Integrating Servers v2

Admin > Service Desk > RMM Integration Settings > General Settings

In this first procedure you integrate your Vorex™ instance with a Kaseya VSA server. You also select default ticket settings for tickets sourced from the VSA.

Note: Do not attempt to configure integration inside the VSA before configuring integration in Vorex. Configuring the VSA is the last step of new Vorex / Kaseya v2 integration. To upgrade see RMM Integration - Kaseya v2 - Upgrade.

Integration Prerequisites

• VSA must be running 9.3.0.11 or later. Vorex™ must be running 3.9.
• Identify the VSA address you will integrating with Vorex™.
• Create a dedicated VSA user account used by Vorex™ to access the VSA. Example: Vorex_service. The VSA user account should have access to all organizations.
• Identify the "root" user in Vorex™. The root user is the top most employee tile in the HR > Organizational Chart page. Using this user for RMM Integration is recommended to ensure all Vorex > CRM customer accounts and Vorex > Service Desk tickets can be accessed.
• Disable the VSA > Ticketing email server by checking the Disable email reader checkbox on the VSA > Ticketing > Email Reader page.
• If the Service Desk module is installed in the VSA:
  • Click the Disable button on the VSA > Service Desk > Incoming Email and Alarm Settings page.
  • Uncheck the Activate Service Desk checkbox on the VSA > Service Desk > Global Settings page.

Procedure

1. Select the Admin > Service Desk > RMM Integration Settings page.

   

2. Click New.
3. Enter the following fields in the General Settings tab, Configuration Options section.
   • Enable RMM Integration - Enable or Disable
   • Integration Name - Enter a unique name for this integration.
   • Integration Type - Kaseya Ver.2
   • Integrator Username - Enter the VSA username Vorex uses to access the VSA. This should be a dedicated service account, such as Vorex_service.

     Note: In the VSA, each username is unique across all tenant partitions, so you do not have to specify a company name in the VSA as you do in Vorex.

   • Integrator Password - Enter the password for the Vorex service account.
   • Server Address - Enter the URL or IP address for the VSA. Optionally include a port.
   • Push CRM Accounts automatically to VSA - Enable or Disable - If enabled, new CRM customer accounts create corresponding organizations in the VSA, as soon as the CRM customer account is created. The CRM customer account and VSA organization remains mapped to each other from then on. This option does not apply to existing CRM accounts.
4. Select default values in the Ticket Defaults section. All Vorex™ ticket values created from an RMM ticket are initially set to these values. They can be automatically changed—based on the ticket's content—using a Vorex™ workflow.
   • Priority
   • Queue
   • Ticket Type
   • Ticket Note Type
   • Ticket Source
5. Click Save to save your settings.
6. Click Test Connection to ensure Vorex™ can connect with the VSA instance you have specified.