PSA: Kaseya

Owned by Ryan Seymour, created
Last updated: Jun 12, 2024
4 min read
https://www.kaseya.com/

There are two Kaseya integrations based on Kaseya Versions

Kaseya V1 - Pre January 2022

Kaseya V2 - Post January 2022

Overview

The Kaseya integration has 2 main integration points.

  1. Company Syncing - keep your companies synced between ConnectSecure and Kaseya. You can import directly from Kaseya or map an existing ConnectSecure company to a Kaseya company. This ensures any alerts/tickets raised are going to the correct company. This does not require that you or Create Ticket options.

  2. Create Ticket - enable ticketing integration using your defined Event Set and Integration Profile settings. This is optional and is not required to use Company Syncing options.

Getting Started

Navigate to Global > Settings/Integrations >tap on the Kaseya tile based on your version.

image-20240607-202631.png

There are two Kaseya integrations based on Kaseya Versions

Kaseya V1 - Pre January 2022

Kaseya V2 - Post January 2022

Setup

Credentials

Complete the required fields and tap Update to continue:

Name: Choose a name for the credentials to be added.

Username: Enter the username for the credentials to be used for integration.

Password: Enter the password for the credentials to be used for integration.

Kaseya Domain: Enter the Kaseya domain.

Tenant Name: Enter the tenant name of the Kaseya domain.

Associated Company: Leave this blank to apply for all companies.

Setting Up Kaseya's Credentials

Kaseya Version 1 (Before January 2022) = https://helpdesk.kaseya.com/hc/en-gb/articles/360015206778-Getting-Started-with-your-PSA-tenant

Kaseya Version 2 (After January 2022) = login to your Kaseya portal and navigate to HR Portal, choose API Employee as the User Type and create a record.

 

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Event Set

This is where you tell the integration what events should generate an alert.

Refer to our Event Sets KB here: https://cybercns.atlassian.net/wiki/x/UYCugg

Integration Rules

Here, you define how the ticket is created in Kaseya and which parameters are applied to the ticket upon creation. Complete all required fields and tap Save to continue.

 

 

Field

Description / General Use

Field

Description / General Use

Name

Set the name of the Integration Profile. We recommended separating them based on the ‘Priority’ of the ticket so you have a profile for your P1 vs P2 vs P3 tickets and so on.

Status for Ticket Creation

Set the ticket status used for ticket creation, based on Kaseya configured options. We recommend an ‘Open’ or ‘New’ status.

Status for Ticket Closing

Set the ticket status used for ticket closing, based on Kaseya configured options. We recommend a ‘Resolved’ or ‘Closed’ status.

Priority for Ticket Creation

Set the priority used for ticket creation, based on Kaseya configured options.

Queues for Ticket Creation

Set the queue(s) used for ticket creation, based on Kaseya configured options.

Assignee for Ticket Creation

Set the assignee used for ticket creation, based on Kaseya configured options.

Event Set

Select the associated Event Set from ConnectSecure. This is the association the Event Set uses when creating tickets.

Company Mapping

This is where you manage your company mappings between Kaseya and ConnectSecure; you can import them directly from Kaseya or map existing ConnectSecure companies to Kaseya companies using the Add button. These mappings also include what Event Set and Integration Profile settings apply to the company when using the Create Ticket option.

Upon saving, the Selected Companies section appears with your mapping selection(s). You can use the three-dot action menu to Edit or Delete the company mapping and settings.

Get Support

If you have an integration-related inquiry, please email support@connectsecure.com with the details, and our Support Team will assist you.