MSPCenter SDPMSP Integration

Tags:  
MSPCenter - SDP Connector

MSP Center has an inbuilt ticketing system. For some customers this was good enough as it served the purpose of a simple "helpdesk". Others who wanted the full functionality of a "servicedesk"switched this off and started using the manageengine servicedesk with alarm-to-email forwarding from mspcenter. The biggest hurdle in this email forwarding model is that the MSP has to add customer names and user logins in both products everytime when a new customer is added. It was like running two products without them being in sync. To overcome this problem we are building a connector which can send critical data from mspcenter to servicedesk using APIs instantly. The good news is that the upcoming product SDP-MSP will also inherit this API.

This document explains the work in progress for the upcoming connector, an API based integration effort between MSP Center and SDP/ SDPMSP products. 

  1. High level overview of connector
  2. Data sent using API
  3. Full list of data
  4. Licensing/ pricing
  5. Frequently asked questions (assumed!)

High level overview 




Data sent using API



Full list of data sent 


MSPCENTER
SDP / SDP MSP
Customer
  • Customer Name
  • DoorNo. , Street
  • City
  • state
  • country
  • ZIP
  • Account Manager Email
Site / Account
  • Site/Account Name
  • Address
  • City
  • state
  • country
  • Postal Code

Device

  • DeviceName(not displayName)
  • Category
  • IP
  • Type
  • Vendor
  • CustomerName
Asset

  • Resource Name
  • AssetType(like Server/WorkStation/Router/Other type)
  • IP
  • Product,OsName,Model
  • Vendor
  • Site
DC Agent
  • os
  • service tag
  • software/hardware (not taken for 1.0)
Asset 

Log a ticket
  • AlarmStatus-Message
  • Alarm variables set in Body of LogATicket profile.
  • CustomerName of the device for the LogATicket-Alarm

  • DeviceName
  • LogATicket - Category
  • LogATicket - Priority
  • LogATicket - Technician
Request
  • Request Subject
  • Request Body

  • RequesterName,SiteName(Note that this requester should not be edited/deleted)
  • AssetName
  • Request - Category
  • Request - Priority
  • Request - Tech/supportrep
User : As Technician
  • Name
  • Password
  • As 'Technician'
  • Customers List.
  • Full Control
  • Read Only Access
Technicians
  • Name,LoginName(in LowerCase)
  • Password(CaseSensitive)
  • Added as Technician(not as Requester)
  • Site Name(s) (will be associated)
  • For 'full-control All-devices' -> 'SDAdmin' role 
  • For 'full-control Selected-customers' -> 'SDSiteAdmin' Role.
  • For 'Read-Only All-Devices' -> 'SDCOOrdinator,SDGuest' roles.
  • For 'Read-Only Selected-Cust' -> 'SDSiteAdmin' roles.

User : As 'Customer Contact' from Add-User Page (Full Control/Read Only Not Applicable here)
  • Name
  • Password
  • As 'CustomerContact'
  • Customer Name

Requesters(Dept Name: General)

  • Name,LoginName(in LowerCase)
  • Password(CaseSensitive)
  • Permission to view Only Own Requests.
  • Site Name(will be associated)
User : As Customer's Contact from Add-Customer page
  • Name
  • Job TItle
  • Email
  • Phone 
  • Mobile
  • CustomerName
  • Permission to View Customers devices.
Requesters(Dept Name: General)

  • RequesterName,LoginName(in lowercase),Password(CaseSensitive)
  • Job TItle
  • Email
  • Phone 
  • Mobile
  • SiteName
  • Permission to view Own Requests.
  • Permission to view Site's Requests for the requester added same as Site's Name(from MSP).
Everything 
(required when an existing mspcenter customer buys this connector and uses with a new SDP)
  • customer
  • users
  • devices
  • dc agent

Frequency of sync 
  • once as it happens
  • every x hours/days ??  - not planned



Licensing / Pricing

The API will be turned on/off from the MSPCenter product based on a license. We have not yet decided on the pricing but it could be a nominal one time licensing fee.

Frequently asked questions

  1. I am running servicedesk 7.5 and mspcenter 7100. Can i make use of the API? 
  2. When will SDPMSP support this API?
  3. How is the connector licensed? Per user?
  4. Why should i pay for this API? I have already paid for MSPCenter license and ServiceDesk license.
  5. I am using MSPCenter and i want to use SDP-MSP. Can i migrate my helpdesk data from mspcenter to the new sdp-msp ?
  6. Can i run MSPCenter and SDPMSP in the same machine?
  7. Can i perform asset scan on SDPMSP in this integrated model?
  8. Will the connector work with SDP-standard, SDP-professional, and SDP-enterprise(itil)?
  9. How is it different from the old jumpto integration?

I am running servicedesk 7.5 and mspcenter 7100. Can i make use of the API? 
No. The API is getting released only in servicedesk 7.6 and mspcenter 7300. So wait for 7.6 release, upgrade your servicedesk, and then you can try the new API for 30 days. (Same for mspcenter) For you to fully utilize the API you need to buy the connector license and apply it over MSPCenter. 

When will SDPMSP support this API?
Around 4-6 weeks after servicedesk 7.6 release

How is the connector licensed? Per user?
No. Its just a one time license fee to enable the API. So its not based on users.

Why should i pay for this API? I have already paid for MSPCenter license and ServiceDesk license.
What you paid for is the standalone operation of these products. Not for the integration.

I am using MSPCenter. Can i migrate my helpdesk data from mspcenter to the new sdp-msp ?
No -> requests, users, solutions etc from mspcenter's helpdesk module cannot be migrated
Yes -> customer, users, and devices from mspcenter can be re-added fresh into sdp-msp.

Can i run MSPCenter and SDPMSP in the same machine?
We adivce not to. But if you insist, please ensure that the system requirements of both products are adhered to.

Can i perform asset scan on SDPMSP in this integrated model?
You can scan the devices if they are reachable. But in the MSP model we guess the devices will not be reachable from your NOC and hence MSPCenter will discover the devices either through probes or agents and a basic set of data will be added in SDP. If you want full details such as installed software, hardware inventory etc., you wont find it in SDP but you will find it in the mspcenter pages. 

Will the connector work with SDP-standard, SDP-professional, and SDP-enterprise(itil)?
Yes

How is it different from the old jumpto integration?
In old jumpto model only an email will be sent from mspcenter to sdp. This had two operation problems 1) you have to manually create all the customer names, user logins, etc into servicedesk and 2) if email server fails the integration will break. In this new API based model both these problems are solved as mspcenter automatically adds customers, users, and assets into servicedesk and theres no email.



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