Setting Up the Kaseya BMS API Integration with CloudRadial

Please note that these instructions have changed as of April 19th, 2023.

Kaseya now requires MFA on user accounts, which can break the API connection to CloudRadial when connected to a specific individual. The new method, detailed below, creates a dedicated API employee that does not require MFA and allows for the connection to work as intended.

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.

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 user to ensure a data connection between both platforms.

• BMS allows you to create API-only access user types for the purpose of OAuth integrations with other apps. A userless alternative is available with no license consumption on the account.
• You will need to create a new user as an API Employee for the connection to succeed

To create the API user dedicated to connecting to CloudRadial:

1. Select the Admin tab at the top of BMS
2. Select HR > Employees on the left-hand side
   
   
   
   
3. Select +New to add a new employee
   
   
   
   
4. Enter the details of this new user as required by Kaseya
   • Enter your User Name, First Name, and Last Name with your own preferences
   • Enter any Employee ID you prefer
   • Enter any Email Address you prefer
     • Because you will need to authenticate the connection to CloudRadial with this API member's password, make sure you enter an email that you can access to reset the password for authentication.
       
       
   • All dropdown fields after these are subject to your own preferences, however:
     • Ensure you that set the User Type to API Employee
     • Ensure that you set the Security Roles to Administrator (to avoid insufficient API permission errors within the CloudRadial/BMS connection).
       
       
       
       
5. Select Save to finalize your API employee creation

If it isn't already, make sure that the newly created member's External Authentication Type is set to None. With additional authentication on this employee, the connection to CloudRadial will fail.

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 
3. Select PSA under the Setup column on the right side 
4. Select Kaseya BMS for the PSA
5. Fill out the first Connection Information section
   • Enter the URL from your instance without HTTPS (Example: bms.kaseya.com)
   • Enter your own company identifier 
     • Find this in Kaseya under Admin > My Company > Company Settings > End of the Gateway URL (example: Gateway URL: https://na1bmspreview.kaseya.com/Gateway.aspx?client=cloudradial)
       
       
       
       
   • 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
     • NOTE! The user password cannot contain an ampersand (&). This will cause the connection to fail due to the character not being supported during API transfer.  
     • The Gateway URL identifier cannot contain + characters, please use spaces instead.

Press Test Credentials once the steps above are completed to ensure the connection is secured.

Setting up the Ticket Settings section

• For Ticket Queues:
  Determine what tickets your users will be able to see - multiple queues can be selected one at a time. The first board you select should be the board where tickets go initially such as Triage or Level I Support.
  
  
• For Statuses for “Client Closed / Ticket is Resolved”:
  List one or more statuses that indicate the ticket is closed and should be marked as such. Tickets matching this status (or statuses) will display under the Closed tab within the ticket view under Support > Support Tickets.
  
  
• For Statuses for "Ticket Waiting":  
  

  Ensure that CloudRadial will flag the status(es) listed here as needing attention. Typically, this is used for approval workflows to let people know there is an action to be taken (such as approve, deny, escalate, etc). These statuses must already exist in the PSA. This will do the following:

  • Make the status appear orange in the Support > Support Tickets area for better visibility
  • Allow the ticket with the waiting status to show up under the Waiting tab for better visibility
    
    
    
    
• For "Client Comments":
  Sets the status to whatever is filled in this field, should a client comment on a ticket from within the portal.
  
  
• For Priority for "User Priority":
  Set the default priority level for users marked as "priority". More information on this can be found in this article.
  
  

For Other Settings, Send email advisories on failed ticket submissions?
As a best practice, we recommend having these go to an individual or distribution group. Sending advisories to a catch-all PSA email address, like a support email, can work - however, be advised that advisory emails will not be attributed to the submitting user and will need to be manually attributed.

Please note: Advisory emails are not intended to fix errors in submission. They are there as stopgaps to ensure that a user's ticket makes it to the Partner while giving the Partner ample time to fix the routing issue(s) in CloudRadial.

Setting up the Project Settings section

1. You can filter exactly what you would like your clients to see with the settings below:
   
   
   • Exclude Project Ticket Statuses
     • Enter text for the project ticket statuses that you wish to NOT display. This will remove any projects that are in that status from being visible in the portal. Tokens are accepted.

Click here for more info on Projects.

Finally, select the Submit button 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