Kaseya BMS Ticketing Integration

Kaseya BMS is a Professional Services Automation (PSA) service that provides users with enhanced ways to manage their organizations. ThreatLocker provides a way to integrate your Kaseya BMS account, allowing you to receive notifications of Response Center Requests in your Kaseya BMS portal. To integrate your Kaseya BMS account, first navigate to the 'Integrations' page on the left-hand side of your ThreatLocker portal.

On the 'Integrations' page, use the search bar to search for 'Kaseya', then select it.

Once selected, a new window will appear that includes different fields to insert information related to your Kaseya BMS API details.

You will need access to the following information from the BMS instance you wish to integrate:

• Friendly Name - This is whatever you would like to name your Integration
• BMS Server URL
• BMS Company Name
• BMS Username
• BMS Password

Note: An Integration that uses a custom domain requires additional changes for successful validation. If you are using a custom domain, please contact a Cyber Hero via LiveChat for assistance with setting up your Integration.

After you have entered all of the required information, select the 'Save and Test' button at the bottom of the page. If your data was entered correctly, you should see three new questions appear at the bottom of the page.

Do you want ThreatLocker to be able to create tickets in BMS?

This section is required if you want ThreatLocker to create tickets in your Kaseya BMS portal. Once you select the 'Yes' radio button, a list of dropdown menus will populate. All fields that can be changed here correspond to their respective settings, which can be found in 'Admin' > 'Service Desk' within your Kaseya BMS portal.

The available dropdown options in this section are:

• Queue
• Status
• BMS Issue Type
• Priority
• Ticket Type
• Ticket Source

Note: All of these options can be added and deleted from the Kaseya portal. The options above are subjective as they can differ between organizations. They are required to make sure the ticket flow is handled correctly, so make sure you select the correct options for your organization.

Do you want to allow ThreatLocker to update contracts?

If you want ThreatLocker to update contracts, select the 'Yes' radio button. This will provide you with a dropdown titled 'Select your ThreatLocker Service'. This dropdown corresponds to the 'Services' page located in 'Admin' > 'Finance' in the Kaseya BMS portal.

Note: Allowing ThreatLocker to update contracts is not necessary for generating tickets in your Service Desk.

Do you want to be able to map and create BMS accounts in ThreatLocker?

It is essential that you permit and map clients; otherwise, requests for new software will not appear on your Kaseya Service Desk. In this final section, selecting the 'Yes' radio button will show a new field called 'Account Type'. This section corresponds to the list of account types you have in your Kaseya BMS portal. You can choose as many account types as necessary here, and once selected, accounts from those account types will appear in a table below.

BMS Account to ThreatLocker Organization Mappings

This final section displays accounts that are related to the Account Type(s) you selected in the previous step. From here, navigate to the dropdowns of each account you will be integrating with your ThreatLocker account. Select the dropdown underneath the BMS Account, then select the ThreatLocker Organization you would like to map to this account.

After you select 'Save' at the top of the page when this information is inserted, any requests appearing in the Response Center will also be sent to the Kaseya BMS Service Desk using the parameters you inserted in the 'Do you want ThreatLocker to be able to create tickets in BMS?' table.

Note: Tickets automatically close when a request is approved, so you don't need to manually close them in Kaseya BMS.

Custom Security Roles Required Permissions

We have tested the following permissions for a Custom Security Role in your environment. If you experience any issues regarding the setup of a Custom Security Role, please don't hesitate to contact a Cyber Hero via LiveChat.