Domotz Pro User Guide

4.16.1. How to Create a Shared Alert

First step is to create at least one Contact Channel on the right side.

You can specify different channels that will receive the events specified in the Shared Alert.

  • An Email Address endpoint is simply an email address (whether a Domotz account or not). 
  • Webhook address endpoint is a third party host that will receive a message once the events are triggered.
  • Zendesk, gives you the ability to connect your Zendesk ticketing system account and receive there the alerts.
  • Autotask PSA, gives you the ability to connect your Autotask ticketing system account and receive there the alerts.
  • Slack webhook endpoint is a special integration with the Slack messaging software. Please refer to the Slack webhook creation user guide page on how to generate the endpoint URL. 
  • A Microsoft Teams webhook is a special integration with the Microsoft Teams messaging software. Please refer to the Microsoft Teams guide on how to generate the webhook. 

Then Create a new Shared Alert.

Any Shared Alert can be active (by default) or inactive. This can be changed with the status toggle.

Give the Shared Alert a custom Name and pick a color (this will be of help inside the App during the selection).

 

Select previously created Contact Channels and Add Events: You can add one or more events that will trigger alerts to the specified channels. You can choose between devices events or network events. 

 

Once the Shared Alert is created you'll be able to disable it and modify it.

After creating the Shared Alert, you need to apply the created Alert to a specific device or at the Agent level. Please refer to @4.4.3.3.1. Apply a shared alert‍  and @4.5.5.2. Shared Alerts‍ .

 

4.16.1.1. Zendesk Integration

You can connect your Zendesk Account into Domotz. Zendesk will become one of the Contact Channels available when creating a Shared Alert. This means that you can create or update a Zendesk ticket when a specific event occurs in Domotz.

 

You'll need:

  • Zendesk Domain Name
  • Zendesk User Name
  • Zendesk API Token  (how to get it)

After the connection with your Zendesk Account is complete you can decide to map your Domotz Agents onto Zendesk Organizations. In this way everytime a specific Agent generates an alert on the Zendesk contact channel you'll recevie a ticket on Zendesk already assigned to a chosen Organization.

 

Please note that the Domotz Agent mapping is not mandatory. If no choice is done tickets will arrive anyway, yet with no Organization set.

Tickets created on Zendesk will contain all the needed information. If a device will trigger an alert and an opened ticket for that device is already present in Zendesk, the new event will be appended to the same ticket. 

4.16.1.2. Autotask Integration

You can connect your Autotask PSA Account into Domotz. Autotask PSA will become one of the Contact Channels available when creating a Shared Alert. This means that you can create or update an Autotask ticket when a specific event occurs in Domotz.

 

You'll need:

  • Autotask PSA User Name/Password
  • Autotask API user
4.16.1.2.1. Autotask PSA API user creation

First step for the integration has to be performed on Autotask PSA side. Please follow these steps.

Open the Autask main menu and click over Admin and Extensions & Integrations.

Under “Other Extensions & Tools” click on “Integration Center”:

Search for “Domotz – RMM” and Mouse over the burger menu and click “Edit”.

Mark as “Active” and then press on “Save&Close”.

Once done, search again “Domotz – RMM” (should be on the top of the list), and Mouse over the burger menu and click “Add API User”.

Fill General tab accordingly and select Security tab. Select a robust password, and copy both the Username and Password. The tool will also ask to fill HR, Approvers, Associations.

The above are the credentials you'll use inside Domotz to connect your Autotask Account.

4.16.1.2.2. Autotask Contact Channel creation

Now that you have your Autotask API user created, you can proceed in connecting it to Domotz. Please click on Connect Account button and enter your credentials.

Now select the Autotask queue in which Domotz will create support tickets.

Click on Manage Agents and select to which Autotask PSA Accounts each Domotz Agent should create a support ticket on.

Please note that the Domotz Agent mapping is not mandatory. If no choice is done tickets will arrive anyway, yet with no Account set.

4.16.1.3. ConnectWise Manage

Before adding the ConnectWise Manage integration in Domotz you need to set up your ConnectWise account properly.

4.16.1.3.1. Configuring ConnectWise Manage security roles and API members

Security roles and API members are used for connecting Domotz to your ConnectWise Manage account. Thihs must be performed by a ConnectWise Manage administrator with permissions to manage security roles and members. If you can't please ask your manager.

4.16.1.3.1.1. Add security roles

Log into the ConnectWise Manage dashboard and from the navigation menu, click System, then Security Roles.

Click on Add button and insert "Domotz API" for role ID.

Expand the below roles groups and enable the following roles:

  • company maintenance
  • close service tickets
  • service tickets
  • member maintenance
  • security roles
  • API reports
  • finance agreements

The levels needed are showned in the following pictures.

 

Then click Save.

After adding security roles you need to add a member and API member. 

4.16.1.3.1.2. Add member and member API

Open Members menu under System.

Please check you have at least one location with at least one business unit defined before creating a new member in ConnectWise Manage, 

Open the API Members menu and click on the add button to create a new member API.

  • Enter DomotzAPI as the Member ID.
  • Select Domotz API as the Role ID.
  • Select Corporate (Level 1) as the level.
  • Select Corporate as the name.
  • Select a location.
  • Select a business unit.
  • All other options should be set to best reflect that this account has a view of your entire organization, not just a single location or business unit.
  • Click Save
4.16.1.3.1.3. Set an API Key on a member

After creating a member you need to create an API key. Select the member from the membners list and then open the API Key menu.

 

Click on the add button and insert CW Domotz as description. Then click Save.

 

Copy and save the Public and Private API keys, that will be used inside Domotz.

 
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