Configuring Service Center for Tigerpaw

Configuring Service Center

Ticket status mapping between Tigerpaw and Barracuda RMM is two-way, which means that you can select the appropriate Tigerpaw ticket status for ticket updates from Barracuda RMM, and you can select the appropriate Barracuda RMM ticket status for ticket updates from Tigerpaw. This two-way mapping allows you to control how statuses are mapped when the number of statuses between the two systems is inconsistent. It is strongly recommended that you maintain consistency in status mapping between the two systems.

You can create custom ticket statuses in Barracuda RMM in addition to the four system statuses, to map to Tigerpaw ticket statuses. For more information, see Creating Custom Ticket Statuses.

To install the Tigerpaw Service Desk Module

1. In Service Center, click Update Center > Components.
2. Click Get More.
3. From the Type list, select Service Desk Modules.
4. Select the check box beside Tigerpaw Service Desk Module, and then click Install.

To configure the Tigerpaw Service Desk Module

1. In Service Center, click Configuration > Service Desks.
2. Click Tigerpaw Service Desk Module.
3. In the Name box, type a name for the Tigerpaw integration.
4. In the Description box, type a description of the Tigerpaw integration.
5. In the User Name box, type the Tigerpaw API user name. This is the API user that was created using the Tigerpaw API User utility.
6. In the Password box, type the Tigerpaw password.
7. In the Website URL, type the Tigerpaw API web service host URL.
   Note: "/tsiWS.asmx" is automatically appended to the URL.
8. To require that any future configuration to the Tigerpaw service desk module requires a password re-entry, select the Require password re-entry to configure this service desk module check box.
9. Click Next.
10. From the Tigerpaw External Product for integration list, select the External Product you created in Tigerpaw for the Barracuda RMM integration.
11. From the Rep Taken By list, select the Tigerpaw client user account that will open the ticket. This is the authenticated user that the Tigerpaw API uses to create or update service orders.
12. From the Rep Assign to list, select the individual who will work on the ticket.
13. From the Tigerpaw Service Board list, select the service board in which you would like to see your tickets created. It is recommended that you create a service board for managed service tickets. See Creating a Service Board for Barracuda RMM Tickets.
14. From the Service Order Type list, select the service order type you want to assign to Barracuda RMM tickets. It is recommended that you create an service order type for tickets generated in Barracuda RMM.
15. Click Next.
16. In the Site Account Mapping section, verify that the site and account listed match those in Tigerpaw. Note that this is a read-only page.
17. Click Next.
18. Map ticket statuses by doing the following:
    • For each of the Barracuda RMM ticket statuses, select an appropriate Tigerpaw service order status.
    • For each of the Tigerpaw service order statuses, select an appropriate Barracuda RMM ticket status.
    Note: In addition to the four standard Barracuda RMM ticket statuses, there may be custom Barracuda RMM ticket statuses available for you to map.
19. Click Next.
20. Map ticket priorities by doing the following:
    • For each of the Barracuda RMM ticket priorities, select an appropriate Tigerpaw service order priority.
    • For each of the Tigerpaw service order priorities, select an appropriate Barracuda RMM ticket priority.
21. Click Next.
22. If you are using the Tigerpaw Employee Portal, do the following:
    • Enter the URL in the Base Hyperlink field.
    • Enter the column name where tickets are displayed in the Ticket Column Name field.
    Note: If you are not using the Tigerpaw Employee Portal, which is an optional Tigerpaw add-on, you can leave these values at the default value.
23. Click Next.
24. For each Barracuda RMM asset type, select the corresponding Tigerpaw asset type.
25. Click Next.
26. Type in the time you would like to run the daily asset synchronization between Barracuda RMM and Tigerpaw. Alternatively, use the time picker to select a time.
    Note: The Sync Now button is not enabled until after the configuration is completed.
27. To view an asset synchronization log file, click a View Log link in the Log File column. The log file opens as a .txt file.
28. Click Next.
29. By default, all tickets are sent. You can filter the tickets that are sent by clearing the check box beside any of the following:
    • To exclude site-based tickets, clear the All site-based tickets check box, or click the + icon beside this check box, and clear any of the following: Manual tickets, Site not communicating, Loss of monitoring protocol, and New device tickets.
    • To exclude website-based tickets, clear the All website-based tickets check box.
    • To exclude all device-based tickets, clear the All device-based tickets check box.
    • To exclude device-level monitor tickets, click the + icon beside the All device-based tickets check box to expand it, and then clear the Device-level monitor tickets check box.
    • To filter policy module tickets, click the + icon beside the All device-based tickets check box to expand it, and then select the Filtered policy modules option button. Click Add, and select the check box that corresponds with each policy module you want to add. Click Apply.
    • To filter policy set tickets, click the + icon beside the All device-based tickets check box to expand it, and then select the Filtered policy sets option button. Click Add, and select the check box that corresponds with each policy set you want to add. Click Apply.
30. Click Save.