Document Version -1.3 -26/08/2014

Cyberoam Central Console and

ConnectWise PSA Integration Guide

Important Notice Cyberoam Technologies Pvt. Ltd. has supplied this Information believing it to be accurate and reliable at the time of printing, but is presented without warranty of any kind, expressed or implied. Users must take full responsibility for their application of any products. Cyberoam Technologies Pvt. Ltd. assumes no responsibility for any errors that may appear in this document. Cyberoam Technologies Pvt. Ltd. reserves the right, without notice to make changes in product design or specifications. Information is subject to change without notice.

USER’S LICENSE Use of this product and document is subject to acceptance of the terms and conditions of Cyberoam End User License Agreement (EULA) and Warranty Policy for Cyberoam UTM Appliances. You will find the copy of the EULA at http://www.cyberoam.com/documents/EULA.html and the Warranty Policy for Cyberoam UTM Appliances at http://kb.cyberoam.com/default.asp?id=487&SID=&Lang=1.

RESTRICTED RIGHTS Copyright 1999 – 2014 Cyberoam Technologies Private Ltd. All rights reserved. Cyberoam, Cyberoam logo are trademark of Cyberoam Technologies Pvt. Ltd.

Corporate Headquarters Cyberoam House, Saigulshan Complex, Opp. Sanskruti, Beside White House, Panchwati Cross Road, Ahmedabad - 380006, GUJARAT, INDIA. Tel: +91-79-66216666 Fax: +91-79-26407640 Web site: www.cyberoam.com

Contents

Contents .......................................................................................................................... 3

About this Guide ............................................................................................................ 4

Guide Organization ..................................................................................................................... 4

Typographic Conventions ......................................................................................................... 5

Introduction .................................................................................................................... 5

Overview ...................................................................................................................................... 5

Notation conventions ............................................................................................................... 5

Technical Support ...................................................................................................................... 6

Introduction .................................................................................................................... 7

CCC Integration with ConnectWise PSA ...................................................................... 9

Customize Alert Profile in CCC ............................................................................................. 10 Login to ConnectWise PSA ................................................................................................... 11 Create Integrator Account ..................................................................................................... 12 Create Flowgear Account ...................................................................................................... 14 Flowgear [Setup] Configuration Type .................................................................................... 14 Adding Products to ConnectWise PSA ................................................................................. 18 Integrate Managed Devices .................................................................................................. 20 Add Company to ConnectWise PSA ..................................................................................... 23 Enable Create/Update Configurations from Flowgear .......................................................... 25 Enable Service Ticket Creation from Flowgear ..................................................................... 26

Alerts and Service Tickets ........................................................................................... 30

About this Guide

This guide provides information regarding integration of Cyberoam Cyberoam Central Console with ConnectWise PSA using Flow Gear Integration Platform.

Guide Organization

The organization of this guide is structured into the three parts.

Part I – Introduction

This part gives overview of Cyberoam Central Console (CCC) and ConnectWise PSA. This part also covers requirement and benefits of integrating CCC with ConnectWise.

Part II – CCC Integration with ConnectWise

This part covers configuration steps at CCC, ConnectWise PSA and Flowgear to integrate CCC with ConnectWise PSA.

Part III – Alerts and Service Tickets

This part demonstrates creation and management of service tickets generated in ConnectWise PSA.

Typographic Conventions

All contents in this guide including text or screenshots follow the given list of conventions.

Item Convention Example

User The end user

Username Username uniquely identifies the user of the system

Part titles Bold and

shaded font

typefaces Introduction

Topic titles Shaded font

typefaces Overview

Subtitles Bold & Black

typefaces Notation conventions

Navigation link Bold typeface Management Console > Appliance

Monitoring > Alerts it means, to open the required

page click Management Console then Appliance Monitoring

and Alerts.

Name of a

particular

parameter /

field / command

button text

Lowercase

italic type

Enter policy name, replace policy name with the specific

name of a policy

Or

Click Name to select where Name denotes command button

text which is to be clicked

Cross

references

Hyperlink in

different color

Refer to Customizing User database Clicking on the link will

open the particular topic

Notes & points

to remember

Bold typeface

between the

black borders

Note

Prerequisites Bold typefaces

between the

black borders

Prerequisite Prerequisite details

Technical Support

You may direct all questions, comments, or requests concerning the software you purchased, your registration status, or similar issues to Customer care/service department at the following address:

Corporate Office:

Cyberoam House,

Saigulshan Complex, Opp. Sanskruti,

Beside White House, Panchwati Cross Road,

Ahmedabad - 380006, GUJARAT, INDIA.

Tel: +91-79-66216666

Fax: +91-79-26407640

Web site: www.cyberoam.com

Cyberoam contact:

Technical support (Corporate Office): +91-79-66065777

Email: support@cyberoam.com

Web site: www.cyberoam.com

Visit www.cyberoam.com for the regional and latest contact information.

Introduction

Cyberoam Network Security Appliances which include Unified Threat Management and Next-Generation Firewalls offer comprehensive security to organizations, ranging from large enterprises to small and branch offices. Multiple security features like Firewall, IPS, VPN, Anti-Virus, Anti-Spam, Web and Application Filtering and Multi-Link Management are integrated over a single, Layer 8 Identity-based platform making security simple, yet highly effective. Multiple, distributed Cyberoam Appliances can be centrally managed by using Cyberoam Central Console (CCC). CCC provides easy management of distributed Cyberoam Appliances for MSSPs and large enterprises.

ConnectWise is a leading Professional Services Automation (PSA) solution designed for IT solution providers, Managed Security Service Providers (MSSPs), technology consultants, integrators and developers. ConnectWise fully integrates with the varied tools used in an organization for network security, CRM, sales, help desk tickets, projects, managed services, SLAs, dispatching, time and expenses. This allows central management of all tools from a single interface.

Cyberoam Central Console’s integration with ConnectWise PSA using Flowgear middleware

Note

Throughout the document, the term "Management Appliance" refers to "Cyberoam Central Console" and "Managed Appliance" refers to "Cyberoam Security Appliances".

Cyberoam can be integrated with ConnectWise PSA with the help of Flowgear middleware. Flowgear is an integration, orchestration and automation platform which facilitates seamless communication between Cyberoam and ConnectWise PSA by leveraging the Application Programming Interface (API) of CCC.

The integration between CCC and ConnectWise PSA enables automatic Ticket Generation for all managed appliances and management appliance alerts at ConnectWise PSA dashboard level, as shown in the diagram below.

Below table gives glimpse of alerts generated for managed appliances and management appliance.

Alerts for Managed Appliances Alerts for Management Appliance

Threat-count for Web and IPS threats, Mail threats, Total Virus and Spam Mail counts and Unhealthy Web surfing.

Capacity utilization notifications for CPU, Disk and Memory usage.

Reminders for Security Subscriptions renewal/expiry

Appliance management and status change notifications for Appliance Connectivity with CCC, Internet Link, VPN connection and HA failover state

Changes in configuration.

Failed Firmware push

Failed Compatibility Acquisition

Failed Signature Upgrades

Failed Back-up

CCC Integration with

ConnectWise PSA

Pre-requisite ConnectWise PSA is running on v.2012 or higher version. Cyberoam Central Console (CCC) is running on CCC v02.02.2 build 105 or higher version.

This section covers step-by-step procedure to configure your ConnectWise PSA to receive alerts from Cyberoam Central Console.

This section is divided into the following sub-sections.

Customize Alert Profile in CCC

Login to ConnectWise PSA

Create Integrator Account

Create Flowgear Account

Flowgear [Setup] Configuration Type

Add Product to ConnectWise PSA

Integrate Managed Devices

Add Company to ConnectWise PSA

Enable Creation and Updation of Configurations from Flowgear

Enable Service Ticket Creation from Flowgear

Customize Alert Profile in CCC

Login to CCC Web Admin Console with your Admin user credentials.

Go to Management Console > Appliance Monitoring > Alerts > Profile. By default, CCC has one alert profile, named as DefaultAlertProfile.

Please make sure that all appliances and alert criteria are part of this default alert profile.

Alerts will not be sent for the appliances which are not part of this default alert profile.

Screen – Alert Profile

Login to ConnectWise PSA

Open your ConnectWise client and specify

Company – Company ID. ConnectWise identifies your company with the help of this ID

User Name and Password – Credentials to access ConnectWise PSA

Click Login to login into ConnectWise PSA.

Screen – ConnectWise Login

Note

Please visit http://www.connectwise.com/install to download ConnectWise PSA Internet client.

Create Integrator Account

Go to Setup > Setup Tables and select ‘General’ from the Category drop down.

Click Integrator Login to configure integrator access to appliances. Integrator login is used to send alert data from Cyberoam Central Console to ConnectWise PSA using Flowgear middleware.

Screen – Setup Tables – Integrator Login

Search existing integrator user or click icon to create a new integrator user.

Screen – Integrator Login List

Specify Username and Password for the Integrator. Select Access Level as ‘All Records’.

Enable following APIs.

Service Ticket API

Company API

Reporting API

Configuration API

Please take note of integrator Username and Password, this information is required at the time of Flowgear [Setup] Configuration Type.

Screen – Add Integrator User

Note If you have a custom Service Board, select the same as the Service Board.

Click icon to save the Integrator user configuration and close the page.

Create Flowgear Account

Use ConnectWise-Cyberoam Pre-built Accelerator at www.flowgear.net/pre-built/cyberoam to create a Flowgear account by providing essential information.

Flowgear [Setup] Configuration Type

Login to https://my.flowgear.net with your Flowgear user credentials.

After successful login, go to Workflows > Group and select the relevant group.

Click workflow named as [Setup] Configuration Type.

Screen – Select Workflow

Click icon to configure ConnectWise configuration type.

Screen – Configure ConnectWise Configuration Type

Specify IP address, Username and Password of Cyberoam Central Console. Specify Integrator

account credentials created in Create Integrator Account in ConnectWise PSA. Click icon to save the configuration.

Screen – Create ConnectWise Configuration Type

Click icon to start ConnectWise Configuration Type Setup.

Screen – Start ConnectWise Configuration Type Setup

After the successful completion of the ConnectWise Configuration Type Setup, following screen will be displayed.

Screen – ConnectWise Configuration Type Setup Completed

8. To verify the Integration, refer article – How do I verify the Integration of CCC and ConnectWise PSA?.

Add Products to ConnectWise PSA

Add Managed Appliances (Cyberoam Security Appliances)

To receive alerts from the managed Cyberoam appliances, the product information must be added in the ConnectWise PSA. You can add new products or edit existing products.

1. Login to ConnectWise PSA and go to Setup > Products > Product Item.

2. Define a new product by clicking icon. You can also Search existing product and edit product information.

Specify Product information which includes Product ID ( It is recommended to use Product Model Name for ‘Product ID’ to add product-specific parameters as Unit Price/Cost etc.) as indicated in the image below (This information will be used for Managed Device Integration).

Specify other details based on your requirements. Click Save and Close icon to complete.

Screen – Add a Cyberoam UTM Product

3. Go to Setup > Setup Tables and select ‘Agreement’ from the Category drop down. Click Agreement Type to configure agreement type.

Screen – Agreement Type

4. Click icon to create a new Agreement Type. Skip this step in case you have an existing Agreement Type for Cyberoam UTM Product.

5. Specify Agreement description (Agreement Type will be used for Managed Device Integration)

Screen – Create Agreement Type for Cyberoam UTM

Add Management Appliance (CCC)

To receive alerts from Cyberoam Central Console, add the CCC appliance as product in ConnectWise. Refer steps 1 through 6 (Add Managed Products) to add product information and Agreement Type for CCC Appliance.

Integrate Managed Devices

Go to Setup > Setup Tables and select ‘Company’ from the Category drop down. Click Managed Devices Integration to configure integration of managed devices.

Screen – Managed Device Integration

Click icon to create a new managed device integration.

Specify Name and Solution of the managed device. Enable ‘Match on Serial Number’ in Default

Agreements section as shown. Click icon to configure Managed Device Integration settings.

Screen – Add Managed Device Integration for Cyberoam UTM

3. Click Cross - References tab and select New Item to add cross reference.

Screen – Add Cross-References for Cyberoam UTM

4. Specify Type of the Cross-Reference. Select Agreement Type, Product (specified in step 5 and 2 of Add Managed Appliances respectively) and Configuration Type from the drop down as shown.

Screen – Cross-References for Cyberoam UTM

Add Company to ConnectWise PSA

Go to Contacts > Company and click icon to create a new company. You can also search and edit existing company details.

Screen – Search Company

Specify company information as per the requirement. It is mandatory to specify Company name and ID.

Screen – Add Company

Note

The Company Status should be Active for Company Integration. ConnectWise will not create tickets for Companies that are not Active. If the company status is not active or ‘not-Approved’, click View Finance

Screen icon and select the status as ‘Active’ under Company Account Info. Click Save to complete.

Click icon to save Company details.

Click Management tab followed by icon to add Management Solution to the company. Select solution from drop-down and specify appliance key in Managed ID field.

Screen – Add Management Solution

5. Click icon to complete.

Enable Create/Update Configurations from Flowgear

Login to https://my.flowgear.net and go to Workflows > Group and select the relevant group.

Click workflow named as Create/Update Configurations. Click icon to enable Always On mode. In Always On mode, CCC will be checked for new appliances or changes in existing appliances in every 6 hours.

Please note that if you choose to enable Always On mode, Flowgear will not check for new appliances or change in configuration immediately. Thus, it is a good idea to run the check on-demand for the first time.

Screen – Enable Automatic Create/Update of Appliance Configurations

Enable Service Ticket Creation from Flowgear

Go to Workflows > Group and select the relevant group.

Click workflow named Create Ticket for Alert Profile. Click icon to enable Always On mode. In Always On mode, CCC will be checked for new alerts in every 15 minutes.

Please note that if you choose to enable Always On mode, Flowgear will not check for new alerts immediately. Thus, it is a good idea to run the check on-demand for the first time.

Screen – Enable Automatic Ticket Creation for Alert Profile

Click workflow named as Create Ticket from Management Console. Click icon to enable Always On mode. In Always On mode, CCC will be checked for new alerts in every 15 minutes.

Please note that if you choose to enable Always On mode, Flowgear will not check for new alerts immediately. Thus, it is a good idea to run the check on-demand for the first time.

Screen – Enable Automatic Ticket Creation for Management Console Events

Click workflow named as Create Ticket from Policy Configuration Events. Click icon to enable Always On mode. In Always On mode, CCC will be checked for new alerts in every 15 minutes.

Please note that if you choose to enable Always On mode, Flowgear will not check for new alerts immediately. Thus, it is a good idea to run the check on-demand for the first time.

Screen – Enable Automatic Ticket Creation for Policy Configuration Events

Click workflow named as Create Ticket from System Events. Click icon to enable Always On mode. In Always On mode, CCC will be checked for new alerts in every 15 minutes.

Please note that if you choose to enable Always On mode, Flowgear will not check for new alerts immediately. Thus, it is a good idea to run the check on-demand for the first time.

Screen – Enable Automatic Ticket Creation for System Events

Alerts and Service Tickets

Note CCC generates alerts based on the configured alert profile, as shown in the image below.

Screen – Alerts in CCC

Logon to ConnectWise PSA and either go to Company > Configuration tab or Contacts >

Configuration search to view configurations in ConnectWise.

Flowgear captures the configuration information from CCC and store it into ConnectWise PSA for information purpose. The administrator does not need to create configurations manually.

Screen – Configuration Details Captured by Flowgear

Once the integration of CCC and ConnectWise PSA using Flowgear is completed, you can view and manage service tickets generated in ConnectWise.

Go to Service Desk > Service Board and search the Company to view service tickets for the specified Company.

Screen – ConnectWise Service Board

Click a service ticket to view detail of the ticket.

Screen – Service Ticket Details

Service Tickets in ConnectWise are automatically closed when the causing issue is resolved in CCC.

Screen – Auto Closed Service Ticket