summary 2 - webroot · imap setup table. if you do not have the email connector as an option in...

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Summary ........................................................................................................ 2

Requirements .................................................................................................. 2

ConnectWise Configuration – IMAP Setup ............................................................ 3

ConnectWise Configuration – Email Connector ..................................................... 5

ConnectWise – Parsing Rules ............................................................................. 8

Webroot Configuration – Group Setup .............................................................. 10

Webroot Configuration – List Setup .................................................................. 12

Webroot Configuration– Alert Setup ................................................................. 13


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 email. Emails will

be sent from the Webroot cloud using a custom alert template. Those emails will be

processed using the Email 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 Email 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 email account

ConnectWise Email Connector Module

https://marketplace.connectwise.com/p/124/email-connector

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 email box is recommended to limit possible errors in new tickets and reduce complex parsing rules.

https://marketplace.connectwise.com/p/124/email-connector


ConnectWise Configuration – IMAP Setup

Before proceeding with this section, you must have already created an IMAP account

on your email server. The IMAP email account must have a sub-folder called

PROCESSED for email to be moved once ConnectWise has created a ticket.

This email address should only exist for the purpose of processing Webroot Cloud

alerts and not given as a public email 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.


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:

http://docs.connectwise.com/Online_Documentation/2012.2/090/020/170/055.

http://docs.connectwise.com/Online_Documentation/2012.2/090/020/170/055


ConnectWise Configuration – Email Connector

You must setup the Email Connector to check the mailbox you just created in the

IMAP Setup table. If you do not have the Email 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 Email Connector mailbox.

To set up Email Connector:

1. From the Setup Tables screen, look for the Email Connector Table.

2. Click to open the table and click the New Item icon.

The Email Connector window displays.

3. Select the IMAP radio button to designate the Email Connector Type.

4. From the IMAP drop-down menu, select Webroot Email Alerts.

5. The Email Options needs to be carefully configured to avoid emails being

automatically sent to the From address, which is [email protected]. 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 Email From field, enter the email address of the IMAP email box that you

created above.

This setting ensures that if there were any replies to a ticket generated email,

that reply will be received and processed by this proper Email Connector.

7. In the Send Errors To field, enter the email of your ConnectWise Administrator so they are notified if there are problems with the Email Connector.

mailto:[email protected]


8. Select both of the following checkboxes:

Never Respond to Email Sender – Prevents the system from sending an

email to the Webroot Cloud server, which can potentially create an email loop.

Post customer replies to original service tickets – Ensures that if you do

email 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 emails your clients based on the

New ticket status, they may receive an email 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 auto-

assign 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.


12.If your default New ticket status on the selected Service board will email the client, you may want to change the Default Status to one that will not email 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:

http://docs.ConnectWise.com/Online_Documentation/2012.2/090/020/170/04

0

http://docs.ConnectWise.com/Online_Documentation/2012.2/110/070/007

14.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.



http://docs.connectwise.com/Online_Documentation/2012.2/110/070/007


ConnectWise – Parsing Rules

The Parsing Rules window instructs the ConnectWise Email Connector as to where the

Client name can be located in the email. If this is not set up correctly, emails 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 Email Subject Line Parsing Rule: enter the subject line for your email. This

must match what is configured in the Webroot Alerts console exactly or parsing will fail.

The recommended subject line is: Webroot Email Alerts/{company}/


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 email 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 Email Connector setup table, click the Save and Close

button.

We recommend that you send some test emails to the IMAP email address to

ensure that it is properly creating tickets and assigning a company. Remember to

make the subject line Webroot Email Alerts/companyid/ with an appropriate

company ID in your subject line to test.

For more information, please see the ConnectWise KB article:

http://docs.ConnectWise.com/Online_Documentation/2012.2/090/020/170/040/0

10

http://docs.connectwise.com/Online_Documentation/2012.2/090/020/170/040/010

http://docs.connectwise.com/Online_Documentation/2012.2/090/020/170/040/010


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


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.


Webroot Configuration – List Setup

To set up lists:

1. Click the Alerts Tab.

2. Click the Create button, and create an email list that is specifically for the ConnectWise Email Connector.

3. In the List name field, enter a name that indicates clearly what the list is used for.

4. In the Email Address field, enter the email address; this should be the IMAP mailbox email you created above.

5. Click the Save button.


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.


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 email message that will be send to ConnectWise.


8. In the Email title field, enter the email title. This information must match your parsing rule as created above, but change {customer} with [groupname]

For example:

Webroot Email Alerts/{company}/ becomes Webroot Email

Alerts/[groupname]/

9. In the Email 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 Email 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 email.

12.Click Finish to save and enable your alert.

We recommend that you copy the subject line and body of the preview email and

again send test messages to the IMAP email address.

After you have finished the rule setup is completed. When processed, the new

ticket should look like this:

summary 2 - webroot · imap setup table. if you do not have the email connector as an option in...

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