Setting Up the Kaseya BMS API Integration with CloudRadial

Connecting your Kaseya BMS instance to your CloudRadial tenant allows you to submit tickets from CloudRadial to Kaseya as a part of your client portal experience.

The Kaseya BMS integration with CloudRadial is in beta and is an evolving work in progress. Currently, CloudRadial fully supports the BMS API including the following features:

• Selection of Kaseya BMS as a supported PSA
• Matching Kaseya BMS companies to CloudRadial companies
• Syncing contacts between Kaseya BMS and CloudRadial
• Updating Kaseya BMS contacts from Office 365
• API submission of tickets
• Ticket viewing and searching
• Ticket updates with feedback
• User notes viewing
• User file upload
• Basic invoice details
• Workflow for company admin approvals

Issues - Currently, CloudRadial is not able to show ticket attachments and ticket views are limited to one queue.

If you were previously using the initial BMS integration, please note that you will need to update the PSA settings on the Partner Settings page.

Connecting Kaseya BMS

To get Kaseya BMS connected to CloudRadial, we'll follow three steps:

1. Configuring Kaseya BMS
2. Tying the API key into CloudRadial
3. Tying Kaseya BMS to specific companies in CloudRadial

Step 1: Configuring Kaseya BMS

Why are we doing this? To integrate with Kaseya BMS, you will need your domain prefix and an API key to ensure a data connection between both platforms.

1. You will need use an existing user (employee) or create a new user with the appropriate credentials
   • Be sure the user ID that you use is configured with the Security Role of "Administrator"

Step 2: Tying the API Key to CloudRadial

Why are we doing this? Once we have the right permissions tied to the API key, we'll need to enter it into your CloudRadial instance to secure the connection.

1. Log into your CloudRadial tenant
2. Go to Partner > Settings and click on "PSA" under Setup in the right-hand column 
3. Select Kaseya BMS for the PSA
4. Fill out the first Connection Information section
   • Enter the URL from your instance without https (example: na1bmspreview.kaseya.com)
   • Enter your own company identifier 
   • Enter the user name of the existing or newly created user for the API User ID field
   • Enter the user's password in the API User Password field
   • Press Test Credentials once the steps above are completed to ensure the connection is secured
     
                
     
     
5. Fill out the second Ticket Settings section 
   • Enter the ticket queues that you'd like CloudRadial to be able to view and display to clients 
     • Note - Not a working feature. This is optional for now. 
   • Enter the priority status you wish users to have when they submit elevated tickets. Must match an existing status in Kaseya BMS.
6. Click Submit to lock in the settings
   
   

Step 3: Tying Kaseya BMS to Specific Companies in CloudRadial

Why are we doing this? We need to use identifiers to help CloudRadial link specific companies in the portal to companies in Kaseya BMS.

1. Navigate to Partner > Clients in CloudRadial
2. Click on the 3 blue dots on an existing client
3. Click Edit
   
                          
              
   
4. Once in the Company editing panel, look for the PSA Company Identifier field
   
   • Note:  Steps 4-8 apply both when editing an existing client in CloudRadial or when adding a brand new one
5. Use the Lookup button to find their company identifier in Kaseya BMS
6. Press enter on the blank field to load entries, or type the first few letters of the company you're trying to find and then press enter
   
   
   
   
7. Click on the corresponding company 
8. The ID will now be in place. Click Submit at the bottom of the panel 

The data from Kaseya BMS will now be flowing into the relevant (and currently supported) areas of CloudRadial. 

Setup is complete - simply repeat the ID entry steps for any loaded up clients or for new clients added to the portal. Please provide feedback and comments on your BMS experience to support@cloudradial.com