# Kaseya

## Domotz Kaseya BMS Integration

Kaseya Logo Overview

The image displays the Kaseya logo, which consists of the word "Kaseya" in bold black text. Above the text is a stylized blue emblem resembling an abstract "K" shape, adding a visual symbol to the brand identity.

Domotz [network monitoring software](https://www.domotz.com/) includes Kaseya business management solution (BMS) integration so you can monitor and manage devices in Domotz and discover issues. Furthermore, you can send those issues directly to Kaseya professional service automation (PSA) software to track them.

This integration aims to help you with better tracking and troubleshooting of network and device issues which Domotz discovers.

## How to set up the Domotz Kaseya BMS integration

You can connect your Kaseya BMS Account to Domotz. Kaseya BMS will become one of the Contact Channels available when creating a [Shared Alert](https://help.domotz.com/user-guide/shared-alerts-webhooks-ticketing-systems/). This means that you can create or update a Kaseya ticket when a specific event occurs in Domotz.

You’ll need:

- Kaseya BMS Username
- Kaseya BMS Password
- Kaseya BMS Company (e.g. Domotz Inc)
- Kaseya BMS URL: please check your Kaseya BMS URL endpoint (e.g. https://bms.kaseya.com)

## Kaseya BMS Contact Channel creation

Once you have received your API credentials, you can proceed in connecting it to Domotz.

1. Open the **Shared Alerts and Ticketing Systems** menu from the left sidebar inside the Domotz App and click on **Connect Account** next to the Kasya BMS section.

Kaseya BMS account connection interface.

1. On the left, the Kaseya BMS logo and name are displayed.
2. To the right, there is a "Connect Account" button. Click this button to initiate the connection process for your Kaseya BMS account.

2. Click on **Connect Account** button under the **Shared Alerts and Ticketing System** section in Domotz and then insert your Kaseya username, password, company and URL:

Connect Kaseya BMS Account

1. Enter the Kaseya BMS URL: It is pre-filled with "https://bms.kaseya.com."
2. Input your Kaseya BMS Company Name in the designated field.
3. Enter your Kaseya BMS Username.
4. Type your Kaseya BMS Password. The password is protected with bullet points.
5. Optionally, check the box to "Automatically close tickets, if possible."
6. Click the "Save" button to apply the settings.
7. Use the "Cancel" button to discard changes.
8. For additional help, click "Learn More" to access the Domotz User Guide.

Important note: if you select the "Automatically close tickets, if possible" checkbox please jump here.

3. The next step is to select the following required fields in order for Domotz to successfully create a ticket into the Kaseya BMS ticketing system:

Configure Kaseya BMS Ticket Fields

1. Select a queue from the dropdown labeled "Please select a queue."
2. Choose the ticket priority using the "Please select a ticket priority" dropdown.
3. Select the ticket source from the "Please select a ticket source" dropdown.
4. Choose the ticket status via the "Please select a ticket status" dropdown.
5. Pick the ticket type using the "Please select a ticket type" dropdown.
6. Click the "Connect" button to apply the settings.

For further assistance, refer to the Domotz User Guide link at the bottom.

- The ticket queue is where Domotz will create support tickets:

Selecting a Kaseya BMS Queue.

1. Choose a queue for ticket handling by selecting one of the following options: Level Four Support, Level One Support, Level Three Support, Level Two Support, or Unknown Ticket.
2. After making your selection, click the "Save" button to apply the change.
3. For additional information, access the "Domotz User Guide" through the provided link.

- Ticket priority - select a specific priority for each ticket from the list of ticket priorities defined in your Kaseya BMS account:

Selecting Ticket Priority in Kaseya BMS

1. Choose a priority level from the options available: High, Low, Medium, Very High, or Very Low. Each option is accompanied by a selectable radio button.
2. Click the "Save" button to confirm your selection.
3. For further guidance, refer to the “Domotz User Guide” link provided below the save button.

- Ticket source - select a specific source for each ticket from the list of ticket priorities defined in your Kaseya BMS account:

Select Kaseya BMS Ticket Source

1. Choose the source for newly opened tickets from the available options:
   - Client Portal
   - Phone
   - On Site
   - Email
   - Monitoring System
   - Voice Mail
   - Verbal
   - Other
   - Recurring

2. Click the "Save" button to apply your selection.

For additional information, you can refer to the Domotz User Guide.

- Ticket status - select a specific status for each ticket from the list of ticket priorities defined in your Kaseya BMS account:

Select Kaseya BMS Ticket Status

1. Choose a status for newly opened Kaseya BMS tickets from the following options: New, Waiting For Customer, In Progress, Escalated, Assigned, or Completed.
2. Select the appropriate radio button next to the desired status.
3. Click the "Save" button to save your selection.
4. For further assistance, refer to the Domotz User Guide link below the save button.

- Ticket type - select a specific type for each ticket from the list of ticket priorities defined in your Kaseya BMS account:

Select a Kaseya BMS ticket type and save it.

1. Choose the ticket type for newly opened tickets by selecting one of the following options: Incident, Service Request, Problem, or Change Request.
2. After selecting the desired ticket type, click the "Save" button to apply your choice.
3. For additional assistance or information, refer to the "Domotz User Guide" link provided below the save button.

Your Kaseya BMS account is now connected with Domotz.

4. Click on Manage Agents and select to which Kaseya BMS Accounts each of your Domotz Agent should create your support tickets.
Once you have selected a particular contact, please specify the location for that contact:

Mapping Domotz Agents to Kaseya BMS Accounts:

1. On the left, find the "Domotz Agents List." Each agent, such as "Draper Agent (Testing)" and "Draper Office - Lab," has a checkbox next to it.
2. On the right, under "Kaseya BMS Account," locate available accounts like "Test Company" and "Test Company | Test Location." Each account may have a number indicating available slots.
3. To map an agent to an account, select the checkbox next to the desired Domotz agent. Then, choose the corresponding Kaseya BMS account where the agent should create support tickets.
4. Use the "Filter by Name" tool to easily search and match agents and accounts by name.
5. Click "Close" at the bottom to save your mappings and exit the screen.

**Note**: Please note that the Domotz Agent mapping is mandatory. If no choice is done, events on Agents not mapped to any Account in Kaseya BMS will not be delivered.

You are now able to use the Contact Channel for Kaseya BMS, within the Shared Alert profile. Once the Shared Alert profile is created, apply the Shared Alert to the Agents and Device for which you are willing to automatically open tickets in your Kaseya BMS.

## Automatically Close Tickets

To enable this option go to "Alerts Settings":

Navigating to Alerts Settings in the Software Interface

1. On the left sidebar, locate the bell icon, which represents the Alerts section.
2. Click on the bell icon to access the Alerts Settings page.
3. At the top of the Alerts Settings page, choose between "Shared Alerts & Ticketing Systems" or "Personal Alerts" to configure your alert preferences.

And click on the "Edit" button on the Kaseya BMS Contact Channel section:

Managing Contact Channels in a Software Interface

1. Locate the "Contact Channels" section in your software interface.

2. For each channel, options include managing agents or editing settings.

3. To edit a specific channel, such as "Kaseya BMS", click the "Edit" button next to it.

4. Other options available include connecting accounts for channels like "ConnectWise Manage", "RepairShopr", "Syncro", and others by clicking "Connect Account".

5. Use these options to configure and manage your contact channels as needed.

A this point you will have to: (i) check the Automatically close tickets, if possible" checkbox; (ii) to be able to set the "Status" of a "Closed Ticket":

Ticket Automation Settings

1. To enable automatic ticket closure, ensure the checkbox labeled "Automatically close tickets, if possible" is checked.
2. For closed ticket status, select "Escalated" from the dropdown menu.

Other settings include selecting "Level Four Support" for where Domotz opens tickets, "High" for ticket priority, "Email" for ticket source, "Assigned" for open ticket status, and "Problem" for ticket type. Save changes by clicking the "Save" button. Use "Cancel" to discard changes.

Selecting Kaseya BMS Ticket Fields

1. Select the ticket closed status for newly closed tickets from the following options: New, Waiting For Customer, Completed, In Progress, Escalated, or Assigned.
2. Click the option that corresponds to the desired status. In this image, 'Completed' is selected.
3. Click "Save" to confirm your selection.
4. Additional resources are available through the "Learn More" and "Domotz User Guide" links.
5. To exit without saving changes, click "Cancel."
6. To remove integration, select "Remove integration."

## Select Contract for Customer's Ticket

To attach each ticket created for a customer to a specific contract you have to access the Alerts Settings section on your Domotz agent:

Navigating to Alerts Settings in the Software Interface

1. On the left sidebar, locate the bell icon, which represents the Alerts section.
2. Click on the bell icon to access the Alerts Settings page.
3. At the top of the Alerts Settings page, choose between "Shared Alerts & Ticketing Systems" or "Personal Alerts" to configure your alert preferences.

And then click on the "Manage Agents" button on the Kaseya BMS Contact Channel section:

Managing Kaseya BMS Agents

1. Locate the "Contact Channels" section.
2. Find "Kaseya BMS" on the list, identified by its logo and the URL "https://bms.kaseya.com".
3. Click the "Manage Agents" button next to "Kaseya BMS" to manage your agents for this service.

From this view you can create and/or modify an Agent/Customer association and attach it to a contract:

Mapping Domotz Agents to Kaseya BMS Accounts

1. Select the Domotz agent you want to map by checking the box next to "Pisa Office" in the Domotz Agents List.
2. In the Kaseya BMS Account section, select "AccountWithOneContract" by clicking the corresponding radio button.
3. Use the dropdown menus to assign a specific "Location" and "Contract" if needed.
4. Confirm that "Allow Pisa Office to open tickets on Ticket System" is enabled.
5. Click the "Allow" button to finalize the mapping.
6. Choose between "Domotz" and "test Customer 2" by selecting the appropriate radio button as needed.
7. Click "Close" to exit the mapping interface.