arcserve UDP Cloud Direct connectwise integration guide · to the appropriate APIs. This account can be used to set up the integration. • Launch the ConnectWise Internet Client.

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ARCSERVE

ARCSERVE UDP CLOUD DIRECT CONNECTWISE INTEGRATION

GUIDE

Arcserve Page 1 of 15

Table of Contents Integration Overview ............................................................................................................................... 2

ConnectWise Integration Setup ............................................................................................................... 2

Step 1: Create an “Integrator Login” .................................................................................................... 2

Step 2: Create a Product Item (Only required if Billing Integration is desired)....................................... 4

Step 3: Create an Agreement Type (Only required if Billing Integration is desired) ............................... 6

Step 4: Create Managed Devices Integration (Only required if Billing Integration is desired) ................ 8

Step 5: Add Agreement to ConnectWise Companies (Only required if Billing Integration is desired)... 11

Step 6: Configure ConnectWise Integration in the Arcserve UDP Cloud Direct Portal ......................... 13

Step 7: Map Your ConnectWise Customers to Your Arcserve Organizations and Assign Billing Levels . 14


Integration Overview The Arcserve UDP Cloud Direct integration with ConnectWise enables Arcserve partners to have their

customer’s Billable Usage, Backup Summaries, and Backup Events federated to the partners’

ConnectWise instance.

• Billable Usage will be updated on a scheduled basis, concurrent to the partner’s invoice date

with Arcserve, ensuring that the customer usage in ConnectWise aligns with the usage on the

partner’s Arcserve invoice.

• Backup Summaries will be sent as Service Tickets for each partner’s customer in ConnectWise

once per day.

• Backup Events will be sent as Service Tickets for each partner’s customer in ConnectWise at the

conclusion of each backup job.

ConnectWise Integration Setup These steps are based on the ConnectWise Internet Client (v2017.1(43740)). The ConnectWise Internet

Client is available for download at www.connectwise.com/install.

Step 1: Create an “Integrator Login”

The Arcserve UDP Cloud Direct ConnectWise integration requires a ConnectWise Integrator Login

account that has been granted access to at least the following APIs - the Service Ticket API, the

Agreement API, the Company API and the Reporting API.

NOTE: This step can be skipped if you already have an Integrator Login account configured with access

to the appropriate APIs. This account can be used to set up the integration.

• Launch the ConnectWise Internet Client.

• • Login with the appropriate ConnectWise credentials.

• Click the “System” link from the menu display in the left pane.

http://www.connectwise.com/install


• • Click the “Setup Tables” link from the menu

•

• • In the Table field, type in “Integrator Login” and press “Search”

• • Click the “Integrator Login” link from the search results

• • Click the “+” icon to create a new Integrator Login

• • Enter a Username and Password, and check the box next to the following APIs to grant the

appropriate access

o Service Ticket API (Set “Service Board” to “Integration”)

o Company API

o Reporting API

o Agreement API (only required if Billing integration is desired)

o Document API

• Click the “Save”icon to save the newly created Integrator Login


Step 2: Create a Product Item (Only required if Billing Integration is desired)

ConnectWise uses “Products” to track different services for which you want to bill customers. The

Products you create can be named whatever you would like – the integration between the products you

create now in ConnectWise and Arcserve will be made later.

You may make as many Products as you like. Later, you will link a Product to a customer Agreement

using cross-references created using Levels.

NOTE: This step can be skipped if you already have existing products you wish to reference with your

Arcserve integration. These products can be used to set up the integration.



• Click the “Procurement” link from the menu display in the left pane.


• • Click the “+” icon to create a new Product Item

•


• • Configure the Product Item identifiers accordingly. The following recommendations for your

consideration:

o Set “Product ID” to “Online Backup” or “Arcserve UDP Cloud Direct Backup”

o Set “Description” to “Arcserve UDPC Cloud Direct Backup Usage”

o Set “Category” to “Managed Services”

o Set “Product Type” to “Software”

o Set “Product Class” to “Service”

• Set “Unit of Measure” to “Each”

• Set a Unit Price and Unit Cost

• Click the “Save” icon to save the newly created Product Item


Step 3: Create an Agreement Type (Only required if Billing Integration is desired)

ConnectWise uses unique “Agreement Types” to find and update the appropriate customer agreements

with billing information.

NOTE: This step can be skipped if you already have an existing Agreement Type you wish to reference

with your Arcserve integration. It is HIGHLY RECOMMENDED that you establish a unique Agreement

Type to use with Arcserve, in order to easily keep everything being referenced in the Arcserve workflow

unique and identifiable to prevent confusion if you need to do future maintenance in ConnectWise.





•

• • In the Table field, type in “Agreement Type” and press “Search”


• • Click the “Agreement Type” link from the search results

• • Click the “+” icon to create a new Agreement Type

• • Configure the Agreement Type

o Add a Description to name the Agreement Type

o Modify the rest of the Agreement Type fields to configure an Agreement Type that

corresponds to your business model details; monthly billing is recommended as it aligns

to the cadence of you Arcserve invoices

• Click the “Save” icon to save the newly created Agreement Type


Step 4: Create Managed Devices Integration (Only required if Billing Integration is

desired)

The Managed Device is the integration object Arcserve references when sending information to

ConnectWise. This involves creating the integration, and then configuring a cross reference.

First, create the Managed Devices Integration:





•

• • In the Table field, type in “Managed Devices Integration” and press “Search”


• • Click the “Managed Devices Integration” link from the search results

• • Click the “+” icon to create a new Managed Devices Integration

• • Name the device and the solution “Arcserve UDP Cloud Direct Backup” (NOTE: this step must be

done with the exact syntax described or the integration will fail; this is case sensitive)

•

Now, configure Cross-Reference(s) on the lower portion of the Managed Devices Integration page:

• Click the “+” icon to create a new Cross-Reference

• • Set “Level” to some unique, meaningful value, like “Gold” or “Default”, etc.

• Set “Type” to something meaningful like “Backup Usage”

• Set “Configuration Type” to “Backup Stats”

• Set “Agreement Type” to the Agreement Type you created (or decided to use) in Step 3

• Set “Product” to the Product you created (or decided to use) in Step 2


• • Click the “Save” icon to save the newly created Cross-Reference.

• Repeat these steps to create as many cross-references as desired.


Step 5: Add Agreement to ConnectWise Companies (Only required if Billing Integration is

desired)

These steps must be configured for any customer you want to receive billing metrics from Arcserve.

Information passed to you will need to add an Agreement for the same Agreement Type used when

creating the cross-reference to the Arcserve UDP Cloud Direct Backup product.



• Click the “Companies” link from the menu display in the left pane.

• • Click the “Companies” link from the menu

• • Locate the company needing integration to Arcserve billing

o To create a new company entry, click the “+” icon

o To find an existing company, you can enter the company’s name and click Search. You

can also simply click Search to get a list of all companies.

•


• Click the Agreements link in the top menu

• • Click the “+” icon to create a new Agreement

• • Enter a name for the “Agreement Name”

• Set the “Agreement Type” to match the Agreement Type used to create the Cross-Reference in

Step 4

• Set any other fields that are required for your business purposes

• Repeat this step for each Company requiring Arcserve billing integration


Step 6: Configure ConnectWise Integration in the Arcserve UDP Cloud Direct Portal

• Log into the Arcserve UDP Cloud Direct Portal with your Arcserve UDP Cloud Direct Partner

Account credentials

• Click the “PSA Integration” tab

• • Click the “ConnectWise” tab

• • Enter the appropriate ConnectWise credentials:

o “Site” – enter your Site name (e.g. “staging.connectwisedev.com”)

o “Company” – enter your ConnectWise Company name (e.g. “company_f”)

o “Company ID” – enter your Company ID

o “Integrator Username and Password” – enter the credential for the user you setup in

Step 1

• Click the “Test and Save” button to initiate the integration


Step 7: Map Your ConnectWise Customers to Your Arcserve Organizations and Assign

Billing Levels

When the integration test completes successfully, the “PSA Integration” page is updated to provide

more configuration options.

Select a configured ConnectWise Service Board in order to select the desired Service Type and Service

Subtype.

You may choose to enable billing and update agreement additions by checking the associated boxes.

You may also configure priorities for the different alert types, and enable the Daily Digest report to be

sent to ConnectWise.

Finally, if Billing is enabled, you can map each Arcserve organization to its matching ConnectWise

Company and specify the desired billing level.


arcserve UDP Cloud Direct connectwise integration guide · to the appropriate APIs. This account can be used to set up the integration. • Launch the ConnectWise Internet Client.

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