Creating a Ticket in the BMS

Superuser > Global Config > Integration Settings

You can create a ticket in BMS when a Traverse test enters a warning or critical state in an action profile. The following procedures describe how to configure, then trigger the creation of a ticket in the BMS.

Configuring the BMS

1. Login to your BMS account.
2. Navigate to Admin > CRM > Accounts page.
3. Create an account with the Account Name same as the name of your organization . See Accounts topic how to create an account in BMS.

Configuring Traverse

1. Log on to Traverse as a superuser;
2. Navigate to the Superuser > Global Config > Integration Settings page;
3. Check the Show Ticket ID column. This displays an additional column for ticket ID in Event Manager.
4. Check the Enable integration with Kaseya BMS checkbox;
5. Enter data in the following fields:

• BMS Server URL - The URL of the BMS you are integrating with Traverse. The format of the URL is:
  <https://<BMS-domain-name>
• Company Name
• Login Username - The username of the BMS user used to authenticate API ticket creation requests in the BMS.
• Password - The password of the BMS user.
• Repeat Password - Reenter the password of the BMS user.
• Check the Ticketing checkbox and choose the ticket priority Very High, High, Medium, Low, Very Low for tickets in BMS.
• Click the Department to BMS account mapping button to perform Traverse Organization to BMS Account configuration mappings. Be aware that several Traverse organizations can be mapped to one BMS account, but several BMS accounts cannot be mapped to one organizations. Note: If a BMS Account matches to an existing Traverse organizations, they are auto-mapped by default. If the mapped BMS account is changed, tickets will be moved to another BMS account.
  • Select Traverse department and BMS Account from the dropdowns, click the Map button. Then click Save to save your changes.
    1. Create Account in BMS – If the Traverse organization is mapped with ‘Create Account in BMS’, it will attempt to push the Traverse organization into BMS and create tickets once an action profile is triggered.
    2. No Action - If the Traverse organization is mapped with No Action, no tickets will be created in BMS even if the integration is enabled. The mapping entry will be changed to No Action, if the mapped BMS account is deleted. Once the Traverse organization is changed, the mapping will be removed.
       Once the Traverse organization or BMS account is changed it will reflect the mapping.

1. Click Save to save your changes.

Configuring Actions Profiles

Administrators, superusers and organization users can create actions profiles but only administrators and organization users can specify action profiles. In this example a organization user is described creating an action profile and specifying the creation of a ticket.

1. Logon as an organization user.
2. Navigate to the Administration > Actions page.
3. Click the Create an Action Profile link.
4. Display the Notify Using drop-down list for the first action. Select the Open Ticket in BMS Service Desk action. This action only displays if integration has been enabled.
5. Complete the creation of the action profile as you normally would.
6. Assign the action profile while provisioning tests for one or more devices. For each test use the Action Profile drop-down list to select an action profile that contains the Open Ticket in BMS Service Desk action.

Testing the Creation of Tickets

1. In Traverse, for a test configured to trigger the creation of a ticket, navigate to Status > Event page.
2. In the BMS, to check the creation of the ticket navigate Home > My Tickets module. It may take a few minutes for the ticket to be created.

Disabling Traverse / BMS Integration

1. Log on to Traverse as a superuser;
2. Navigate to the Superuser > Global Config > Integration Settings page;
3. Uncheck the Enable integration with Kaseya BMS checkbox;
4. Click Save to save your changes.