The Kaseya RMM Extension

SECURITY  Security level with Admin permission to configure Remote Monitoring / Management Extensions

NAVIGATION   > Admin > Extensions & Integrations > Remote Monitoring / Management Extensions > Kaseya

The Kaseya Extension supports the:

• Creation of organizations and devices in Autotask
• Automatic creation of tickets from alerts
• Round-trip ticket closure

For a description of these features, refer to Remote monitoring & management (RMM) extensions.

Additionally,

• Two pre-configured LiveLinks provide access to Kaseya machine and ticket details without leaving Autotask.
• Kaseya organization (machine group), device, and ticket information is stored in User-Defined Fields that are automatically set up when the extension is enabled. Refer to Kaseya User-Defined Fields.
• Multiple organizations (machine groups) and/or sub-groups can map to one Autotask Organization. Autotask stores the entire Kaseya Group ID for each organization (machine group) in the “Kaseya Customer ID” Organization UDF. The UDF stores multiple groups and sub-groups in a comma-separated list.

IMPORTANT  The Kaseya Extension was updated to use the Kaseya VSA REST API. This change was a result of Kaseya’s announcement to deprecate the Kaseya VSA SOAP API. This update is the last major update to the extension. The extension has moved to a bug/security fix mode.

NOTE  This applies only to the Autotask integration and not third party Kaseya integrations.

The Kaseya Extension requires Kaseya version 2008 – 5.x or higher, including Kaseya Managed Service Edition - G1. Versions earlier than 2008 – 5.x do not include the Kaseya Web Services API.

Kaseya supports this extension for its cloud-based (SaaS) products.

The Kaseya Extension can be used with Kaseya when it is hosted by a third-party provider hosting Kaseya for one or more customers.

NOTE   If a third party is hosting Kaseya, the provider must enable the Web Services API for Kaseya. Contact the provider to enable the Web Services API.

Kaseya now enables the Web Services API for the three products that it hosts:

• IT Center, v 6.0.0
• IT Toolkit, v 6.0.0
• Kaseya Free, v 6.0.0

Autotask's Kaseya Extension operates with these products.

IMPORTANT  Important Note for existing Kaseya Extension Users: When upgrading from Kaseya 5.x to Kaseya 6.x, you must contact Kaseya Helpdesk before you upgrade, or enter a ticket through the Autotask Client Portal. Indicate that you are ready to upgrade to Kaseya 6.x.

NOTE  Kaseya Service Desk user's note: If you are using version 6.x or later and are now using Kaseya Service Desk, you must update the Autotask Extension adapter to select the current version.

If this list does not include the Kaseya product or version you are currently using, contact Kaseya.

Available ports for Autotask

For custom configurations where standard ports TCP 80 and 443 are not available for Autotask outgoing requests to customer servers, Autotask security now permits the use of port 2610.

Using HTTPS and SSL certificates

To ensure data security, Autotask requires the use of a third party Certification Authority when using https encryption. Autotask does not recognize self-signed certificates because they do not provide any form of authentication outside of the originating organization. If you attempt to access Autotask using a self-signed certificate, you will receive a message indicating that a secure server connection cannot be established.

In order to integrate with Autotask you must use a third party Certification Authority or forgo the use of https. If you choose to integrate without using https, simply substitute http in place of https in the URL you use to access your RMM vendor's services.

Managed Services Extensions must be activated by Datto. When activated, the extension becomes available in > Admin > Extensions & Integrations > Remote Monitoring / Management Extensions >   Kaseya. An additional link appears in > CRM > Launch Discovery Wizards > Kaseya.

Contact Kaseya Helpdesk to have an extension activated.

Refer to Enabling the Kaseya Web Services API.

The next step is to set up device discovery for Kaseya in Autotask. Here, you set up a discovery schedule, enter information needed to authenticate to the Kaseya server, and select advanced configuration options. Refer to Setting up Kaseya Device Discovery.

Manually launch Device Discovery and wait to be notified that the process has completed. Refer to Running device discovery.

In this step, you map the customers in your remote monitoring software to Autotask organizations. This is a very important step. Tickets will not map Autotask Organizations correctly until this is completed. Refer to Importing discovered devices into Autotask.

To create Autotask tickets from Kaseya alerts, you must enable Kaseya Alert Handling for an email processing mailbox. Refer to Creating a Kaseya mailbox in Incoming Email Processing.

NOTE   Be sure to also review the duplicate-ticket handling information in Configure the Duplicate Ticket Handling system setting.

If you use Kaseya Service Desk

Kaseya Service Desk users must set up an email template and a procedure to forward Kaseya Service Desk alerts to Autotask. These steps are completed in Kaseya. Refer to Forwarding alerts from Kaseya Service Desk.

If you use Ticketing

If you use an older version of Kaseya without Kaseya Service Desk, you must configure a Notify Policy that determines when email notifications are sent out by the Ticketing module. These notifications must be sent to the Kaseya mailbox you configured in Incoming Email Processing. Refer to Configuring a Ticketing "Notify Policy".

The Kaseya Extension provides two Kaseya-specific LiveLinks that allow users to open a Kaseya Machine detail or Ticket detail view directly from Autotask. Refer to LiveLinks for Kaseya.