Page 1 Webroot, Inc. Proprietary and Confidential Information
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2 Summary... 2 Requirements... 2 ConnectWise Configuration IMAP Setup... 3 ConnectWise Configuration Connector... 5 ConnectWise Parsing Rules... 8 Webroot Configuration Group Setup Webroot Configuration List Setup Webroot Configuration Alert Setup Page 1 Webroot, Inc. Proprietary and Confidential Information
3 Summary The instructions in this procedure are intended to help MSP and IT service providers using the ConnectWise PSA with a guide to have tickets created via . s will be sent from the Webroot cloud using a custom alert template. Those s will be processed using the Connector within ConnectWise. This solution will work with both cloud and on-premises versions of ConnectWise. Disclaimer: This document is to serve as a guide for setup on an Connector within ConnectWise. A knowledgeable ConnectWise Administrator who understands how setting changes it may affect other functions of ConnectWise should do the work. Requirements You will need the following to complete this solution: Dedicated IMAP accessible account ConnectWise Connector Module ConnectWise Administrator account Webroot Secure Anywhere account ConnectWise will require changes to the Webroot group names to properly parse the company name from the subject line of the new ticket. You are required to rename the current Webroot Cloud groups to match the ConnectWise Company ID exactly. In the screenshot below, this would be webroot and not Webroot Inc. Note: A dedicated box is recommended to limit possible errors in new tickets and reduce complex parsing rules. Page 2 Webroot, Inc. Proprietary and Confidential Information
4 ConnectWise Configuration IMAP Setup Before proceeding with this section, you must have already created an IMAP account on your server. The IMAP account must have a sub-folder called PROCESSED for to be moved once ConnectWise has created a ticket. This address should only exist for the purpose of processing Webroot Cloud alerts and not given as a public address. To set up IMAP: 1. Open the Setup Tables tab and, under the table name, look for IMAP. 2. Open the IMAP Setup Table and click the New Item icon. The IMAP Setup window displays. Note: You must complete every field for the IMAP mailbox to be accessible by ConnectWise. 3. In the Name field, enter the name of the IMAP setup box appropriately so you can identify it properly in the future. Page 3 Webroot, Inc. Proprietary and Confidential Information
5 4. In the IMAP Name field, the name should match the two folders you created in your mailbox. 5. In the Processed Name field, the name should match the two folders you created in your mailbox. 6. In the Server, Username, and Password fields, enter the appropriate information for the account, including the domain name if necessary. 7. In the Port field, enter the port number. 8. Select the SSL checkbox. Note: We recommend that you select the SSL checkbox. 9. After you have entered all the information, click the Test button to verify that the IMAP mailbox is accessible. If you receive an error, correct the information until your test is successful. 10.Click the Save and Close button. For more information, please see the following ConnectWise KB article: Page 4 Webroot, Inc. Proprietary and Confidential Information
6 ConnectWise Configuration Connector You must setup the Connector to check the mailbox you just created in the IMAP Setup table. If you do not have the Connector as an option in your Setup Tables, please ensure that the module is configured properly and you have the appropriate permissions to create a new Connector mailbox. To set up Connector: 1. From the Setup Tables screen, look for the Connector Table. 2. Click to open the table and click the New Item icon. The Connector window displays. 3. Select the IMAP radio button to designate the Connector Type. 4. From the IMAP drop-down menu, select Webroot Alerts. 5. The Options needs to be carefully configured to avoid s being automatically sent to the From address, which is noreply@webrootanywhere.com. This does not affect if tickets are sent to your clients when an alert is received. This section sets defaults for closed loop communication between ConnectWise and your clients. With these NOC style alerts, it is not recommended to have closed loop enabled for new tickets. Workflows and advanced parsing can be utilized for automatic communication. 6. In the From field, enter the address of the IMAP box that you created above. This setting ensures that if there were any replies to a ticket generated , that reply will be received and processed by this proper Connector. 7. In the Send Errors To field, enter the of your ConnectWise Administrator so they are notified if there are problems with the Connector. Page 5 Webroot, Inc. Proprietary and Confidential Information
7 8. Select both of the following checkboxes: Never Respond to Sender Prevents the system from sending an to the Webroot Cloud server, which can potentially create an loop. Post customer replies to original service tickets Ensures that if you do the client from the ticket, their response will be kept in the ticket chain. Leave the remaining checkboxes deselected. You should now assign some defaults for the service ticket that will be created by the system. 9. In the Board field, select the type of automatic alerts that should be sent to the appropriate Board where you receive similar alerts, such as a NOC board. This ensures that the Webroot alerts will receive the same workflow and escalation processes. If you create the ticket on a Service Board that s your clients based on the New ticket status, they may receive an when a ticket is created. 10.In the Default Company field, select tickets to have a company assigned when they are unable to find a company during the initial parsing. 11.In the Default Member field, select anyone, but it is common that automatically created items are done with the built in admin accounts. If you want to autoassign tickets to a member of your staff, chose that member. Note: Unless you are an advanced ConnectWise user, we recommend that you leave all of the options blank. Page 6 Webroot, Inc. Proprietary and Confidential Information
8 12.If your default New ticket status on the selected Service board will the client, you may want to change the Default Status to one that will not the client directly. Be sure however that the selected status will receive the appropriate attention from your team. 13.Additional configurations here may be good for data collection and parsing if all of these tickets will be worked in the same service board. When you change the service board of a ticket, Type, Sub Type and Item will all be reset. For Advanced Service ticket setups, please see the Advanced ConnectWise Configurations For more information, please see the ConnectWise KB articles: Click the Save button before continuing to save your current work. 15.Click the Define Parsing Rules button to continue with the ConnectWise Parsing Rules procedure on page 8. Page 7 Webroot, Inc. Proprietary and Confidential Information
9 ConnectWise Parsing Rules The Parsing Rules window instructs the ConnectWise Connector as to where the Client name can be located in the . If this is not set up correctly, s from the Webroot Cloud will not be assigned to the appropriate Client. This will result in all tickets being assigned to the default company above. You will still be able to see the group name in the ticket if it is assigned to the wrong company. To set up parsing rules: 1. From the Folder Parsing Type drop-down menu, select Custom. 2. In the Subject Line Parsing Rule: enter the subject line for your . This must match what is configured in the Webroot Alerts console exactly or parsing will fail. The recommended subject line is: Webroot Alerts/{company}/ Page 8 Webroot, Inc. Proprietary and Confidential Information
10 This formatting of the subject line with / before and after the {company} variable give ConnectWise additional validation points increasing accuracy. 3. To test your rule, click on the picker next to where you entered your subject line text. 4. Click the middle section, type in an actual subject line with a real client name, and click the Parse Subject Lines button. You will see the success of your rule in the field below. 5. Click the Save and Close button on the Parsing Rule Tester window. 6. When you return to the Connector setup table, click the Save and Close button. We recommend that you send some test s to the IMAP address to ensure that it is properly creating tickets and assigning a company. Remember to make the subject line Webroot Alerts/companyid/ with an appropriate company ID in your subject line to test. For more information, please see the ConnectWise KB article: 10 Page 9 Webroot, Inc. Proprietary and Confidential Information
11 Webroot Configuration Group Setup The next step is to configure the groups within the Webroot cloud. If you already have groups, you must rename them as described below for proper mapping. To set up groups: 1. Log in to your Webroot Cloud portal and click the Go to Endpoint Protection button. 2. Click the Group Management tab and then click the Create button. Note: If you already have client groups, you will rename the Group Name instead of creating new ones Page 10 Webroot, Inc. Proprietary and Confidential Information
12 3. In the Group Name field, enter in the ConnectWise Company ID exactly as it is in ConnectWise. If you are unsure of the company ID, it is located to the right of the company name on the company screen in ConnectWise, as shown below. 4. In the Description field, enter or edit a description. 5. Click the Create Group button and proceed to the next group. 6. Once you have completed naming your groups to match the company ID, continue with the Webroot Configuration List Setup procedure on page 12. Page 11 Webroot, Inc. Proprietary and Confidential Information
13 Webroot Configuration List Setup To set up lists: 1. Click the Alerts Tab. 2. Click the Create button, and create an list that is specifically for the ConnectWise Connector. 3. In the List name field, enter a name that indicates clearly what the list is used for. 4. In the Address field, enter the address; this should be the IMAP mailbox you created above. 5. Click the Save button. Page 12 Webroot, Inc. Proprietary and Confidential Information
14 Webroot Configuration Alert Setup Follow this procedure to create the actual alerts. To set up alerts: 1. Click the Create button. 2. From the Alert Type drop-down menu, select Infection Detected. 3. In the Alert Type field, enter ConnectWise Infection Alert. 4. Click the Next button to continue. 5. On the next screen, select the Use existing list radio button. Page 13 Webroot, Inc. Proprietary and Confidential Information
15 6. From the Select a Distribution List drop-down menu, select the distribution list you just created. 7. Click the Next button to continue. You will configure the message that will be send to ConnectWise. Page 14 Webroot, Inc. Proprietary and Confidential Information
16 8. In the title field, enter the title. This information must match your parsing rule as created above, but change {customer} with [groupname] For example: Webroot Alerts/{company}/ becomes Webroot Alerts/[groupname]/ 9. In the message body, you can customize the message in any way that you like, using the Data Inputs from the drop down menu to the right. Suggestion items are Group Name, Hostname, Current user and Infection List 10.At the end of the message body: insert the following text exactly. This is necessary to ensure valid and searchable data for reporting. --Automatic Alert Notification for ConnectWise-- Reports will be utilizing the subject line and this footer line to search for Webroot specific metrics. If you make changes to these two items, you must note them to use as unique identifiers when you build your own custom reports. 11.Click Preview to see a sample Click Finish to save and enable your alert. We recommend that you copy the subject line and body of the preview and again send test messages to the IMAP address. After you have finished the rule setup is completed. When processed, the new ticket should look like this: Page 15 Webroot, Inc. Proprietary and Confidential Information
17 Page 16 Webroot, Inc. Proprietary and Confidential Information
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