Zenith Link - Revision history

Robert: Replaced content with "#REDIRECT Continuum Link"

2014-09-02T09:41:47Z

Replaced content with "#REDIRECT Continuum Link"

Robert: Redirected page to Continuum Link

2014-09-02T09:37:08Z

← Older revision		Revision as of 09:37, 2 September 2014
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			#REDIRECT [[Continuum Link]]
	=Introduction=		=Introduction=
	The CommitCRM-Zenith Integration automatically creates tickets in CommitCRM from alerts and service tickets generated by Zenith Infotech system, or from tickets created manually by the Zenith NOC. Users can then close the Ticket in CommitCRM, and it will be closed in Zenith.		The CommitCRM-Zenith Integration automatically creates tickets in CommitCRM from alerts and service tickets generated by Zenith Infotech system, or from tickets created manually by the Zenith NOC. Users can then close the Ticket in CommitCRM, and it will be closed in Zenith.

Sheli: /* Link Accounts and Assets */

2013-12-27T18:22:51Z

Link Accounts and Assets

← Older revision		Revision as of 18:22, 27 December 2013
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	In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager). In such case, refer to the [[Zenith_Link#Troubleshooting\|Troubleshooting]] section.		In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager). In such case, refer to the [[Zenith_Link#Troubleshooting\|Troubleshooting]] section.

	==Link Accounts and ~~Assets~~==		==Link Accounts and Sites==
	When a Ticket arrives from Zenith it is created in CommitCRM and automatically linked to the Account which is associated with the Site specified for the Ticket. In case the Site is not associated to any CommitCRM Account, a temporary Account is created and the Ticket is linked to it.<br>		When a Ticket arrives from Zenith it is created in CommitCRM and automatically linked to the Account which is associated with the Site specified for the Ticket. In case the Site is not associated to any CommitCRM Account, a temporary Account is created and the Ticket is linked to it.<br>
	To avoid redundant temporary Accounts from being created, all Zenith Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See [[Zenith_Link#Enable_Zenith_Integration\|Enable Zenith Integration]].		To avoid redundant temporary Accounts from being created, all Zenith Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See [[Zenith_Link#Enable_Zenith_Integration\|Enable Zenith Integration]].

Robert at 13:31, 1 September 2013

2013-09-01T13:31:55Z

← Older revision		Revision as of 13:31, 1 September 2013
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	'''''Technical Note'''''<br>		'''''Technical Note'''''<br>
	''The integration is based on a new Service running on your CommitCRM server (called ~~CommitRMMServer~~ Service), which accepts all alerts and Tickets from Zenith and creates the Ticket in CommitCRM.''		''The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all alerts and Tickets from Zenith and creates the Ticket in CommitCRM.''


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	<br>		<br>

	==Install ~~CommitRMMServer~~ Service==		==Install CommitCRM RMMServer Service==
	After you finish setting up all of the required settings (see [[Zenith_Link#Initialize_Zenith_PSG\|Initialize Zenith PSG]]), you can move on to the next step and install the ~~CommitRMMServer~~ service.		After you finish setting up all of the required settings (see [[Zenith_Link#Initialize_Zenith_PSG\|Initialize Zenith PSG]]), you can move on to the next step and install the CommitCRM RMMServer service.

	The CommitRMMServer runs as a Windows Service on your server.		The CommitRMMServer runs as a Windows Service on your server.

	'''Before you install the ~~CommitRMMServer~~'''		'''Before you install the CommitCRM RMMServer'''
	#Make sure to complete the Setup steps prior to installing the Windows Service.		#Make sure to complete the Setup steps prior to installing the Windows Service.
	#Make sure to allow the ~~CommitRMMServer~~ Service in your DEP settings.		#Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

	This part of the installation should be performed on the server itself.		This part of the installation should be performed on the server itself.
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	''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''		''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''

	A Window's service called ~~CommitRMMServer~~ is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".		A Window's service called CommitCRM RMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".
	<br><br>		<br><br>
	'''Start Service''':<br>		'''Start Service''':<br>
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	In order for the Tickets arriving from Zenith to be created for the correct Account and Asset, all Zenith Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.		In order for the Tickets arriving from Zenith to be created for the correct Account and Asset, all Zenith Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.
	<br><br>		<br><br>
	Managing the links requires downloading the list of Sites and Devices from Zenith. This is done automatically by ~~CommitRMMServer~~ once it is activated(*). Note that the Zenith Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.		Managing the links requires downloading the list of Sites and Devices from Zenith. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the Zenith Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.
	<br><br>		<br><br>
	''(*)Important Note: <br>After the CommitCRM-Zenith Integration has been configured on Zenith Portal, it takes a few hours (up to 24 hours) until the new settings apply on the '''Zenith back-end'''. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.''		''(*)Important Note: <br>After the CommitCRM-Zenith Integration has been configured on Zenith Portal, it takes a few hours (up to 24 hours) until the new settings apply on the '''Zenith back-end'''. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.''
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	<br>		<br>

	Once the settings have been applied at Zenith Portal (which can take a few hours, see note above), and the ~~CommitRMMServer~~ is activated, it tries to connect to Zenith and download the following files:		Once the settings have been applied at Zenith Portal (which can take a few hours, see note above), and the CommitCRM RMMServer is activated, it tries to connect to Zenith and download the following files:

	* <server>\~~Commit~~\Dbsys\ZenithSites_RMAZENITHINFOTECHID1.cmt		* <server>\CommitCRM\Dbsys\ZenithSites_RMAZENITHINFOTECHID1.cmt
	* <server>\~~Commit~~\Dbsys\ZenithDevices_RMAZENITHINFOTECHID1.cmt		* <server>\CommitCRM\Dbsys\ZenithDevices_RMAZENITHINFOTECHID1.cmt


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	'''Handling Errors'''<br>		'''Handling Errors'''<br>
	In case ~~CommitRMMServer~~ fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager). In such case, refer to the [[Zenith_Link#Troubleshooting\|Troubleshooting]] section.		In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager). In such case, refer to the [[Zenith_Link#Troubleshooting\|Troubleshooting]] section.

	==Link Accounts and Assets==		==Link Accounts and Assets==
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	# Open <Installation_DIR>\RMM\ CMTZenithLink.ini		# Open <Installation_DIR>\RMM\ CMTZenithLink.ini
	# Change the value for ''ProcessZenithUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between Zenith sites/devices to CommitCRM).		# Change the value for ''ProcessZenithUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between Zenith sites/devices to CommitCRM).
	# Restart ~~CommitRMMServer~~ Service.		# Restart CommitCRM RMMServer Service.
	<br>		<br>

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	New Tickets are automatically created by Commit RMM server from Tickets arriving from Zenith.		New Tickets are automatically created by Commit RMM server from Tickets arriving from Zenith.

	When a new Ticket is created in Zenith (by a user or from an Alerts), ~~CommitRMMServer~~ pulls the new ticket details and creates the Ticket in CommitCRM.		When a new Ticket is created in Zenith (by a user or from an Alerts), CommitCRM RMMServer pulls the new ticket details and creates the Ticket in CommitCRM.

	The new Ticket in CommitCRM includes:		The new Ticket in CommitCRM includes:
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	==Ticket Updates==		==Ticket Updates==
	When working with the ~~Commit~~-Zenith Link, Tickets are managed only in CommitCRM. Whenever a Ticket is Completed in CommitCRM it is also being automatically closed in Zenith.<br>		When working with the CommitCRM-Zenith Link, Tickets are managed only in CommitCRM. Whenever a Ticket is Completed in CommitCRM it is also being automatically closed in Zenith.<br>

	While Tickets can be closed in Zenith, such an event does not affect the Ticket Status in CommitCRM.		While Tickets can be closed in Zenith, such an event does not affect the Ticket Status in CommitCRM.
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	Creating the links is done using the ''Zenith Links Manager'' Window via CommitCRM.		Creating the links is done using the ''Zenith Links Manager'' Window via CommitCRM.

	''Note: ~~CommitRMMServer~~ service must first be installed in order for the Zenith Sites and Devices to be downloaded to the CommitCRM server. See more details in [[Zenith_Link#Download_Sites_and_Devices_Files\|Download Sites and Devices Files]].''		''Note: CommitCRM RMMServer service must first be installed in order for the Zenith Sites and Devices to be downloaded to the CommitCRM server. See more details in [[Zenith_Link#Download_Sites_and_Devices_Files\|Download Sites and Devices Files]].''

	==Link Account to Site==		==Link Account to Site==
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	=Troubleshooting=		=Troubleshooting=
	In case ~~CommitRMMServer~~ fails to download Sites and Devices details, the system will show the user a message when opening the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager).		In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager).

	First, make sure all setup and installation steps were performed properly:		First, make sure all setup and installation steps were performed properly:
	# Initialize Zenith PSG.		# Initialize Zenith PSG.
	# Install ~~CommitRMMServer~~.		# Install CommitCRM RMMServer.
	# Validate ~~CommitRMMServer~~ downloads Zenith Sites and Devices to the CommitCRM server.		# Validate CommitCRM RMMServer downloads Zenith Sites and Devices to the CommitCRM server.
	<br>		<br>
	See full details in [[Zenith_Link#CommitCRM_Setup\|CommitCRM Setup]].		See full details in [[Zenith_Link#CommitCRM_Setup\|CommitCRM Setup]].

	<br>		<br>
	If all steps were completed, it is possible the ~~CommitRMMServer~~ has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.		If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

	If no error file exists at this location, please contact CommitCRM Support for further assistance.		If no error file exists at this location, please contact CommitCRM Support for further assistance.

Sheli: /* Zenith Settings */

2013-02-06T11:36:56Z

Zenith Settings

← Older revision		Revision as of 11:36, 6 February 2013
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	=Zenith Settings=		=Zenith/Continuum Settings=
	This section describes the Setup steps required in the Zenith Portal in order to start working with CommitCRM as your PSA system in Zenith.		This section describes the Setup steps required in the Zenith Portal in order to start working with CommitCRM as your PSA system in Zenith.
	<br><br>		<br><br>
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	# After receiving the "Activated successfully" message, it takes a few hours until the new settings apply on the Zenith back-end. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect ad download data.		# After receiving the "Activated successfully" message, it takes a few hours until the new settings apply on the Zenith back-end. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect ad download data.

	[http://~~www~~.~~zenithsupport~~.com/~~support/guides/CommitCRM%20~~-~~%20%20Zenith%20Two%20Way%20Ticket%20Integration%20Guide.pdf~~ For more details on Zenith Setting, click to review the ~~Zenith~~ configuration guide ~~for CommitCRM-Zenith Link~~]		[http://continuum.helpdocsonline.com/#psa-integration For more details on Zenith Setting, click to review the Continuum configuration guide]

	=CommitCRM Setup=		=CommitCRM Setup=

Sheli: /* See Also */

2011-11-02T12:29:00Z

Sheli: /* CommitCRM Privileges */

2011-11-02T12:28:39Z

CommitCRM Privileges

← Older revision		Revision as of 12:28, 2 November 2011
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	[[File:Zenith_integration_privilege.gif]]		[[File:Zenith_integration_privilege.gif]]


			=See Also=
			*[[MSP_Integration_Setup]]
			*[[API by Email and MSP Integration]]
			*[[Email Connector]]

			[[Category:Installation]]
			[[Category:Email Connector]]

Sheli: /* CommitCRM Setup */

2011-10-21T14:29:40Z

CommitCRM Setup

← Older revision		Revision as of 14:29, 21 October 2011
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	==Backup CommitCRM Database==		==Backup CommitCRM Database==
	Before starting to work with the ~~GFI MAX~~ integration, make sure to [[Backup_and_Restore_FAQ\|backup your CommitCRM database]].		Before starting to work with the Zenith integration, make sure to [[Backup_and_Restore_FAQ\|backup your CommitCRM database]].

	The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.		The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

Sheli: /* CommitCRM Setup */

2011-10-21T14:29:19Z

CommitCRM Setup

← Older revision		Revision as of 14:29, 21 October 2011
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	To set up CommitCRM to work with Zenith, the following steps are required:		To set up CommitCRM to work with Zenith, the following steps are required:

			# Backup CommitCRM Database.
	# Initialize Zenith PSG.		# Initialize Zenith PSG.
	# Install CommitRMMServer.		# Install CommitRMMServer.
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	''* Note:<br>		''* Note:<br>
	''The full integration with Zenith on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link Zenith Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets arrive before the links take place. Once all Accounts are linked, users should enable the integration, see [[Zenith_Link#Enable_Zenith_Integration\|Enabling Zenith Integration]] ''.		''The full integration with Zenith on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link Zenith Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets arrive before the links take place. Once all Accounts are linked, users should enable the integration, see [[Zenith_Link#Enable_Zenith_Integration\|Enabling Zenith Integration]] ''.

			==Backup CommitCRM Database==
			Before starting to work with the GFI MAX integration, make sure to [[Backup_and_Restore_FAQ\|backup your CommitCRM database]].

			The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

	==Initialize Zenith PSG==		==Initialize Zenith PSG==

Sheli: /* Zenith Settings */

2011-08-21T11:38:18Z

Zenith Settings

← Older revision		Revision as of 11:38, 21 August 2011
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	<br><br>		<br><br>
	'''Important Notes''':		'''Important Notes''':
	# Once the CommitCRM-Zenith Integration has been configured on Zenith Portal, it takes a few hours until the new settings apply on the Zenith back-end. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.		# Once the CommitCRM-Zenith Integration has been configured on Zenith Portal, it takes a few hours (up to 24 hours) until the new settings apply on the Zenith back-end. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.
	# Once CommitCRM is activated as your PSA in Zenith Portal, Zenith Ticketing System is disabled and Ticket management is performed solely in CommitCRM.		# Once CommitCRM is activated as your PSA in Zenith Portal, Zenith Ticketing System is disabled and Ticket management is performed solely in CommitCRM.
	# Since all Ticket Management is disabled in Zenith, Zenith email alerts for Tickets will also be disabled, and you will no longer get email alerts for new Tickets from Zenith Portal. In case you want to receive email alerts for new Tickets (arriving from Zenith Portal) via CommitCRM, you may consider using Commit Alerts Server module, which sends email alerts for new updates in the CommitCRM system. See more details in [[Alerts_Server\|Commit Alerts Server]].		# Since all Ticket Management is disabled in Zenith, Zenith email alerts for Tickets will also be disabled, and you will no longer get email alerts for new Tickets from Zenith Portal. In case you want to receive email alerts for new Tickets (arriving from Zenith Portal) via CommitCRM, you may consider using Commit Alerts Server module, which sends email alerts for new updates in the CommitCRM system. See more details in [[Alerts_Server\|Commit Alerts Server]].

← Older revision		Revision as of 12:29, 2 November 2011
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	=See Also=		=See Also=
	*[[MSP_Integration_Setup]]		*[[MSP_Integration_Setup\|MSP/RMM Integration]]
	*[[API by Email and MSP Integration]]		*[[API by Email and MSP Integration]]
	*[[Email Connector]]		*[[Email Connector]]