Using Microsoft® Windows® Intune™ with ConnectWise

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Using Windows Intune™ with ConnectWise

A Guide for Managed Services Providers



White Paper



Microsoft Corporation

2011

Using
Windows Intune with ConnectWise


©201
1

Microsoft Corporation. All rights reserved.

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2




Legal Notice

The information contained in this document represents the current view of Microsoft Corporation on the
issues
discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should
not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of
any information presented

after the date of publication.


This White Paper is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR
STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT.


Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under
copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or
transmitted in any form or by any m
eans (electronic, mechanical, photocopying, recording, or otherwise), or for
any purpose, without the express written permission of Microsoft Corporation.


Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual prop
erty rights
covering subject matter in this document. Except as expressly provided in any written license agreement from
Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights,
or other intellectua
l property.


© 2011 Microsoft Corporation. All rights reserved.

Microsoft and product names identified in this document are either registered trademarks or trademarks of
Microsoft Corporation in the U.S.A. and/or other countries. The names of actual compan
ies and products mentioned
herein may be the trademarks of their respective owners.

Using
Windows Intune with ConnectWise


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Microsoft Corporation. All rights reserved.

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3


Contents

Document Overview
................................
................................
................................
................................
.......................

4

What Is Microsoft Windows Intune ?

................................
................................
................................
......................

4

What is ConnectWise?

................................
................................
................................
................................
...................

4

How Do W
indows Intune and ConnectWise Work Together?

................................
................................
.......

5

Prerequisites

................................
................................
................................
................................
................................
......

6

Configuring Windows Intune to Work with ConnectWise

................................
................................
..............

6

Configuration Ov
erview

................................
................................
................................
................................
...........

7

Step 1: Create an IMAP Enabled Mailbox with a Mail Provider

................................
................................

7

Step 2: Add an Exchange Public Folder to the Exchange Robot Configuration

................................
.

7

Step 3: Add an IMAP Enab
led Mailbox to the ConnectWise Email Connector Setup Table

..........

8

Step 4: Define Parsing Rules

................................
................................
................................
................................

10

Step 5: Add IMAP Enabled Mailbox Email Address as Valid Windows Intune Recipient

.............

12

Step 6: Associate Recipients to Windows Intune Alert Types

................................
................................
.

14

Summary and Company Differentiation

................................
................................
................................
.........

16


Using
Windows Intune with ConnectWise


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Document Overview

This document show
s

how Managed Services Providers (MSPs) can use Windows Intune


in
conjunction with a professional services automation (PSA) tool such as ConnectWise to create a
seamless and efficient workflow.

As the
information services (
IT
)

services industry has evolved
, many service providers have found
increased profitability and customer satisfaction by adopting a flat
-
rate services model,
popularly called
managed services.
Managed services are a packaged set of IT services offered
for a flat, predictable monthly fee.

The specific services
that

MSPs
offer
vary greatly
but

include
remote infrastructure monitoring, spam filtering, helpdesk,
client

and server management,
and
remote backup

functionality
. Each MSP has its own unique mix of service offerings, but
most

include remote infrastructure monitoring.

For a flat monthly fee, a robust remote infrastructure monitoring system benefits both the MSP
and the customer. The system provides the MSP with a predictable revenue stream, while the
customer benefits by having

a monitored IT infrastructure and service partner to help identify
and repair system issues proactively, before they become system interruptions.

Delivery of this flat
-
rate and proactively managed services offering depend
s

on a remote
management and monit
oring tool, such as Windows Intune. These services are further enhanced
when business processes are managed using a PSA tool, such as ConnectWise.

What Is Microsoft Windows Intune?

Windows Intune is the latest addition to the Microsoft
®

Online Services por
tfolio. The
o
ffering
combines the delivery of
client computer

m
anagement and
s
ecurity as a cloud service with an
upgrade license to
the
Windows
®

7 Enterprise
operating system
on the
client computer
, rolled
into a monthly subscription. Windows Intune cloud
service
s

deliver
management and security
capabilities through a single
w
eb
-
based console
.

The console
enabl
es

IT
personnel
to monitor,
manage, update, secure
,

and troubleshoot users’
computers

wherever they are located. A
connection to the corporate networ
k or
virtual private network

is no longer necessary. Windows
Intune also provides asset inventory capabilities.

What
I
s ConnectWise?

ConnectWise is a leading business management solution designed exclusively for IT solution
providers, MSPs, technology cons
ultants, integrators
,

and developers. ConnectWise helps MSPs
manage all aspects of their customer relationships from within a single, unified system,
combining sales force automation, customer

relationship management (CRM), service request
and ticket track
ing, contract and billing arrangement management, and extensive reporting.

ConnectWise is a software platform
that

automates the internal business processes for IT

pros

worldwide.
It

comb
ines

the
elements of a successful IT services business, including quo
ting,
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sales, project implementations, service delivery, billing, and comprehensive reporting, and
provides visibility and reporting on past performance as well as future projections.

How Do Windows Intune and ConnectWise Work Together?

ConnectWise and Wind
ows Intune are different, yet compl
e
mentary systems. Leveraged
correctly, they form an effective systems

backbone for established and emerging IT service
providers alike.

ConnectWise’s business process automation, coupled with Windows Intune systems
manage
ment automation, create
s

an integrated workflow that includes issue alerting (Windows
Intune), tracking and escalation of these issues (ConnectWise), remediation work to fix the
reported issues (Windows Intune), and billing for the work performed (ConnectW
ise).

When an anomalous event is detected in a customer’s Windows Intune

monitored environment,
an alert is generated in the Windows Intune management portal. A detailed email
message
can
be
sent
automatically to an address
that

the ConnectWise Email Conne
ctor

monitors
. The email
is converted to a ConnectWise
s
ervice
t
icket.

A technician (usually an employee of the IT
s
ervice
p
rovider) can log in

to Windows Intune to
remediate the alert situation and track the information from the ConnectWise
s
ervice
t
icket.

When

the issue has been satisfactorily resolved using Windows Intune, the technician marks the
ticket as complete within ConnectWise and clears the alert from the Windows Intune
administrator console

(see Figure

1)
.

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Microsoft Corporation. All rights reserved.

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Figure
1
.

Alert
f
low from Windows Intune to ConnectWise

Prerequisites

To complete the setup and processes detailed in this document, an MSP must have signed up
and activated the following services:



Windows Intune (http://manage.microsoft.com)



ConnectWise PSA
(http://www.connectwise.com)



ConnectWise Email Connector

Configuring Windows Intune to Work with ConnectWise

This section shows how Windows Intune can be configured to integrate with ConnectWise using
the ConnectWise Email Connector.

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Note:

These steps assu
me that the IT
s
ervice
p
rovider has a functional installation of
ConnectWise
,

including the ConnectWise Email Connector
,

and a functional installation
of an
Internet Message Access Protocol (
IMAP
)

enabled mail server. Initial installation of
ConnectWise, t
he ConnectWise Email Connector, or the IMAP
-
enabled mail server is
beyond the scope of this document. For information and support related to the initial
installation of ConnectWise or the ConnectWise Email Connector, the IT
s
ervice
p
rovider
must contact Co
nnectWise Support (
Help@ConnectWise.com
).

Configuration Overview

The ConnectWise Email Connector is an optional add
-
on tool for ConnectWise PSA. This tool is
installed on the ConnectWise server and works as a bri
dge between an IMAP
-
enabled mailbox
and the ConnectWise PSA Service Ticket module. To facilitate the automated creation of
ConnectWise service tickets from Windows Intune alerts,
create
a dedicated IMAP
-
enabled
mailbox for use exclusively as a receptacle f
or Windows Intune alerts.
Configure t
he
ConnectWise Email Connector to convert these alerts to service tickets on an appropriate
ConnectWise service board.

Create a

single, dedicated mailbox to serve as a catch
-
all configuration.
Then, create a

new
mailbox

for each customer
that

will use Windows Intune. Any Windows Intune alerts sent to the
catch
-
all IMAP
-
enabled mailbox will be converted to a ConnectWise service ticket for the
“Catchall” customer. Any Windows Intune alerts sent to a customer
-
specific mailb
ox will be
converted to a ConnectWise service ticket for the associated customer. This configuration allow
s

a service provider to use the catch
-
all address for any new Windows Intune accounts without
needing to immediately configure a mailbox, and then lat
er change that Windows Intune
account to use a new, customer
-
specific mailbox.

When setting up this workflow, the exact name of the mailbox must be entered correctly in the
ConnectWise Email Connector configuration as well as within the ConnectWise Setup tables. For
purposes of
this
example, the mailbox name within this document will

be
intune
-
alerts,

and it
will be created as the catch
-
all configuration. The service provider
can

choose to name the
public folder differently, but careful attention should be paid
to
ensure that the ConnectWise
Email Connector and the mailbox
have

the same name.

Step 1: Create an IMAP
-
e
nabled Mailbox with a Mail Provider

The ConnectWise Email Connector retrieve
s

email messages stored in an IMAP
-
enabled mailbox
and convert
s

each email message to a ConnectWise service ticket. At a minimum,
create
one

dedicated mailbox for use exclusively
by

Windows Intune monitoring alerts so that alerts do not
become mingled with customer
-
initiated service tickets. This first mailbox will be used as the
catch
-
all for any new Windows Intune accounts.

To begin, create
a new IMAP
-
enabled mailbox named
intune
-
alerts.

For step
-
by
-
step
instructions on creating
this

mailbox, visit the appropriate help page from your mail provider.

Step 2: Add the IMAP Mailbox to the Exchange Robot Configuration

When

the IMAP
-
enabled mailbox
has been created,
configure
the ConnectWise Email Robot to
poll this mailbox.

ConnectWise provides detailed and comprehensive setup instructions for the
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ConnectWise Email Connector.
To download t
hese instructions
,

go to
http://www.connectwise.com/University/Content/User_Documents/Implementation/Email
-
Connector
-
SetupOnPremise.doc
.

The ConnectWise Email Connector polls mailboxes based

on XML configuration files stored on
the server running the ConnectWise Email Connector.

To add a new mailbox
for

the
ConnectWise Email Connector

to poll
,
perform these steps:

1.

O
n the server running the ConnectWise Email Connector
,

go

to C:
\
Program
Files
\
C
onnectWise
\
email robot.

2.

Within that directory, copy the
config_TEMPLATE_DO_NOT_DELETE.xml

file
.

3.

N
am
e

the new file
config_intune
-
alerts.xml
.

4.

Edit the newly created
config_intune
-
alerts.xml

file, replacing the colored placeholders
shown in Figure

2
as
follows:


Figure

2
.

Email Connector config_TEMPLATE_DO_NOT_DELETE.xml



<EMAILSERVER>
:

The f
ully

qualified domain name

of the email server
(i.e.
,

webmail.contoso.com
)



<USERNAME>
:

T
he user

name for the mailbox
that

the email connector will be polling
(i.e.
,

intune
-
alerts@contoso.com
)



<PASSWORD>
:

T
he password for the mailbox
that

the email connector will be polling



<SETUPTABLENAME>:

T
he name of the mailbox
,

excluding the domain name
(
i.e.
,

intune
-
alerts
). This
name
must match the value entered as the
Exchange Folder
Name
.



<COMPANYID>:

T
he
c
ompany ID use
d

when log
ging

o
n to ConnectWise PSA
(i.e.
,

CON)

ConnectWise Email Connector polling is actuated when the exlog.bat file (located in C:
\
Program
Files
\
ConnectWise
\
email

robot) is launched.
For

this new mailbox
to be

polled, add a new line to
the exlog.bat file
, as shown in Figure

3.

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Figure

3. Ensuring that the new mailbox is polled

Step 3: Add an IMAP
-
e
nabled Mailbox to the ConnectWise Email Connector
Setup Table

After

the Email Connector has been configured, ConnectWise PSA
must

be configured so that
incoming service tickets are routed correctly.
To do so, perform these steps:

1.

From within the ConnectWise interface, click
Setup
. Click
Setup

Tables

Email Connector
,
and
then
create a new entry.

2.

Within the Email Connector Setup Table (see
Figure

4
), enter the IMAP
-
enabled mailbox
name in the
Exchange Folder Name

field.


Figure

4.

ConnectWise Setup Table for
the
Email Connector

3.

In the
Email Options

field, complete the following fields:

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Email From:

Enter the email address associated with the IMAP
-
enabled mailbox in
Step
1: Create an IMAP
-
e
nabled Mailbox with a Mail Provider

on page 7
.



Send Errors To:

Enter the email address of a person or distribution list that should
receive notifications if the Email Connector genera
tes an error.



Select the
Never Respond to Email Sender

check box.

4.

In the
New Service Ticket Options

field, click the appropriate choice in the drop
-
down list
s
:



Board
:

Select the service board on which Windows Intune alerts should be created.



Default
Company
:

Click
Catchall

for the account.
If your company uses a different
company as a generic or catch
-
all company, select that company here.



Default Member:

Click the person who will be responsible for all inbound Windows
Intune alerts.

5.

After

the Email Connector Setup Table is configured, click the
Floppy Disk

icon in the
upper
-
left corner of the pane to save the settings.

Step 4: Define Parsing Rules

By default, all
s
ervice
t
ickets generated from Windows Intune alerts
are

created with a
s
ource,
p
riority,
t
ype, and
s
tatus equal to the default settings for the Email Connector settings. So that
service tickets are created with values appropriate for the type of alert received from Windows
Intune,
specify E
mail
C
onnector parsing rules
:



To conf
igure
E
mail
C
onnector parsing rules, from the
Email Connector Setup Table

dialog box

(see
Error! Reference source not found.
) click
Define Parsing Rules
.



To create new parsing
rules,
specify
the format of the subject line:



From

the
Folder Parsing Type

list
, select
Custom
.



In the
Email Subject Line Parsing Rule
, enter
{
T
ask
N
ame}

(including the brackets)
.



To save these settings, click the
Save

icon at the top
-
left corner of the pane (the
Save

icon looks like a floppy disk)
.

After

the subject line format is specified, individual parsing rules can be specified for each
Windows Intune alert type. The four Windows Intune alert types are:



Information Alerts



Warning Alerts



Critical Alerts



Remote Assistance Requests

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For each alert type, create a new parsing rule

(see Figure

5)
:

1.

Click the
New Item

icon at the top of the parsing rules pane (the
New Item

icon looks like a
piece of paper and is located immediately to the left of the
Search

button)
.

2.

Enter a
priority
.

(
T
h
e priority

defines the order
in which

the parsing rules are applied; enter
1

for the first rules,
2

for the second, and so on. The order do
es not matter
.
)

3.

From

the
Parsing Variable

list
, select
{TaskName} / The name or description of the task
.

4.

In the
Text
T
o Search
F
or

field, enter
Information
,
Warning
,
Critical
, or
Remote

(to
determine which type of alert has been received)
.

5.

Select the appropriate
Service Priority
,
Service Status
, and
Service Type

for the alert type
received.

6.

Click the
Save

icon at the top of the parsing rules pane to save the newly added parsing
rule
.

(
T
he
Save

icon looks like a floppy disk
.
)

For example, Win
dows Intune Critical Alerts are more time
-
sensitive than Information Alerts.
Service
t
ickets created from Critical Alerts should be set to a higher priority than Information
Alerts. To configure this,
add
a parsing rule with
Text
T
o Search
F
or

set to
Critical

and
Service
Priority

set to an appropriate priority for Critical Alerts.

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Figure

5. Configuring alert types in
ConnectWise

Step 5: Add
an
IMAP
-
e
nabled Mailbox Email Address as
a
Valid Windows
Intune Recipient

You can configure Windows Intune to s
tore a single list of all email addresses
to which

you
want

to send alerts; this is the
Recipients

list.

To add email addresses to this list in Windows Intune
,

log

o
n the
Windows Intune a
dministrator console for your account
,

and navigate to the
Administra
tion

workspace
.

Click

Alerts and Notifications
,

and then click

Recipients
.

T
hen
,

add the email address associated with the IMAP
-
enabled mailbox previously created in
Step 1: Create an IMAP
-
e
nabled Mailbox with a Mail Provider

(
on page 7
) to the
Recipients

list
in Windows Intune. For example, in

Figure

6,
you can see the
intune
-
alerts@contoso.com
address added to the Litware customer’s Windows Intune system
.

Error! Reference source not found.

Figure

6. T
he intune
-
alerts@contoso.com address added to Litware
’s

Windows Intune system

In
Figure

7.

Adding an email recipient to the
Windows Intune Recipient
,
you can see the details
for the
intune
-
alerts@contoso.com

recipient address.

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Figure

7.

Adding an email recipient to the
Windows Intune Recipient
list

Step 6: Associate Recipients
with

Windows Intune Alert Types

After

a list of valid recip
ients
has been

defined within Windows Intune, any of these recipients
can be associated
with

one or more alert types. These associations are defined in Windows
Intune by
clicking

Administration
,

clicking

Alerts and Notifications
,

and then clicking

Notification Rules
.

Add the email address associated with the IMAP
-
enabled mailbox to the
All Alerts

notification
rule. For example, in
Figure

8.

Windows Intune Notification Rules

on page 15
,

you can see the
Windows Intune notification rules (including the
All Alerts

rule being used).

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Figure

8.

Windows Intune Notification Rules
l
ist

In
Figure

9.

Windows Intune
r
ecipient
n
otification

on page 16
, note

that
intune
-
alerts@contoso.com

is selected as a recipient for all Windows Intune alerts.

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Figure

9.

Windows Intune
r
ecipient
n
otification
s
election

Summary and Company Differentiation

These steps have detailed the process of creating a new IMAP
-
enabled mailbox and configuring
the Conn
ectWise Email Robot to poll this mailbox for Windows Intune alerts.
They also

detailed
how to configure Windows Intune to send all alerts to the email address associated
with

the
IMAP
-
enabled mailbox. All alerts
that

Windows Intune
creates
will now be sent

by

email to the
IMAP
-
enabled mailbox, where the ConnectWise Email Robot will parse the message. Each
parsed message will generate a new ConnectWise
s
ervice
t
icket for the Catchall
c
ompany.

When

this catch
-
all configuration is complete,
create
a new config
uration for each customer that
uses Windows Intune so that Windows Intune alerts are not all associated with the Catchall
c
ompany but are instead associated with the correct company for the alert.

To create a new configuration for any customer, repeat step
s

1 through 6 above, with the
following adjustments:

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The name of the IMAP
-
enabled mailbox should include the name of the customer. For
example, the mailbox intended to receive alerts for Litware might be called
intune
-
alerts
-
litware@contoso.com
.



In the
exlog.bat file (located in C:
\
Program Files
\
ConnectWise
\
email robot), change the
company name as appropriate.

Conclusion

In the end, you will have a unique IMAP
-
enabled mailbox, email address, ConnectWise Email
Robot configuration, and ConnectWise Setup Ta
ble entry for each
c
ompany supported that uses
Windows Intune. There will also be a generic, catch
-
all IMAP
-
enabled mailbox and related
configuration used for any additional companies that do not have a unique address created.