BMS/Vorex Integration

From this tab, you can perform the following actions:

• Enable or disable the integration.
• Edit the server name (your VSA 10 URL), which is automatically populated when the integration is enabled.
• Push CRM accounts automatically to VSA 10.

NOTE   If you want to automatically create a BMS account as a VSA 10 organization, you should enable this option. That way, every time you create a CRM account, an organization with the same name will be automatically created in VSA 10.

• Enable period asset sync, which will activate a nightly synchronization that creates assets in BMS if you enrolled new devices in VSA 10. If changes were made, asset information of all the records will be updated accordingly.
• Enable remote control, which provides the option to remotely control VSA 10 devices from the tickets.
• Configure the default settings for BMS tickets generated from VSA 10 notifications, such as the priority, status, queue, ticket type, and more. To learn how to configure BMS ticket creation in VSA 10, refer to Configuring the BMS Integration in VSA 10.
  

VSA 10 can detect issues based on certain rules and monitoring configurations that exist for a set of assets. You can configure such alerts to be automatically synced to BMS as tickets, linked to the equivalent organization (account in BMS) and related hardware assets.

An automatic service that runs periodically in VSA 10 monitors such alerts. Once created, the alerts are automatically synced to BMS as tickets within the Service Desk menu.

These tickets are automatically linked to the correct mapped account and the related assets from the hardware assets catalog in BMS Service Desk.

The process initiates an automatic sync for the asset and organization in case no equivalent is found in BMS.

In this tab, you can map the priority of the VSA 10 alert that will generate a ticket.

EXAMPLE  If you map the Critical priority in the RMM Priority column to the Very High priority in the Service Desk Priority column, VSA 10 alerts of the Critical priority will generate a ticket of the Very High priority in BMS.

Automatic push from BMS

If enabled, this feature will allow the system to automatically sync an account newly created in BMS CRM accounts to VSA 10. They will be created as organizations within the organization list and will include a default department. default machine group, and other default information, such as address and website.

Manual sync

In addition to the automatic push of organizations, BMS provides the ability to synchronize the accounts and organizations manually.

On the manual sync page, you can import organizations from VSA 10 into BMS as accounts, and vice versa, can manually export BMS accounts to VSA 10 as organizations.

The sync wizard provides the ability to search for specific organizations, select multiple, and then import.

When importing organizations from VSA 10 into BMS, you can define the behavior of the mapping between the organizations in VSA 10 and BMS. For instance, you can link an organization in VSA 10 to an existing account in BMS without the need to create a new account with the same name, which will give you the option to maintain different names for the same entity across the two systems.

In addition to linking to an existing account, you can also customize and define how the machine groups in the VSA 10 organization can link to existing account locations or departments.

The Load accounts option will refresh the list in real time.

After accounts are mapped, you will see an icon in the Mapped column. Actions can be performed from the Account column.

NOTE  Remember that if no mapped icon is visible, accounts are not synchronized.

In assets synchronization, a one-way sync allows assets to flow to BMS from VSA 10 in multiple ways:

• Manual
• Periodic
• As part of an alert

VSA 10 asset import to BMS is very extensive, and assets are created as Hardware assets in BMS. When the assets are imported and updated using any of the preceding methods, several pieces of information are carried over and updated to provide more details about that asset.

Manual sync

This process is like the manual process described in the preceding section for the accounts, but it is limited to importing the data into BMS.

You will have the ability to filter assets by their name, machine group, and type, whether a computer agent or not.

Once satisfied with the filtration, you can select the desired assets to synchronize and import. This will trigger a process that will import the target assets data into BMS as hardware assets.

In addition to the sync wizard, you can trigger an update for the asset directly from the asset editing page. You can click the sync button if the asset is already mapped to an asset in VSA 10.

Periodic sync

The periodic sync feature will trigger a daily VSA 10 asset synchronization at midnight.

This will keep the hardware assets catalog in BMS synced with the latest information from VSA 10 assets.

This synchronization process can be triggered on demand manually from the asset sync wizard using the Sync All Assets button.

Assets deactivation

When an agent/asset in VSA 10 is deleted or disabled, the integration will track such change and send a request to BMS to deactivate the related hardware asset.

Remote Control

If enabled and configured correctly, you will see a Remote Control button when viewing the target asset or when viewing a ticket that has this asset related to it. With this option, technicians can launch a VSA 10 remote session to a machine/asset that requires troubleshooting without having to leave the BMS ticket being worked on.

Creating tickets from the VSA 10 Agent tray

The Request Support option is available via the VSA 10 Agent system tray icon on a device.