In this article, you will learn everything you need to know about the integrations between the HEIMDAL services and other RMM/PSA tools, like ConnectWise. HEIMDAL customers and partners using the ConnectWise PSA platform will be able to use a nifty integration that allows users to automate the management of tickets in the ConnectWise platform.
1. How it works?
2. ConnectWise PSA integration setup
3. Heimdal Operations
4. Heimdal Cyber Alerts
HOW IT WORKS?
HEIMDAL customers and partners using the ConnectWise PSA platform can use a nifty integration that allows users to automate the management of tickets in the ConnectWise platform. The HEIMDAL-ConnectWise integration allows customers to get multiple HEIMDAL alerts/notifications as tickets into 2 boards that are created in ConnectWise: Heimdal Operations service board (CPU or Memory notifications, Disk notifications, Microsoft Updates notifications, Next-Gen Antivirus notifications, DNS poisoning notifications, or Firewall notifications ) and Heimdal Cyber Alerts service board (Ransomware Encryption Protection alerts, Privileged Access Management alerts, Next-Gen Antivirus alerts, VectorN Detection alerts, Zero-Trust alerts).
CONNECTWISE PSA INTEGRATION setup
The integration requires an API Key generated for a specific member and a custom security role. To generate an API key, follow the steps below:
1. In ConnectWise, go to Systems -> Members and Click API Members, then click the + (plus) icon.
2. Enter the user details and Save the new member.
3. In the Members' list, click the new member and click API Keys, then click the + (plus) icon.
4. In the Description field, enter a description for the new key (example: ConnectWise_Heimdal_integration). Press Save (don't use the Save and Close option).
Two API keys are generated and displayed: a public Key and a Private key. The Private key is displayed only when the key is created. Make a note of both keys or copy them in a safe place because they cannot be recovered once the tab is closed.
Set up API Member permissions
Permissions are based on security roles. To set the permissions, follow the steps below:
1. Go to System -> Security Roles and select a role for the integration.
2. Set Member as the Security Permission and click Companies.
3. On the Company Maintenance permissions, set All value on Inquire Level.
4. On Service Desk, set the All value on Add Level, Edit Level, Inquire Level for Close Service Tickets, Resource Scheduling, and the All value on Add Level, Edit Level, Delete Level, Inquire Level for Service Tickets:
5. On System, set the All value on Inquire Level for Member Maintenance, My Account, My Company, and the All value on Add Level, Edit Level, Inquire Level for Table Setup:
Set up ConnectWise in the HEIMDAL Dashboard
The ConnectWise integration can be enabled by checking the ConnectWise PSA checkbox from Guide -> Customer settings -> Integrations -> ConnectWise PSA section of the HEIMDAL Dashboard. Once you enable it, you can proceed with the Integration settings by specifying the Company Identifier (a string that represents your unique company identifier, the same as My Company ID), the Base API URL (base URL regional address, example: api-eu.myconnectwise.net), the Public Key (generated member Public key, available in ConnectWise -> System -> Members -> API Keys), the Private Key (generated member Private key when a new member is created in ConnectWise):
Test Connection and Save buttons
The Test Connection and Save functionalities are key elements within the Integration Settings configuration process in the Heimdal Dashboard. To complete the setup, users are required to input the Company Identifier, Base API URL, Public Key, and Private Key.
Once the required information is entered, the Test Connection button can be used to perform a dedicated API call. If a positive outcome response is received, the Save button becomes enabled. Clicking Save will display a confirmation message in green font, indicating that the connection has been successfully saved.
The configuration buttons under the Matching Settings subsection, Configure Heimdal Operations, Configure Heimdal Cyber Alerts, and Sync Customers (Reseller-level only), remain disabled until the settings are saved. After saving, these buttons are enabled, allowing further configuration changes.
If an existing setting is modified, a confirmation pop-up will appear upon saving, asking whether to retain the current Ticket and Customer Settings. This ensures users can maintain their configurations without reconfiguring unnecessarily.
Tickets configuration
The dashboard user can select any board available in his ConnectWise instance.
By clicking either Configure Heimdal Operations or Configure Heimdal Cyber Alerts, a configuration popup will be displayed, retrieving a list of ticket fields from the ConnectWise API, based on the established connection settings. Firstly, the user should select a ConnectWise board. Once the board is selected, the user should match the board-related fields. Different items can be selected for mapping purposes and subsequently used for tickets’ creation. The ticket configurations list of fields is the following:
- Type: to be selected from the type set available for the previously chosen board;
-
Subtype: to be selected from the subtype set available for the selected board;
- Heimdal Operations - CPU, MEM, DISK, MU, AV, DNSP, FW;
- Heimdal Cyber Alerts - REP, PAM, NextGen Antivirus, VND, ZT; - Status on ticket creation/update: to be selected from the status set available for the selected board;
Note: The status on ticket update is only available for Heimdal Operations type of tickets; - Item: to be selected from the item set available for the selected board;
- Priority: to be selected from the priority set.
All the selections, except “Priority,” will be made based on the selected board. Once you confirm these settings, the 2 boards are created in ConnectWise PSA:
HEIMDAL OPERATIONS
The ConnectWise Heimdal Operations service board displays all the tickets related to the notifications coming from the Notifications modal window displayed in the HEIMDAL Dashboard (Active Clients -> Standard view, which are related to CPU, Memory, Disk, Microsoft Updates, Next-Gen Antivirus, DNS poisoning and Firewall warnings). Each time the HEIMDAL Agent generates a notification in the ClientInfo, a new ticket is created in the Heimdal Operations service board (within ConnectWise). To visualize the tickets in ConnectWise PSA, go to Service Desk -> Service Boards and filter the data by Heimdal Operations:
All newly created tickets will have the New status and one of the types: CPU, Memory, Disk, DNS Poisoning, Firewall, Microsoft Updates, or Next-Gen Antivirus. If a notification is no longer present in the HEIMDAL Dashboard, the ticket status will automatically change to Closed.
IMPORTANT
Operational tickets can be closed through the ConnectWise integration once the alerts/warnings are solved. For tickets to be automatically created/closed in ConnectWise PSA, the alerts below need to be enabled in the HEIMDAL Dashboard:
HEIMDAL CYBER ALERTS
The ConnectWise Heimdal Cyber Alerts service board displays all the tickets related to all the email alerts coming from the Accounts section of the HEIMDAL Dashboard, except for the ones related to GP changes and Microsoft Updates. To visualize the tickets in ConnectWise PSA, go to Service Desk -> Service Boards and filter the data by Heimdal Cyber Alerts:
All newly created tickets will have a New status and one of the types: Privileged Access Management, Ransomware Encryption, Next-Gen Antivirus, VectorN Detection, or Zero-Trust.
IMPORTANT
For tickets to be automatically created in ConnectWise PSA, the alerts below need to be enabled in the HEIMDAL Dashboard: