IT Glue Integration

About the integration

IT Glue™ is a SOC 2-compliant IT documentation platform that places mission-critical information at your fingertips, improving team efficiency and consistency. The IT Glue Integration in Datto RMM provides technicians and operations managers seamless access to IT Glue data for a variety of tasks, including troubleshooting an incident or working on a project, directly in the Datto RMM interface.

Refer to IT Glue in Third-party integrations to learn about the fundamentals of the integration. The built-in version of the integration described in this topic offers additional features. Highlights include the following:

  • When remote controlling a device, one-click access to IT Glue passwords allows for seamless connection and authentication.
  • When troubleshooting issues on a device, one-click access to IT Glue documentation facilitates quick and efficient resolutions.
  • The ability to open a device directly in Datto RMM from IT Glue saves time and clicks.
  • The ability to insert IT Glue usernames and passwords into a Web Remote session eliminates the need to navigate elsewhere to retrieve information. Refer to IT Glue passwords in Web Remote.

IT Glue pane in Datto RMM

Once the integration is fully enabled, you can open a pane that contains IT Glue data for selected Datto RMM devices and sites on the device summary page and Single Alert View page.

Refer to IT Glue in Device summary and IT Glue in Single Alert View.

The following tabs are available in the pane:

Tab Description
Passwords
This tab lists passwords specific to the selected IT Glue configuration/Datto RMM device (Device Passwords) and specific to the IT Glue organization/Datto RMM site the device belongs to ([Site name] Passwords).

For information about password creation and management in IT Glue, refer to Passwords in the IT Glue documentation.

The following options are available:

  • Click the name of a password to open the password details in IT Glue.
  • In the Search Passwords bar, enter and search for the name of a specific password or set of passwords. The results apply to both device passwords and organization passwords and are narrowed as you type.
  • Click the Copy Username icon to copy the email address or name associated with the password to your clipboard.
  • Click the Copy Password icon to copy the password to your clipboard. For one-time passwords (OTPs) and vaulted passwords, refer to the subsequent special instructions (One-time passwords (OTPs) and Vaulted passwords).
  • NOTE  Passwords are retrieved on demand rather than stored in Datto RMM.

One-time passwords (OTPs)

For information about OTPs, refer to Generating One-Time Passwords (OTP) in the IT Glue documentation.

To copy IT Glue OTPs, complete the following steps:

  1. Click the One-time use password icon.
  2. An OTP will be automatically generated. Every 30 seconds, the OTP will expire, and a new one will be generated as long as the pane remains open.
  3. Click the Copy One-time Password icon next to the current OTP to copy it to your clipboard.

Vaulted passwords

BEFORE YOU BEGIN  Once Vault is enabled for an IT Glue account, an administrator must grant access to individual users.

For information about enabling Vault, creating passphrases, user access management, and vaulted passwords, refer to The Vault in the IT Glue documentation.

To copy passwords stored in the IT Glue Vault, complete the following steps:

  1. Click the Copy Password from Vault icon.

  2. NOTE  The Copy Password from Vault icon is the same as the Copy Password icon. Hover over the key-shaped icon to see the text description and determine the password type.

    Upon selecting to copy a vaulted password, the Vaulted Password decryption dialog box opens.

  3. In the Passphrase field, enter your Vault passphrase.

  4. NOTE  Your Vault email address is automatically detected.

  5. Click Copy Password to Clipboard. If the IT Glue API determines the passphrase is correct, the password will be decrypted and copied to your clipboard.
  6. NOTE  This action will be logged in the Activity Log. Refer to Activity Log.

Documentation

This tab contains existing notes, documents, and related items from IT Glue. The following options are available:
  • In the Search Documents bar, enter and search for IT Glue documents from any organization. The results are narrowed as you type. Click a document link to open the document in IT Glue.
  • Configuration Notes: Notes saved in the Configuration Information section in IT Glue will appear here. If no notes for the configuration/device exist in IT Glue, this section is not displayed.
  • Attachments: Any attachments uploaded to IT Glue for the configuration/device will be listed. Click an attachment link to download the file to the device you are using.
  • Related Items: Any related items added to IT Glue for the configuration/device will be listed. Click a related item link to open the corresponding page in IT Glue.
Organization

This tab includes links to details about the selected IT Glue organization/Datto RMM site. Click a link to open the corresponding page for the organization in IT Glue.

Notes saved in the Quick Notes section on the organization page in IT Glue will appear in a Quick Notes section in this tab, including any custom formatting. If no quick notes for the organization exist in IT Glue, this section is not displayed.

NOTE  If the Store in vault check box is selected in the Quick Notes section in IT Glue, the Quick Notes section in this tab will show the following text: This Quick Note is encrypted in the Vault and cannot be shown.

The tab selection will persist the next time the pane is accessed.

Action buttons

The action buttons in each tab of the IT Glue pane open corresponding pages in IT Glue, as described in the following table:

Button Tab/Description IT Glue page
Go to IT Glue If the selected device is not matched as part of the integration sync, each tab of the IT Glue pane will display Configuration not found. You can click the Go to IT Glue button to open IT Glue from Datto RMM and complete the matching. Refer to Sync Datto RMM data to IT Glue.
Home page (Dashboard section)
Open Passwords Passwords Passwords page for the selected organization
Open Documentation Documentation Documents page for the selected organization
Open Organization Organization Home page for the selected organization
Open Configuration Each tab displays this button along with one of the three preceding tab-specific buttons. Selected configuration page

IT Glue for Web Remote

Refer to IT Glue passwords in Web Remote.

How to...