Integrating with ConnectWise Automate (LabTech)

Use this article as a guide to create and maintain an RMM integration with LabTech, now known as ConnectWise Automate. This gives you information about CPU, memory, disk usage, last reboot, etc.

It should only take about an hour to get up and running with your RMM. This is a rough estimate based on our experience with several partners who integrated with their RMM.


The LabTech sync described below will do the following:
  • Discovers all clients and computers in LabTech
  • Matches clients to organizations in IT Glue using the LabTech Company field (same mapping used by ConnectWise)
  • Suggests organizations based on name and pattern recognition
  • Matches computers to configurations in IT Glue using a MAC address or serial number
  • Suggests configurations based on exact name
  • (Optional) Location matching
    Used to match locations to sub-organizations in IT Glue

    For more information about the device mappings, see RMM Field Mappings.

Steps to integrate:

  1. Prerequisites
  2. Set up a secure connection & configure RMM
  3. Enter your RMM credentials
  4. Wait for the sync to complete
  5. Organization matching
  6. Configuration matching

1. Prerequisites

  • Manager or Administrator level access to IT Glue.
  • If you're integrating with a PSA and an RMM, you will want to first sync your RMM to your PSA and your PSA to IT Glue to make sure that the required data is available for matching.

2. Set up a secure connection & configure RMM

  • An SSL connection with a valid certificate (not self-signed) to your RMM is required. The instructions from LabTech on how to configure this are below:
  • You need to create a dedicated LabTech user account with the following settings:
    • Permissions tab - allow read-only permissions to clients (Note: if you haven't modified the user class defaults, you can select Help Desk Users) and check the Allow HTTP Tunnel box.

    • Groups and Clients tab - add All Agents and All Clients to Group Membership.

  • In addition to the user credentials, you need the Fully Qualified Domain Name (FQDN) of the LabTech server.
  • Super Important: Make sure that the Client Name and Company fields are populated in LabTech and that they contain the same information. If the Company field is left blank for any clients, those clients will not be available to be matched in the IT Glue matching screen.

3. Enter your RMM credentials

  1. Open IT Glue.
  2. Navigate to Account > Integrations and click +New.
  3. Click the LabTech option.

    ConnectWise_Automate.png

  4. Enter your LabTech FQDN (labtech.example.com) and login credentials and then click Connect.



  5. After you enter your RMM credentials in IT Glue, you're taken to the following screen:


    You will need to choose an option.

    Option Description

    Clients

    Matching on clients will allow you to map to top-level organizations in IT Glue.

    Locations

    Matching on locations allows you to map to organizations and sub-organizations in IT Glue.

    You can change this preference at any point. If you change your preference later, existing matches will be reset. For more information about sub-organizations, see Working with sub organizations.

Next, you’ll be taken to the Sync Logs screen.

Note: If the credentials fail for any reason, syncing will stop until you re-enter your credentials.

4. Wait for the sync to complete

By default, newly queued syncs are scheduled to take place one hour later. From the Account Integrations screen, click Actions and then Start Manual Sync to prioritize the sync to start sooner, if desired.

When the sync is complete, the status column changes from Syncing... to OK.

The initial sync typically completes in under an hour and subsequent syncs will occur within minutes depending on how many new items you have.

5. Organization matching

IT Glue discovers organizations and configurations and tries to match them to data in your account. The matching logic is at the top of this article. Anything that isn't automatically matched will need to be manually actioned.

Instructions

  1. From Account > Integrations, find your RMM in the list and click on Actions and then Matching.

    The following screenshot shows what the integrations screen should look like (but with your RMM instead of N-central).



  2. Start with the Unmatched filter to review unmatched organizations.
  3. If you're happy with a suggested match, click Accept Suggestion to accept it:



    Or, you can search for and choose a different organization using the Match To column. You can also choose to ignore organizations, which means they won't count as unmatched items in subsequent syncs.
    Warning. If you don't see an organization, you can choose the Create Organization action to create (import) it. But make sure there is nothing to match first, so that you don't create a duplicate organization.
  4. Keep going through all your unmatched organizations until they are all matched.
  5. If you change your mind about any of the matches, click Actions, choose Change Match, and then manually search for and choose a different organization.

6. Configuration matching

Next, go through the same process to match configurations as you did for organizations.

  1. To begin, click the Matched filter, pick a matched organization, and then choose the Match Devices action.



  2. You should first review your matched devices to see if everything looks okay.



  3. Next, click the Unmatched filter and start matching any remaining configurations until all are actioned (matched, ignored, or created).
  4. Before you create configurations, first match any of the devices that we couldn't match based on MAC addresses or serial number, for example, virtual servers. When you're done matching, you can create (in bulk or individually) any of the remaining devices coming in from your RMM.
    Important. We don't recommend that you create configurations from your RMM if you'd like to then have them populate from IT Glue to your PSA. New items created from such data will not sync with your PSA unless you choose to do so manually by editing and saving each and every item. This is absolutely manual and is not recommended.
  5. Repeat for each organization until all configurations are actioned.

Once everything is matched, the RMM setup is complete. At any time, you can come back to these instructions to discover and match new organizations and configurations from your RMM.

 

Related articles

Was this article helpful?
2 out of 2 found this helpful