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Continuum Integration Guide

NetHelpDesk can import Assets and Clients from your Continuum instance, along with keeping tickets and actions in sync between the two databases. To begin with, everything that is discovered from Continuum needs to be mapped to an entity in NetHelpDesk, with the aim that the sync can eventually be run via a scheduled task.

1. Pre-Requisites

In order to use this feature and for this guide to be relevant, the following criteria will need to be met:

  1. Your NetHelpDesk instance will need to be on version 11.67 or later. In order to check this you can go to N > Help > About NetHelpDesk, and to upgrade you can go to N > Help > Show Release Details.
  2. You will need to have a working instance of Continuum.
  3. You will need to get a token to allow NetHelpDesk to access Continuum. In Continuum, go to Admin > Integration > PSA Integration and configure an integrator. The call back method should be set to ‘GET’.

3. Setting up the Integration

3.1 Integration Settings

From the NetHelpDesk windows client go to N > Setup > Main Configuration, and select Integrations from the Configuration menu.

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From the Asset Management menu, click on Continuum.

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The Continuum settings screen will now be displayed.

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  1. Enable Integration– Enable or disable the integration.
  2. Continuum URL – This should be the URL specified in the box above and also here: https://services.itsupport247.net/ticketing/1.0/TicketService.svc/soap
  3. User– This is the integrator user specified within Continuum.
  4. Password – This is the integrator user’s password specified in Continuum.
  5. Token- This is the token given by Continuum when enabling the PSA integration. Please see pre-requisites for details on how to obtain this.
  6. Top level- This specifies the top level at which you would like new customers to be created when importing from Continuum.
  7. Ticket Type Default- This is the default ticket type for tickets created in NetHelpDesk from Continuum.
  8. Category- The chosen category will be used for all categories imported from Continuum.
  9. Asset Group Default- This is the default asset group where assets are created.
  10. Run Sync- This button takes you to the synchronisation screen.

3.2 Creating Mappings

Selecting to run a sync with continuum takes you to the following sync screen:

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From this screen you can sync Sites, Ticket Types, Categories, Statuses, Tickets (from Continuum), Priorities and Devices. Basic Authentication should remain unchecked.

To being creating mappings, choose one of the sync options (except tickets and devices, these should be synced last). After some text appears in the box, you will be presented with a mapping screen.

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Using statuses as an example, if a status is found with an identical name in both databases, NetHelpDesk will automatically choose to map the Continuum status to that status in NetHelpDesk. Double clicking on any of the statuses on the left-hand side allows you to choose which status to map the continuum status too.

Once mapped, on the next sync, you will not be required to create another mapping. You should run a sync using each button until everything is mapped between the NetHelpDesk and Continuum databases.

If you make any mistakes with your mappings, you can remove these using the delete mappings option. Please be aware that this deletes ALL mappings and you will need to recreate every mapping after this.

3.3 Running on a Schedule

Once all entities from Continuum have been mapped to NetHelpDesk, you can create a scheduled task to maintain a continuous sync between NetHelpDesk and Continuum. You should create a scheduled task with the following parameters:

Action: Start a program.

Program/Script: Path to the nethdclient executable, for example, “C:\NetHelpDesk\Win\nethdclient.exe”.

Arguments: NetHelpDesk UDL followed by ‘CONTINUUM’, for example, “C:\NetHelpDesk\NetHelpDesk.udl CONTINUUM”.

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