Configuring integration in Kaspersky Security Integration with ConnectWise Manage

The purpose of Kaspersky Security Integration Tool for MSP is to configure integration between ConnectWise Manage and the Kaspersky Lab solution you use: Kaspersky Security Center or Kaspersky Business Hub.

Using Kaspersky Security Integration Tool for MSP, you can do the following:

• Map ConnectWise Manage companies to Kaspersky Security Center virtual servers or Kaspersky Business Hub companies.
• Configure ticketing in ConnectWise Manage.
• Map Kaspersky Lab security applications to existing ConnectWise Manage products.
• Configure automated billing.

Mapping companies and enabling automatic billing

Use the Companies tab in the Kaspersky Security Integration Tool for MSP window to set up and modify mapping between managed companies in ConnectWise Manage and virtual servers or companies in your Kaspersky Lab solution. To set up mapping, companies must be created in ConnectWise Manage, while virtual servers must be added to Kaspersky Security Center Administration Server or companies must be created in Kaspersky Business Hub.

On the Companies tab, you can also enable automatic billing for your managed companies. This means that information about the number of license units for Kaspersky Lab security applications provided during the current billing period can be updated regularly and automatically in ConnectWise Manage. Timely updating lets you prepare customer invoices more quickly and easily.

When you click the Companies tab, a list is displayed, showing virtual servers or companies and their corresponding ConnectWise Manage companies. You can add existing virtual servers or companies to the integration and map ConnectWise Manage companies to them. You can also delete mapping between a virtual server or company and its corresponding ConnectWise Manage company. In this case, neither the virtual server / company nor the ConnectWise Manage company is deleted; instead, the link between them is broken.

Mapping companies and enabling automatic billing

The following sections explain how to add or remove virtual servers or companies to / from the integration and how to configure automatic billing.

Adding and removing virtual servers or companies

You can add existing virtual servers or companies to the integration or remove them from the integration.

To add or remove virtual servers or companies to / from the integration:

1. In the Kaspersky Security Integration Tool for MSP window, click the Companies tab.
2. Click the Add / remove virtual servers link if you use Kaspersky Security Center, or the Add / remove companies link if you use Kaspersky Business Hub, and then do one of the following:
   • Select check boxes next to existing virtual servers or companies to add them to the integration. Then you can match these virtual servers or companies to ConnectWise Manage companies.
   • Clear check boxes next to virtual servers or companies to remove them from the integration. This action does not remove the virtual servers from Kaspersky Security Center or companies from Kaspersky Business Hub; it only deletes the mapping between the virtual servers or companies and the ConnectWise Manage companies.
3. Click OK.

Each virtual server or company can be added to one integration only. That is, if a virtual server or a company is added to an integration, it is not displayed in a list of virtual servers or companies available for another integration.

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Setting up automatic billing

You can map virtual servers or companies to ConnectWise Manage companies and configure automatic billing for the selected companies.

To set up mapping between virtual servers or companies and ConnectWise Manage companies, and edit billing settings:

1. In the Kaspersky Security Integration Tool for MSP window, click the Companies tab.
2. In the Virtual server column (if you use Kaspersky Security Center) or in the Company column (if you use Kaspersky Business Hub), locate the virtual servers or companies to which to map the ConnectWise Manage company.

   If you have a long list of virtual servers or companies, use the search box located above the table, on the right, to find the required virtual server or company. Type any part of the virtual server or company name in the search box and click the Search button. Only the virtual servers or companies whose names contain the string you entered are displayed.

3. In the ConnectWise Manage company column, click the drop-down arrow and select the ConnectWise Manage company you want to map to the virtual server or company.

   One-to-one mapping is supported. You can map one virtual server or one company to a single ConnectWise Manage company.

4. Turn automatic billing on or off for your company by using the toggle button in the Billing settings column.

   To use automatic billing, you must create mapping between Kaspersky Lab security applications and their ConnectWise Manage equivalents—products. For details, see Mapping ConnectWise Manage products to security applications.

5. Click the Select agreement drop-down arrow in the Billing settings column and select one of the available Agreements associated with the company you selected in the ConnectWise Manage company column.

   An Agreement must exist for the selected company in ConnectWise Manage in order for automatic billing to be set up successfully. Agreements for a company are created and managed in ConnectWise Manage. You can view the Agreements for the selected company in ConnectWise Manage.

   The Agreement Additions for the security applications used by the company will be automatically created in ConnectWise Manage during the daily synchronization.

6. If necessary, repeat steps 2 to 5 for each pair: virtual server-company or company-company.
7. Click the Save changes button to save your mapping.

After the ConnectWise Manage companies are mapped to the virtual servers or companies, Service Tickets and Agreement Additions for the licensed Kaspersky Lab security applications are automatically created for these companies in ConnectWise Manage.

How automatic billing works

You can configure automatic billing to enable Kaspersky Security Integration with ConnectWise Manage to create, and update daily, the ConnectWise Manage Agreement Additions for Kaspersky Lab security applications. When automatic billing is configured, information about usage of Kaspersky Lab security applications on managed computers is transferred to ConnectWise Manage automatically, allowing faster periodic generation of invoices for your customers. For information about enabling and configuring automatic billing, refer to Setting up automatic billing.

Automatic billing works according to the following rules:

• Kaspersky Security Integration Service for MSP runs automated billing daily, so that you have up-to-date usage information in ConnectWise Manage any time you have to generate an invoice for a client.
• Kaspersky Security Integration Service for MSP creates Agreement Additions for Kaspersky Lab security applications only if these security applications are mapped to the ConnectWise Manage products. For details, refer to Mapping ConnectWise Manage products to security applications.
• To get usage information for a particular company, Kaspersky Security Integration Tool for MSP calculates how many of the company's devices use the licenses that are added to the Kaspersky Security Center virtual server / Kaspersky Business Hub company associated with the ConnectWise Manage company. Only unexpired and active commercial keys and subscriptions are counted. Servers and workstations are counted separately if the Bill devices by category option is selected when Kaspersky Lab security applications and ConnectWise Manage products are mapped. Also, Kaspersky Security Integration Service for MSP calculates how many Kaspersky Security for Microsoft Office 365 mailboxes are protected.

To differentiate the pricing policy for two types of devices (servers and workstations), a separate billing feature is available. Kaspersky Security Integration Tool for MSP supports two billing configurations:

• Associates a single licensed Kaspersky Lab security application with a single ConnectWise Manage product.
• Associates a single licensed Kaspersky Lab security application with three different ConnectWise Manage products: one for servers, a second for workstations, and a third for non-Windows devices.

  Some Kaspersky Lab applications, for example, Kaspersky Endpoint Security Cloud Plus, use the per-user licensing model and do not support separate billing for servers and workstations. Such applications can be associated with a single ConnectWise Manage product only.

  In this case, ConnectWise Manage analyzes the type of client device (server or workstation) that uses the Kaspersky Lab license. Data about each Kaspersky Lab security application license used by the device is associated with the ConnectWise Manage product mapped to this Kaspersky Lab security application.

  For example, if a client company uses Kaspersky Endpoint Security for Business Advanced on 100 devices, where 90 of them are workstations and 10 are servers, Kaspersky Security Integration Service for MSP does the following:

  • Creates an Agreement Addition on 90 devices for the ConnectWise Manage product for workstations.
  • Creates an Agreement Addition on 10 devices for the ConnectWise Manage product for servers.

Setting up ticketing

This section explains how to set up ticketing for your managed companies.

About setting up ticketing

Tickets allow timely responses to different types of events or to changes in computer status that occur on the company network. Automated ticketing allows you to reduce significantly the time spent monitoring and managing your companies.

You must establish ticketing rules to enable automatic creation and assignment of tickets in ConnectWise Manage. You can set up creation and assignment of tickets depending on the event severity or when a computer status changes to Critical or Warning in Kaspersky Lab security applications.

Ticket creation settings from the previous versions of Kaspersky Security Integration with ConnectWise Manage (Maintenance Release 1 and earlier) are not compatible with versions Maintenance Release 2 and later. After you update Kaspersky Security Integration with ConnectWise Manage to Maintenance Release 2 or later, you have to reconfigure ticketing in Kaspersky Security Integration Tool for MSP.

Tickets created on the basis of computer status changes are automatically closed when the corresponding issue is resolved and the status description that triggered the ticket creation is no longer relevant. For example, when a computer's status becomes Warning because a "Databases are out of date" status description is assigned, a corresponding ticket is created. When the databases are updated, the status description "Databases are out of date" is no longer relevant, and the ticket is automatically closed. However, the computer status might remain Warning because of other status descriptions, for example, "Many viruses detected".

Tickets created on the basis of events Mailboxes protection is not provided and License-related issue occurred that occur in Kaspersky Security for Microsoft Office 365 are also closed when the corresponding issue is resolved.

Tickets created on the basis of all other events that occur in Kaspersky Security for Microsoft Office 365 and tickets created on the basis of events that occur in Kaspersky Security Center or Kaspersky Endpoint Security Cloud are not closed automatically, so you must close these tickets manually.

You can create and modify ticketing rules for your managed companies. Ticketing rules are applicable to all managed companies that are mapped to Kaspersky Security Center virtual servers or Kaspersky Business Hub companies. Ticketing rules are configured individually for events and for computer statuses. When configuring integration between ConnectWise Manage and Kaspersky Business Hub, you must set up ticketing separately for Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365.

Ticketing for events

The ticketing settings depend on the Kaspersky Lab solution that you use: Kaspersky Security Center or Kaspersky Business Hub.

Ticketing for events that occur in Kaspersky Security Center

On the Ticketing tab, you can configure ticketing rules for events that occur in Kaspersky Security Center. You can edit ticketing settings either for an individual event or for several events at the same time.

Configuring ticketing for events

To set up ticketing for events:

1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
2. In the left pane, select the Events section to configure ticketing for events.
3. Do one of the following:
   • To configure ticketing for one event severity, use the toggle button in the Create ticket column to enable ticket creation for the corresponding event severity. In the Lifetime, Priority, and Service Board columns, edit the settings as required.

     By default, ticketing is disabled for all event severities.

   • To configure ticketing for one or several event severities simultaneously, select the lines that contain required event severities, and then click the Edit button above the table. The Ticketing settings for events window opens.

     Editing ticketing settings for multiple event severities is useful if you want to assign the same settings to these event severities. If you want the ticketing settings to be different, edit them individually for each event severity.

   You can edit the following ticketing settings:

   • On / Off (or, in the main window, the toggle button)—Enable or disable ticket creation for the selected event severities.
   • Lifetime—Select the period, in days, during which the events are still relevant. The default value is 1 day.

     This value is used to determine whether to create a ticket for an event in ConnectWise Manage. If the connection between ConnectWise Manage and Kaspersky Security Center has been broken and events have not been sent for some time, only events more recent than the specified period are sent to ConnectWise Manage as tickets. A different relevance period can be set for different event severities.

   • Priority—Select the priority level for the tickets created in ConnectWise Manage. Assigning priority levels to events is used to prioritize corresponding ConnectWise Manage tickets. The ticket priority allows you to respond to the issues in order of their importance, so that more urgent problems can be resolved sooner.
   • Service Board—Select the ConnectWise Manage Service Board to assign the ticket to. Service Boards are configured in ConnectWise Manage. Make sure that the Service Board has the default status and team; otherwise, it is not possible to create Service Tickets by means of this Service Board.
   • Type—Select the ConnectWise Manage ticket type to be assigned to the ticket. Ticket types, available for selection, depend on the selected Service Board. This setting is present only in the Ticketing settings for events window.
   • Subtype—Select the ConnectWise Manage ticket subtype to be assigned to the ticket. Ticket subtypes, available for selection, depend on the selected Type. This setting is present only in the Ticketing settings for events window.

   

   Ticketing settings for events window

4. When you finish configuring ticketing for events, click the Save changes button to save the ticketing settings.

   Ticketing for event severities is configured and ConnectWise Manage tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create tickets in ConnectWise Manage for a company only if its status allows saving changes. Therefore, make sure that the Disallow Saving check box is cleared for your company on the Company Status tab.

You can cancel changes and reset ticketing settings to their last saved values.

To cancel changes of ticketing settings and restore last saved values:

1. Open the Ticketing tab.
2. In the left pane, select the Events section.
3. Click the Cancel changes button.

You can also reset ticketing settings to their default values.

To reset ticketing settings to their default values:

1. Open the Ticketing tab.
2. In the left pane, select the Events section.
3. Click the Reset to defaults link.

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Ticketing for events that occur in Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365

On the Ticketing tab, you can configure ticketing rules for events that occur in Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365. You can edit ticketing settings either for an individual event or for several events at the same time.

Configuring ticketing for events

To set up ticketing for events:

1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
2. In the left pane, click the Kaspersky Lab security application name, and then select the Events section to configure ticketing for events. You can configure ticketing separately for events that occur in Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365.
3. Do one of the following:
   • To configure ticketing for one event severity (in Kaspersky Endpoint Security Cloud) or for one event type (in Kaspersky Security for Microsoft Office 365), use the toggle button in the Create ticket column to enable ticket creation for the corresponding event severity or event type. In the Lifetime, Priority, Service Board, and Closing status columns, edit the settings as required.

     By default, ticketing is disabled for all event severities and event types.

   • To configure ticketing for one or several event severities or event types simultaneously, select the lines that contain required event severities or event types, and then click the Edit button above the table. The Ticketing settings for events window opens.

     Editing ticketing settings for multiple event severities or event types is useful if you want to assign the same settings to these event severities or event types. If you want the ticketing settings to be different, edit them individually for each event severity or event type.

   You can edit the following ticketing settings:

   • On / Off (or, in the main window, the toggle button)—Enable or disable ticket creation for the selected event severities or event types.
   • Lifetime—Select the period, in days, during which the events are still relevant. The default value is 1 day. This setting is not present for events that occur in Kaspersky Security for Microsoft Office 365.

     This value is used to determine whether to create a ticket for an event in ConnectWise Manage. If the connection between ConnectWise Manage and Kaspersky Endpoint Security Cloud has been broken and events have not been sent for some time, only events more recent than the specified period are sent to ConnectWise Manage as tickets. A different relevance period can be set for different event severities.

   • Priority—Select the priority level for the tickets created in ConnectWise Manage. Assigning priority levels to events is used to prioritize corresponding ConnectWise Manage tickets. The ticket priority allows you to respond to the issues in order of their importance, so that more urgent problems can be resolved sooner.
   • Service Board—Select the ConnectWise Manage Service Board to assign the ticket to. Service Boards are configured in ConnectWise Manage. Make sure that the Service Board has the default status and team; otherwise, it is not possible to create Service Tickets by means of this Service Board.
   • Closing status—Select the status to be assigned to the tickets in ConnectWise Manage when they are automatically closed by Kaspersky Security Integration Service for MSP after the corresponding event in the Kaspersky Lab security application has been resolved. This setting is present only for events that occur in Kaspersky Security for Microsoft Office 365.
   • Type—Select the ConnectWise Manage ticket type to be assigned to the ticket. Ticket types, available for selection, depend on the selected Service Board. This setting is present only in the Ticketing settings for events window.
   • Subtype—Select the ConnectWise Manage ticket subtype to be assigned to the ticket. Ticket subtypes, available for selection, depend on the selected Type. This setting is present only in the Ticketing settings for events window.

   

   Ticketing settings for events window

4. When you finish configuring ticketing for events, click the Save changes button to save the ticketing settings.

   Ticketing for event severities or event types is configured and ConnectWise Manage tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create tickets in ConnectWise Manage for a company only if its status allows saving changes. Therefore, make sure that the Disallow Saving check box is cleared for your company on the Company Status tab.

You can cancel changes and reset ticketing settings to their last saved values.

To cancel changes of ticketing settings and restore last saved values:

1. Open the Ticketing tab.
2. In the left pane, click the Kaspersky Lab security application name, and then select the Events section.
3. Click the Cancel changes button.

You can also reset ticketing settings to their default values.

To reset ticketing settings to their default values:

1. Open the Ticketing tab.
2. In the left pane, click the Kaspersky Lab security application name, and then select the Events section.
3. Click the Reset to defaults link.

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Ticketing for computer statuses

On the Ticketing tab, you can configure ticketing rules for the computer statuses. This allows tickets to be created in ConnectWise Manage when the computer status in Kaspersky Security Center or Kaspersky Endpoint Security Cloud changes to Warning or Critical. You can edit ticketing settings either for an individual computer status or for several statuses at the same time.

Configuring ticketing for computer statuses

To set up ticketing for computer status:

1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
2. In the left pane, select the Warning status or Critical status section to configure ticketing for computer statuses.
3. Do one of the following:
   • To configure ticket creation for one status, use the toggle button in the Create ticket column to enable ticket creation for the corresponding status change. In the Priority, Service Board, and Closing status columns, edit the settings as required.

     By default, ticket creation is disabled for all computer status descriptions.

   • To configure ticket creation for one or several statuses simultaneously, select the lines that contain the required status description, and then click the Edit button above the table. The Ticketing settings for computer status change window opens.

     Editing ticketing settings for multiple computer statuses is useful if you want to assign the same ticketing settings to these computer statuses. If you want the ticketing settings to be different, edit them individually for each computer status.

   You can edit the following ticketing settings:

   • On / Off (or, in the main window, the toggle button)—Enable or disable ticket creation for the selected status changes.
   • Priority—Select the priority level for the tickets created in ConnectWise Manage. Assigning priority levels to events is used to prioritize corresponding ConnectWise Manage tickets. The ticket priority allows you to respond to the issues in order of their importance, so that more urgent problems can be resolved sooner.
   • Service Board—Select the ConnectWise Manage Service Board to assign the ticket to. Service Boards are configured in ConnectWise Manage. Make sure that the Service Board has the default status and team; otherwise, it is not possible to create Service Tickets by means of this Service Board.
   • Closing status—Select the status to be assigned to the tickets in ConnectWise Manage when they are automatically closed. Tickets created on the basis of computer status change are automatically closed when the issue that triggered this computer status is resolved.
   • Type—Select the ConnectWise Manage ticket type to be assigned to the ticket. Ticket types, available for selection, depend on the selected Service Board. This setting is present only in the Ticketing settings for computer status change window.
   • Subtype—Select the ConnectWise Manage ticket subtype to be assigned to the ticket. Ticket subtypes, available for selection, depend on the selected Type. This setting is present only in the Ticketing settings for computer status change window.

   

   Ticketing settings for computer status change

4. When you finish configuring ticketing for computer statuses, click the Save changes button to save the ticketing settings.

   Ticketing for computer statuses is configured and ConnectWise Manage tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create tickets in ConnectWise Manage for a company only if its status allows saving changes. Therefore, make sure that the Disallow Saving check box is cleared for your company on the Company Status tab.

You can cancel changes and reset ticketing settings to their last saved values.

To cancel changes of ticketing settings and restore last saved values:

1. Open the Ticketing tab.
2. In the left pane, click the Kaspersky Lab solution name, and then select the Warning status or Critical status section.
3. Click the Cancel changes button.

You can also reset ticketing settings to their default values.

To reset ticketing settings to their default values:

1. Open the Ticketing tab.
2. In the left pane, click the Kaspersky Lab solution name, and then select the Warning status or Critical status section.
3. Click the Reset to defaults link.

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Mapping ConnectWise Manage products to security applications

Set up mapping between Kaspersky Lab security applications and ConnectWise Manage products, so that usage information about Kaspersky Lab security applications appears in ConnectWise Manage as Agreement Additions.

On the Products tab of the Kaspersky Security Integration Tool for MSP window, you can map Kaspersky Lab security applications to ConnectWise Manage products. You can edit the existing mapping between security applications and products as well.

The list of available security applications differs depending on which Kaspersky Lab solution you use: Kaspersky Security Center or Kaspersky Business Hub.

Mapping Kaspersky Lab security applications to ConnectWise Manage products

To set up mapping between Kaspersky Lab security applications and ConnectWise Manage products:

1. In the Kaspersky Security Integration Tool for MSP window, click the Products tab.
2. To differentiate the pricing policy for two types of devices (servers and workstations), use the Bill devices by category toggle button to turn on this feature.

   Some Kaspersky Lab applications, for example, Kaspersky Endpoint Security Cloud Plus, use the per-user licensing model and do not support separate billing for servers and workstations. Such applications can be associated with a single ConnectWise Manage product only.

3. Map Kaspersky Lab security applications in the Kaspersky Lab security application column to their equivalents in the ConnectWise Manage product column.

   If the Bill devices by category feature is disabled, each Kaspersky Lab security application can be mapped to one ConnectWise Manage product only. Otherwise, map each Kaspersky Lab security application to three ConnectWise Manage products:

   1. In the Windows workstations drop-down list, select a ConnectWise Manage product. The price of this product will be used during billing for all of the workstations that use the license for the corresponding Kaspersky Lab security application.
   2. In the Windows servers drop-down list, select a ConnectWise Manage product. The price of this product will be used during billing for all of the servers that use the license for the corresponding Kaspersky Lab security application.
   3. In the Non-Windows devices drop-down list, select a ConnectWise Manage product. The price of this product will be used during billing for all of the non-Windows devices that use the license for the corresponding Kaspersky Lab security application.
4. When you have finished mapping, click the Save changes button to save the mapping.

Viewing companies not integrated with Kaspersky Lab security applications

When configuring integration with ConnectWise Manage, it is useful to check whether all ConnectWise Manage companies are connected to Kaspersky Security Center virtual servers / Kaspersky Business Hub companies, or whether you accidentally skipped one or more companies. For this purpose, you can use ConnectWise Manage reports that allow you to display all existing companies together with the virtual servers or companies to which they are mapped.

Kaspersky Security Integration with ConnectWise Manage adds its own fields to the ConnectWise Manage configuration. You can use these fields in different custom reports. For example, using standard ConnectWise Manage functionality, you can select companies that are not integrated with Kaspersky Security Center or Kaspersky Business Hub—that is, the ConnectWise Manage companies that do not have a corresponding virtual server or company. Then, using filters, you can manually exclude from your selection the companies that do not use Kaspersky Lab security applications.

To view ConnectWise Manage companies that are not mapped to virtual servers or companies:

1. Log in to ConnectWise Manage with your credentials.
2. In ConnectWise Manage, create a report, using ConnectWise Report Writer. Your report must include the following fields:
   • ConnectWise Manage company name.
   • Corresponding virtual server / company name.

   Refer to ConnectWise Manage documentation for details on creating reports.

3. Filter your report data by the name of the virtual server or company.

   If the name of the virtual server or company is empty, the ConnectWise Manage company is not mapped to any virtual server or company.