BMS/Vorex Live Ticketing

Introduction

Take your Kaseya BMS integration even further with BMS Live Ticketing in IT Glue. This feature allows you to open, update, and resolve BMS tickets directly in IT Glue without having to switch between the applications. Follow this article to set up BMS Live Ticketing in your IT Glue account.

NOTE  Currently, BMS Live Ticketing in IT Glue does not support Recent Items or Related Items. 

Prerequisites

• You must have an active integration set up with Kaseya BMS with "Enable Ticket Integration" checked on. For details, refer to our Integrating with Kaseya BMS topic.
• Users must have access to an IT Glue organization to view tickets associated with it.

For partners with existing BMS integrations:

You will need to resubmit your credentials to enable the live connection with BMS and check the Enable Ticket Integration checkbox on the Sync Settings page (Account > Integrations > Kaseya BMS > Actions drop-down > Sync Settings).

Further, please confirm your IT Glue users have the same email address as your BMS users. Only tickets that the matching BMS user has access to will be displayed in Live Ticketing in IT Glue.

Initial Sync

After you have set up an active integration with Kaseya BMS, the initial bulk sync will bring in all of your tickets from BMS to IT Glue. Please note that, depending on the amount of data you have, it may take a few hours for all results to appear.

My Tickets

You can view all your assigned tickets across all Organizations in a centralized view by navigating to Personal > My Tickets. Opening a ticket from this page will open the ticket details view and automatically navigate you inside the active ticket's organization. 

NOTE  If you have multiple tickets from different organizations open, you will be automatically navigated to the organization of the ticket that you are currently viewing.

Navigating a BMS Service Ticket

All your BMS ticket data will be displayed in one of the four sections on the page:

1. Main panel
2. Ticket tabs
3. Side panel
4. Sub-tabs

NOTE  The Organization sidebar will display the count of all Tickets syncing into your account. When opening Tickets, the number of results may vary due to the filers or view you have applied to the list view.

1. Main Panel

Navigate to Organizations > Tickets to access your Ticket list view. Clicking any of the line items will open the associated ticket. The ticket details appear in the middle of the page. Click the Read More button to see the entire description.

In the main panel, you will need to manage your committed time on the open ticket. Click the checkmark next to the timer to open the Time Log form. For each time log, there is a running timer that starts counting from zero once the ticket is opened and continues to run while the time log form is open. Note that if you manually adjust the start time or the committed time on the ticket, the timer will stop. You have the ability to restart the timer on any open ticket by clicking the restart button.

To resolve a ticket, click Resolve in the top right.

You will be prompted to fill out resolution information and optionally publish a note about this ticket's resolution to the BMS Knowledge Base.

Resolved tickets can be reopened by clicking Reopen in the top right.

2. Ticket Tabs

The top of the ticket page displays a tab panel with all tickets that are currently open. Clicking any of these tabs will bring the corresponding ticket to the foreground. Each of these tabs displays the title, priority, ticket number, and a running timer. You can preview a ticket by hovering over the ticket tab and also rearrange the order of the tabs if desired. To close a tab, click the x icon on the tab.

You can start and stop the timer directly from the ticket tab. The timer starts counting from zero once you open a ticket. If you have a ticket open in multiple browser tabs, each timer starts from zero and can be committed. Note that navigating away from the ticket or closing it will discard any uncommitted time.

3. Side Panel

The ticketing side panel is where you can quickly browse details regarding Custom Fields, RMM Integration data, Ticket Contacts and history, Affected Assets, Attachments, and Duplicate Alarms on the ticket. You can also make edits to your tickets in the ticketing side panel, for a complete ticketing experience in IT Glue! 

NOTE  Ensure user permissions for ticketing match in BMS and IT Glue. For example, if you want a user to be able to edit a ticket for Organization A, the user must have permissions to edit tickets and their security scope must include Organization A. Likewise, the user must have access to Organization A in IT Glue and also have the permission to edit tickets there. 

• Details - View Status, Priority, Queue, Created by, Assignee, Secondary Assignee, CCs, Total Time Spent, Total Expense, SLA, SLA Status, Open Date, Due Date, Source, Type, Issue Type, Sub-Issue Type, Service Contract, and Work Type.
  
• Contact - You can select an existing contact or create a new one by opening the Contact dropdown, clicking + Add Contact and filling in the contact details. 
  
• Attachments - Drag and drop your selected file into the dotted line field to upload the attachment.
  
• RMM Integration - This section will only appear if there is an active RMM integration (VSA or Continuum).
  • If a Kaseya BMS / VSA integration is enabled, the ticket displays the ticket number as read-only.
  • If a Kaseya BMS / Continuum integration is enabled, both the Ticket Owner field and the ticket number are displayed in read-only mode.
• Ticket Contacts - Toggle between the Open Tickets and Closed Tickets sections that display the last five tickets, respectively. These are sorted in the order of the most recently opened/closed for the particular contact. Clicking on a ticket title will open it in a new ticket tab.
  

4. Sub-Tabs

There are five sub-tabs located at the bottom of the ticketing main panel: Activities, Expenses & Charges, Service Calls & To-Dos, Related Items and Affected Hardware.

• Activities - This is an up-to-date log of all notes and activities related to the ticket. This section will also show updates to any of the ticket’s details. You can filter the activity log by one or more types of activities or search through the log’s content. To add a new note, click the green + New button beside the search bar and select Add Note.
  
• In the Note Details tab, select a template macro, select a date (today’s date is the default), type, status, and enter your comments. Click the Internal Note toggle switch to ON if you want your comments to remain private.
  
• Expenses & Charges - This sub-tab displays information regarding expenses and charges related to the ticket.
  
• Service Calls & To-Dos - This sub tab displays records of service calls and tasks related to the ticket.
  
  
• Related  Items - This sub-tab will display content based on the BMS Ticket Settings you configured in IT Glue. For full details, refer to our Suggested IT Glue documentation in BMS tickets KB article. It includes Suggested Documents and Passwords, Tickets and Project Tasks. 
  • Suggested Documents and Passwords - IT Glue can automatically suggest documents and passwords  that could help resolve a ticket. Enable this feature in Account > Ticket Settings or ask your Administrator.
    Clicking on the document title redirects you to the asset in IT Glue.
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  • Clicking the password redirects you to the asset in IT Glue. Click the Copy button in order to copy it without viewing. For vaulted passwords, you will need to enter your user-specific passphrase first.
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  • Tickets - Displays any linked tickets.
    
  • Project Tasks - Displays any related project tasks. Clicking a task redirects you to it in BMS, in a new browser tab.
    
• Affected Hardware - If the ticket is related to a specific hardware asset this sub-tab offers a view of the asset's details.