Send Tickets to Kaseya BMS

Once you've set up Liongard's Kaseya BMS integration and Imported and mapped Accounts from Kaseya BMS, you're ready to enable ticket creation in your PSA.

Step 1: Enable Kaseya BMS Service Ticket Generation

Navigate to Admin > Integrations > Kaseya BMS > Ticketing and select Enable Kaseya BMS Service Ticket Creation

Step 2: Configure Ticket Details

Configure how tickets will land in your Kaseya BMS instance by customizing the parameters below the Enable Checkbox.

Here are some recommended defaults, but you should customize them to fit your Kaseya BMS workflow:

  • Ticket Type: Incident
  • Default Ticket Queue: Level One Support
  • Generate a Test Ticket: Log in to your Kaseya BMS instance to view the ticket.

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Sending Tickets to Specific Kaseya BMS Queues

You can send Liongard Tickets to specific Kaseya BMS Queues.

Step 3: Configure Ticket Statuses and Priorities

Liongard has internal sets of Status and Priority fields associated with Actionable Alerts within Liongard. With the Status Mapping and Priority Mapping sections, you can map those internal Liongard values to equivalent values from your Kaseya BMS instance.

Statuses

When a ticket is first created, Liongard sets the status field to the Kaseya BMS status mapped to the "New" status in Liongard.

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No Callbacks from Kaseya BMS

Liongard requires a "Callback" from the PSA platform upon the close of a ticket in order to trigger an inspection to validate issue resolution. Kaseya BMS does not currently support authenticated callbacks, so Liongard is unable to reopen tickets that are closed in Kaseya BMS. This also means that tickets closed in Kaseya BMS will remain open in Liongard until either a) the issue is resolved, triggering the closure of the alert in Liongard upon the next Inspection or b) the alert is manually closed in Liongard. We are currently working on ways to remedy this limitation, and hope to have expanded functionality soon.

You may use any set of statuses that you like for Liongard-generated tickets in Kaseya BMS, but Liongard only takes action based on the three statuses here:

  • New: A new ticket generated by Liongard enters this status, so pick the Kaseya BMS Status that you would typically use for newly created tickets.
  • Re-Opened: When/if we have authenticated callbacks from Kaseya BMS, Liongard will put tickets into this status if the issue persists.
  • Closed - Complete: This is the state that Liongard puts tickets into if it detects that they are resolved.

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Ticket Statuses

Liongard ignores all other ticket statuses and status changes to tickets in Kaseya BMS. You may put Liongard tickets in Kaseya BMS into other statuses without breaking the linkage between Liongard and the ticket, but Liongard will never put a ticket into any other status.

If Liongard detects that a condition is resolved, it will automatically close the ticket in Kaseya BMS.

Priorities

Liongard has an internal set of Priority values that are set by our Actionable Alert rules. You can choose to map those to the preferred priorities that you use in Kaseya BMS.

To set up which alerts you want sent as tickets, click here.


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