We have recently implemented Connectwise and are having a bit of trouble linking Kaseya and Connectwise as we would like. Previously we had Kaseya generate alerts via email to our previous helpdesk system. Any duplicate alerts or alerts for the same ticket the helpdesk would pickup and deal with. With Connectwise we want to use the two way sync but as Kaseya generates a second alert for a fault and doesn't update its own (internal) ticket ConnectWise logs a second ticket also instead of updating the current ticket it has.
Server goes offline > Kaseya generates alert and makes a ticket > Connectwise picks this up and logs a support ticket.
Four hours later the alarm is rearmed, Kaseya generates a new alert for server offline > Connectwise picks this up and generates a second ticket.
I can get rid of the duplicate tickets in Kaseya but only by using the servicedesk module which Connectwise can not link to.
Has anyone else come across this or know a way around having these duplicates?
Thanks in advance,
The only solution I found to do this is a 3rd party module from http://www.devioinc.com/ it works really well. We then enabled KSD to deal with the duplicates then the module from Devioinc syncs all the tickets and statuses (both to and from ConnectWise). We had a couple of teething issues setting it up but found the company really helpful and responsive in resolving our issues. The beauty of it now is that we can use the KSD workflows to automate tasks as the ticket is logged in our helpdesk system and in some cases close the call without any human touching the call.
You can also build a very feature rich integration between Kaseya SD and Connectwise by using the Email Readers in both
By simply formatting the emails sent with approriate text etc both systems make conditional decisions as the emails are read
And then adding to this Kaseya SD ablilty to eliminate duplicates you can minimise and automate the processing of these.