NetHelpDesk integrates with MAXfocus in the following ways:
- Import of client and sites from MAXfocus into NetHelpDesk.
- Import of MAXfocus devices at sites and details of the devices using the MAXfocus Device ID number.
- Record of changes made to devices.
- Accept alert and recovery e-mails from MAXfocus.
- Create tickets and automatically close tickets from MAXfocus emails.
- Link the ticket to MAXfocus devices.
- Record a history of tickets against a MAXfocus device.
To get started, in NetHelpDesk, go to N > Setup > Main Configuration > Asset Management or N > Setup > Main Configuration > Integrations. Switch to blue to activate.
In your MAXfocus Remote Management dashboard:
A. Go to Settings > Alert Settings, and on the Alert Routing tab, edit the Alert Settings to refer to an e-mail address that is polled by NetHelpDesk.
B. On the same tab, tick the box Include Check IDs.
C. On the Server Alert Settings and/or Workstation Alert Settings tab, use the update check box to apply to existing devices, and decide what alerts will send e-mails to NetHelpDesk.
D. Generate the MAXfocus API Token, go to Settings > General Settings, and click Generate.
A. Go to N > Setup > Main Configuration > Asset Management > MaxFocus and enter the URL that is used to access the dashboard.
B. Specify the value of your company’s API key into the Extra MAXfocus Settings Field
C. Click the Import Now button to begin the import of Clients, Sites and Devices.
Follow the on screen instructions and choose how to map MAXfocus Clients and Sites to NetHelpDesk ones.
If you are using the default MAXfocus settings, then the alerts from MAXfocus should be recognised by NetHelpDesk.
If you are not using the default MAXfocus settings, then you may need to edit the MAXfocus device matching e-mail string.
More advanced settings can be found in NetHelpDesk in N > Setup > Main configuration > Email > E-mail Rules. MAXfocus e-mails are matched to this e-mail rule, and a ticket is either created or updated, as required.
The e-mails from MAXfocus have the following default format, and so the Device ID is matched to the above settings for Device ID 354710.
If the outage ‘recovers’ itself, and returns to a normal status, a recovery alert is sent by MAXfocus containing the string has recovered. This term can then be isolated for reporting purposes.
If the NetHelpDesk ticket that was created by the original outage alert remains unassigned, then the ticket will be closed automatically, when it receives this recovery alert.
You can test this functionality by:
i) Turning off a Windows Service that is being monitored by MAXfocus.
ii) Re-running the MAXfocus checks using the workstation agent.
iii) Once the alert has been received by NetHelpDesk, turn the service back on.
iv) Re-run the MAXfocus checks.
v) Ensure that the ticket has been automatically closed.
In the NetHelpDesk ticket, the Primary Asset will be the Asset from which the Alert has been generated.
This basic setup can be adjusted to use different ticket types for different alerts, and to log tickets against a specific user or site, as required.
Some Alerts that are sent from MAXfocus are not sent with the unique ids in the email headers which makes it more difficult to match against an Asset/Device in NetHelpDesk. In these cases the system will find the next word after “DEVICE” in your MAXfocus email and try to match this to an Asset/Device in NetHelpDesk.
To ensure that a ticket is logged for each separate alert type that MAXfocus sends you may want to set up ‘Alert Types’ in NetHelpDesk. To do this you will need to go to N > Setup > Main Configuration > Advanced Settings > Lookup Codes > GFIMax Alert Types , here you can add additional types that will be matched against the subject of the incoming email alert and will stop multiple alert types being logged to one ticket.
Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.