xMatters & Kaseya Integration

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

 

Kaseya provides IT management software that helps MSPs and mid-sized enterprises better manage IT to drive the success of their businesses. Kaseya Virtual System Administrator (VSA)  is an IT Systems Management platform that can be leveraged seamlessly across IT disciplines to streamline and automate IT services. By integrating with xMatters, Kaseya gets the power of intelligent multi-channel delivery, management and action to reducs time to resolution and customer impact.

Installation and Configuration

Installation and Configuration

Requirements

Application Version
xMatters 5.5.57+
Kaseya VSA Service Desk

7.0.0

Note: This integration was designed and built for Kaseya's on premise product. 

Download the integration archive

The .zip file attached to this article contains all of the components required by xMatters and Kaseya. Download the attached .zip file to a location on your local machine, and extract the contents.

You may also notice that there is another .zip file within the extracted integration archive. This is the workflow, which contains pre-configured integrations, forms, properties, and messages specifically designed for the integration. Do NOT extract the contents of the workflow .zip file – you'll import it directly into xMatters.

Integration components 

Kaseya.zip The workflow to import into xMatters

procedure
+- xMProcedure.xml

The procedure to import into Kaseya
shell_script
+- xMatters.ps1
+- xMFunctions.ps1
The PowerShell script and Function library to generate the REST request to xMatters
shellcommanddef
+- xMCommandDef.xml
The command definition file that serves to map the parameters from the procedure to the shell script 

Configuring xMatters

Create an integration user

This integration requires a user who can authenticate REST web service calls when working with events – these permissions are provided by the "REST Web Service User" role in xMatters. See Create an integration user for more information.

Note: Make sure you keep the user ID and password of this user handy. You'll need them when configuring other parts of this integration.

Import the workflow

  1. Navigate to the Workflows tab and click Import.
  2. Locate the components\xmatters\Kaseya.zip file inside the extracted .zip file and click Import Workflow.
  3. Click the gear icon beside the workflow, and select Editor Permissions.
  4. Add the integration user, and then click Save.
  5. Click the workflow name to open the Forms tab.
  6. For the first form in the list, click the Web Service dropdown, and then select Sender Permissions.
  7. Add the integration user, and then click Save Changes.
  8. Repeat steps 6-7 for the next form.

Adding the Procedure to Kaseya

  1. Copy the \components\kaseya\shellcommanddef\xMCommandDef.xml to the C:\Kaseya\xml\SDProcShellCommand\0 folder. This contains the script name and parameters and makes them available to the Procedure.

  1. Login to the Kaseya application: http://servername/vsapres/web20/core/login.aspx where "servername" is the hostname of the Kaseya 7.0 server.
  2. Navigate to Service Desk > Procedures Definition > Stage Entry or Exit. Click on the appropriate folder and click Import Folder/Procedure:

  1. Either navigate to components\kaseya\procedure\xMProcedure.xml in the extracted .zip file, or paste in the contents and click Save.

  • By default, this will fire for tickets with an Urgent priority. Update the procedure to match your business needs.

  1. Next, go to Service Desk > Desk Configuration > Desk Definition and select the appropriate Desk. Click on the Processing tab and then the Stage sub tab:

  1. Click on the New stage and click Edit to bring up the Edit Stage dialog.
  2. On the Procedures tab in the Stage Entry box, select the newly created procedure and click Save:

Configure Procedure Variables

Navigate to the Service Desk > Common Configuration > Procedure Variables and add variables for each item with the corresponding value below:

xM_Default_Group The default group to notify if the Ticket does not have a Pool nor an Assignee All

Kaseya Service Desk

 
xM_Host

The hostname including https of the xMatters system

All https://acme.na1.xmatters.com  
xM_Pass

Password for authenticating to xMatters

All passwordhere The password can also be stored on the Kaseya server in the xM_Script_Path folder in a file called xMPassword.txt.
xM_Script_Path

The path to the xMatters script file

All C:\xMScripts See the section below on granting privileges to this folder
xM_User The username used to authenticate to the xMatters endpoint All kaseya The user created above

Deploy Shell Script

The Windows Powershell script facilitates the communication between Kaseya and xMatters through the REST Web Service calls and consequently, this script must reside on the Kaseya server.

For on premise installations, copy all the ps1 files in components\kaseya\shell_script to a folder on the Kaseya server. Note the install directory and update the xM_Script_Path appropriately. The xM.log file will be created automatically.

For on demand instances, contact Kaseya for help with this step.

Important: The permissions on this folder must be updated to allow Kaseya to read and write to the folder. Right click on the folder and click properties to display the folder properties dialog. Click the Security tab:

Click the Edit button to display the Permissions dialog and click Add.

Enter IIS_IUSRS and click Check Names:

Click OK, and the Permissions dialog is re-displayed with the IIS_IUSRS added. Make sure the Write permission has a check under Allow:

Click OK.

Troubleshooting the Integration

The xMatters.ps1 file contains a $debug variable that will print detailed information about the REST request to the xM_Script_Path\xM.log file. Inspect this file for any errors.

xMatters Reference

JDN-4824 Originally created by Travis Depuy

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