PacketTrap MSP integrates with several professional service automation (PSA) applications which allow you to provide time-tracking, billing, and reporting tools for your IT business. PacketTrap MSP integrates with the following PSA applications:
l ConnectWise l Tigerpaw l Autotask
PacketTrap MSP also offers its own integrated PSA solution, PacketTrap PSA. For more infor- mation and to download a free trial, go tohttp://www.packettrap.com/products/packettrap- psa/.
NOTE: You must have IIS (Internet Information services) installed on the PacketTrap MSP Server for any of the PSA applications to work.
The following image shows the Administration view in your product where you will find the PSA Integration icons.
See Also
l Using PacketTrap PSA
l Integrating PacketTrap MSP with ConnectWise l Integrating PacketTrap MSP with Tigerpaw l Integrating PacketTrap MSP with Autotask
Using PacketTrap PSA
Whether you are using spreadsheets and sticky notes or clunky software, PacketTrap PSA will transform your service management into an efficient process. Companies like yours will benefit
from significant time savings and a dramatic increase in profitability. The following list show the specific advantages PacketTrap PSA can offer you:
l Enjoy an easy to use yet powerful interface that even your techs enjoy using l Gain access to customer information and service performance metrics l Increase revenue by easily capturing all billable service activities
l Save time from order to invoicing and deliver superior customer service
The integration feature allows you to integrate data from PacketTrap PSA with PacketTrap MSP. It includes company integration, device integration, ticket creation and ticket reset using the callback functionality.
To start the integration process
1. Click Configuration -> Administration.
2. Under the 3rd Party Integration section, click the PacketTrap Integration icon. From here, you will need to follow the instructions documented in the PacketTrap PSA Integration Guide, which is posted in the PacketTrap MSP Knowledgebase.
To see the PacketTrap PSA Integration Guide, go tohttp://communities.quest.com/docs/DOC- 12503.
For more information about PacketTrap PSA and to download a free trial, go to
http://www.packettrap.com/products/packettrap-psa/.
Integrating PacketTrap MSP with Autotask
Autotask Corporation builds web-based, cost-effective software specifically designed for VARs, MSPs, and other technology solution providers that can help them manage their businesses better. This software makes it easier to sell, implement, manage, and bill their technology prod- ucts and services. When the two products are integrated, PacketTrap MSP automatically syncs ticket and alert information to Autotask. Alerts triggered in PacketTrap MSP are automatically turned into service tickets in Autotask giving technicians central access to them. The round trip ticket closer feature in Autotask resets the alert in PacketTrap MSP to complete the process.
For more information about integrating Autotask with your product, see theAutotask User Inte- gration Guide.
To configure Autotask to work with PacketTrap MSP
Before you can integrate Autotask with PacketTrap MSP, you must make sure that you have not integrated your product with any other PSA application. You can integrate only one PSA appli- cation at a time.
1. In PacketTrap MSP Studio, on the menu bar, click Configuration -> Administration. 2. Under 3rd Party Integration, click Autotask Integration.
3. Type a valid Virtual Directory Name.
4. Click Save. This action enables the Configuration tab. 5. Click the Configuration tab.
6. Type a valid username, password, and Autotask URL. 7. Click Test, and then click OK when the message appears. 8. Click Save.
NOTE: You must have System Administrator privileges in Autotask to save your con- figuration.
9. In the Values To Set After Configuration section, do the following:
l Type a customer's phone number l Select an Account Owner
l Select an Account Type l Select a Work Type l Select a Status l Select a Priority l Select a Queue l Select an Issue Type l Select a Sub Issue Type
l Deselect the Include Device Detail URL In Ticket only if you do not need to include
the device detail URL in the ticket description
l Select the Map Ticket With Asset check-box to link a ticket created by a triggered
alert to an asset
10. Click Save to save your configuration.
You can now add alerts to your configuration or remove it to configure PacketTrap MSP to inte- grate with another PSA application. For more information, see theAutotask User Integration Guide.
Integrating PacketTrap MSP with ConnectWise
ConnectWise combines help desk, dispatching, service level management, project management and CRM services into a single Web-based application, with integrated time-tracking, billing and reporting. ConnectWise provides you with more control of your business, your employee utilization rates, while potentially increasing your revenue and profitability.
PacketTrap MSP integrates with ConnectWise Service Ticket API to provide you the following benefits:
l Alerts triggered in PacketTrap MSP are automatically turned into service tickets in Con-
nectWise
l Tickets closed in ConnectWise will close the associated alerts in PacketTrap MSP l ConnectWise takes advantage of PacketTrap MSP's auto remediation capabilities l Ability to send all or some alerts to ConnectWise
For more information about integrating ConnectWise with your product, see theConnectWise User Integration Guide.
To configure ConnectWise to work with PacketTrap MSP
Before you can integrate ConnectWise with PacketTrap MSP, you must make sure that you have not integrated your product with any other PSA application. You can integrate only one PSA application at a time.
1. In PacketTrap MSP Studio, on the menu bar, click Configuration -> Administration. NOTE: You must have the appropriate user permissions specified in the ConnectWise for Company Integration API in order to create a new configuration. If not, an error message appears. Similarly, you must have the appropriate user permissions in the Managed Serv- ices API in order to enable the Devices tab. If not, an error message appears.
2. Under 3rd Party Integration, click ConnectWise Integration. 3. Type a valid Virtual Directory Name.
4. Click Save. This action enables the Configuration tab. 5. Click the Configuration tab.
6. Type a valid Company ID, username, password and ConnectWise URL. 7. Click Test, and then click OK when the message appears.
8. Click Save to save your configuration.
You can now add alerts to your configuration or remove it to configure PacketTrap MSP to inte- grate with another PSA application. For more information, see theConnectWise User Inte- gration Guide.
Integrating PacketTrap MSP with Tigerpaw
When you combine the PSA tools of Tigerpaw with PacketTrap MSP's remote management and monitoring capabilities, they create a full-featured application set for managed service pro- viders (MSPs). Tigerpaw products specialize in building your business. When used effectively, Tigerpaw may help you grow your business by enabling you to deliver a higher level of service to sites by managing, automating and integrating service functions, accounting, CRM, inven- tory, sales, marketing, purchasing, and workflow all in one system.
PacketTrap MSP integrates with Tigerpaw’s service application. For example, email alerts trig- gered in PacketTrap MSP are converted to service tickets in Tigerpaw.
For more information about integrating Tigerpaw with your product, see theTigerpaw User Integration Guide.
Before you can integrate Tigerpaw with PacketTrap MSP, you must make sure that you have not integrated your product with any other PSA application. You can integrate only one PSA application at a time.
1. In PacketTrap MSP Studio, on the menu bar, click Configuration -> Administration,
2. Under 3rd Party Integration, click Tigerpaw Integration. You must configure the Tigerpaw database before the Customers tab is enabled.
3. Type a valid Server Name. To search for a specific server, click the Search button, . 4. Select a valid authentication. If you select Windows Authentication, the Login and Pass-
word fields remain disabled.
5. Select a valid database. If you enter a valid server name and authentication, only data- bases associated with the selected server appear in the Database Name drop-down list. 6. Click Save.
NOTE: An error message appears if you select an invalid, server, authentication, or data- base.
7. In the Values To Set After Configuration section, do the following:
l Select a Rep For Account
l Select a Taken By Rep For Ticket l Select a Rep To Assign For Ticket l Select a Status
l Deselect the Include Device Detail URL In Ticket only if you do not need to include
the device detail URL in the ticket description. 8. Click Save to save your configuration.
You can now add alerts to your configuration or remove it to configure PacketTrap MSP to inte- grate with another PSA application. For more information, see theTigerpaw User Integration Guide.