KB articles created within the VSA that are associated with this machine ID.
3. Create one or more tickets within Live Connect. You cannot create KB articles as a Live Kaseya User Portal machine user.
4. As a VSA user in the Service Desk module, you should see the tickets created as a Live Connect user for this machine ID.

Using Kaseya User Portal and Service Desk as a Machine User

1. Click the agent icon in the system tray of the managed machine to display the Kaseya User Portal page.

   Note: When a machine user uses Live Connect, it is called the Kaseya User Portal page.

2. Click the Ticketing function to display the Service Desk tab and Knowledge Base tab. You should see any tickets and KB articles created within the VSA that are associated with this machine ID.
3. Create one or more tickets within Kaseya User Portal. You cannot create KB articles as a Kaseya User Portal machine user.
4. As a VSA user in the Service Desk module, you should see the tickets created by the Kaseya User Portal user of this machine ID.