Integrating with Syncro

Introduction

Use this article as a guide to create and maintain an RMM integration with Syncro, which is their RMM solution. This gives you information about Manufacturer, Model, Serial No., IPs, and connected MAC Addresses in IT Glue.

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 Syncro sync described below will do the following:

  • Discovers all organizations and machines in Syncro
  • Matches Syncro organizations to organizations in IT Glue using the Syncro Company field
  • Suggests organizations based on name and pattern recognition
  • Matches devices to configurations in IT Glue using a MAC address or serial number
  • Suggests configurations based on exact name

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

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.
  • A Manager role will only be able to see RMM matched/unmatched data for organizations that they have explicit access to. To grant access to RMM data for all organizations, refer to Step 7 of our Adding and removing users KB article.

Instructions

Configure RMM

  1. An SSL connection with a valid certificate (not self-signed) to your RMM is required.
  2. IT Glue talks to Syncro via API to monitor for devices so we can perform our routine sync. We recommend that you create a new Syncro "Master" user account (preferably named itglue) with permission to view the assets for which you'd like us to sync (settings should be in "Role" and "Scope").

Enter your RMM credentials

  1. Log into IT Glue and navigate to Account > Integrations. Then, click on the green + New button and then on the Syncro icon.


    Choose_a_platform_to_sync_your_data_with___IT_Glue.png

  2. Enter your Syncro Fully Qualified Domain Name (company.syncro.com) and login credentials and then click Connect.


    syncro_2.png

Sync Data

  1. From the Account Integrations screen, click Actions > Start Manual Sync.


    Integrations___IT_Glue.png

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

Organization matching

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

  1. From the Account Integrations screen, find your RMM in the list and click on Actions > Matching.
  2. In the Unmatched tab, review the unmatched organizations.
    1. If you're happy with a suggested match, click Accept Suggestion to accept it.


      RMM-customer-unmatched_screen_accept_suggested_match_3.54.31_PM.png

    2. If there is no suggested match, or it is incorrect, you can search for and choose a different organization using the Match To field.
    3. If no organization exists in IT Glue, you can choose to create an organization. You can also choose to ignore groups, which means they won't count as unmatched items in subsequent syncs.
      Warning. Before creating an organization from the matching screen, ensure that no corresponding organization already exists, otherwise a duplicate will be created.
  3. If any matches are incorrect, click on Actions > Change Match and select a different organization to match to.

Configuration matching

Once all organizations have been matched, the same process should be followed for any unmatched configurations.

  1. From the Matched tab, choose any organization that has unmatched configurations, click the Actions button, and select Match Devices.


    RMM-customer-matched_screen_match_devices.png

  2. For any unmatched configurations, you can either accept the suggested match, search for an IT Glue configuration by entering the name in the Match To column, or create a new configuration by clicking Actions > Create Configuration.
  3. Before you create configurations, first match any of the devices 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.
  4. 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.

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