Firescope-ConnectWise integration

Introduction

The Firescope-ConnectWise integration allows Firescope users to escalate events as ConnectWise tickets. 

Requirements

ConnectWise v4.6.

Open communication from the 1Gateway server to the ConnectWise server on the API port (usually 443). 

Message flow

Event to Incident

1. Firescope sends an event to 1Gateway using the 1Gateway restful web service.
2. 1Gateway transforms the Firescope event into a Normalized Incident
3. 1Gateway looks up if there are any corresponding ConnectWise ticket IDs for this event data id
   1. If found, it will update the ticket. If not, it will open a new ticket.
4. 1Gateway routes the incident to the ConnectWise sender plugin
5. 1Gateway transforms the Normalized Incident into a ConnectWise incident
6. The 1Gateway ConnectWise sender plugin opens or updates a ticket in ConnectWise
7. 1Gateway persists the relation from Firescope event data id to ConnectWise ticketId

Incident picklist

1. The 1Gateway ConnectWise poller uses the ConnectWise REST API to check for open tickets
   1. It does an incremental lookup every short interval (configurable)
   2. And a full wipe and replace lookup every long interval (also configurable)
2. 1Gateway transforms the list of tickets into the Firescope format
3. The 1Gateway Firescope Sender plugin uses the Firescope REST API to send the tickets to Firescope

Step-by-step

1. Install 1Gateway, licenses and plugins
2. Configure ConnectWise Sender plugin
3. Configure ConnectWise Listener plugin
4. Configure Firescope Sender plugin
5. Configure 1Gateway integration url in Firescope

Overview

The integration uses three plugins:

The ConnectWise listener plugin polls for tickets from a ConnectWise installation and sends them into 1Gateway. Used version: release v4.6 API 3.0. Together with the ConnectWise sender, it allows real time synchronization between several ConnectWise instances or other service desk products.

Installation

First install 1Gateway and the plugins

1Gateway installation

This documentation is for the on-premise edition of 1Gateway. The SaaS edition is documented in the customer portal.

Requirements

Minimum installation requirements are:

• Java 1.8
• MySQL 8 
• 2 CPU cores
• 8GB RAM
• 4GB free disk space

For a busy production system we recommend 16GB RAM and 4 CPU cores.

The UI is supported on Google Chrome and Firefox.

1Gateway is packaged in three different ways:

• as a windows installer
• as a zip file
• as a Docker image

Docker installation

To install 1Gateway as a Docker container (including mysql), run this command (docker-compose.yaml is located in the 1Gateway Root Directory):

docker-compose up

Copy

BASH

For the next steps, jump to plugin and license installation 

Zip installation

To install 1Gateway from the zip file, simply extract the zip file to a folder of your choice and run the startup shell script. For the next steps, jump to plugin and license installation 

Windows installation 

As a user with administrator rights, run the Windows installer. The installer package for windows is called 1Gateway-2.3-[buildinfo].exe. 

Detailed windows installation instructions here.

Run 1Gateway-2.3-buildinfo.exe

If this window appears, click on Yes

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Accept the EULA

Accept the 1Gateway EULA

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Select folder

Next

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Install

Click on "Install"

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Watch progress

Pay close attention to the progress bar as it inches to completion

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Finish

1Gateway is now installed and running as a service.

 

Log in to 1Gateway

Launch a browser, preferably Chrome, and navigate to http://your-1gateway-server:8090. Login as user admin, password admin.

Install plugins and licenses

Make sure you have the 1gateway zip file that includes the plugin files and valid licences information ready. This file has been provided to you with the installation files.

1 - Login

Login to 1gateway, and make sure you are in "Advanced mode". If this is the first time you log in, the default user and password are both 'admin' (without the quotes).

2 - System Maintenance

Click on the menu icon and choose the option "System maintenance"

3 - Upload file

In the System maintenance view you can either drag and drop the downloaded zip file or selected it by clicking the "choose file" button.

4 - Restart

After the upload installation will be confirmed. Restart 1Gateway to ensure any locked files are updated.

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Configure the plugins

ConnectWise Sender

Field name	Supported values	Description
ConnectWise API ticket url	Valid URL	Endpoint for the ConnectWise API (including version)
User	Any string	Username in ConnectWise
Public key	Any string	Public key in ConnectWise
Private key	Any integer	Private key in ConnectWise
Client id	Any string	Client id in ConnectWise (used for authentication)
Default company id	Any integer	Id of the company to assign new tickets to

To use the ConnectWise Sender together with the listener (used for synchronization) make sure that the ConnectWise endpoint is exactly the same in both listener and sender.

ConnectWise Listener

Field name	Supported values	Description
ConnectWise API ticket url	Valid URL	Endpoint for the ConnectWise API (including version)
User	Any string	Username in ConnectWise
Public key	Any string	Public key in ConnectWise
Private key	Any integer	Private key in ConnectWise
Client id	Any string	Client id in ConnectWise (used for authentication)
Conditions to filter on	Any string	Conditions to filter by when polling for tickets
Polling interval (in seconds)	Any integer	Default is 300

To use the ConnectWise Listener together with the sender (used for synchronization) make sure that the ConnectWise endpoint is exactly the same in both listener and sender.

Firescope Sender

Incidents

Field name	Supported values	Description
Firescope server	Any string	Firescope server or IP
Firescope port number	Any integer	Firescope port number
Username	Any string	Username to authenticate with
Password	Any string	Usernames password

CIs

Main configuration

Field name	Supported values	Description
Firescope server	Any string	Firescope server (IP address or Domain name).
Firescope port number	Any integer	Firescope port number
Username	Any string	Username to authenticate with
Password	Any string	Usernames password
Max queue size	Any integer	Size of the queue of incoming messages.
Discard	Tickbox	Discard messages when queue is full.
Filter expression	Valid expression	Future use
Endpoint name	Any string	Name of the Firescope system (plugin identifier).

CMDB configuration

Field name	Supported values	Description
Simulation mode	Tickbox	If in simulation mode, CIs are saved in a simulation collection and are not sent to the CMDB.
CMDB replica collection	Any string	Name of the CMDB replica collection where CIs from the CMDB are stored. Used by matching rules to decide if there is a match between the CMDB CIs and other systems CIs.
Outbound message processing	Tickbox	Future use
Outbound message types	Any string	Future use

CMDB configuration profiles

Poller profiles

Field name	Supported values	Description
CI message type	Any string	Message type of the asset polled for. These CIs are inserted in the replica collection and used for matching.
Account	Any string	Firescope SDDM acount to poll for
Run interval in seconds	Any integer	Interval between two poll cycles.

Rule profiles

Field name	Supported values	Description
Message type	Any string	Message type in the replica collection to evaluate
Rule type*	Any string	Future use
Comma-separated list of fields	Any string	List of fields to match on. If the incoming asset has the same field value as the CI in the CMDB, it is considered the same CI.
Priority	Any integer	Rule priority. Rules are evaluated in ascending order until a match is found *

Firescope Listener

Configure Firescope to send its events to your 1Gateway instance. The url of your 1Gateway instance is of the format http(s)://[your.1gateway.server.com]:[port]/ws/rest/send?token=[your-api-token]&type=FirescopeEvent&pid=firescope.

POST

http://localhost:8090/ws/rest/send?token=

{
"element" : "myelement",
"source" : "MyPC",
"value" : 42,
"ts" : 1522831644,
"type" : "ExternalMetric"
}

The Firescope Listener plugin does not require any configuration.