IT Glue Integration

SECURITY  To enable the integration, refer to Setup > Integrations in Permissions. Users with any security level can access the IT Glue pane. Refer to IT Glue pane in Datto RMM.
The security permissions configured for a user in IT Glue will apply in Datto RMM.

NAVIGATION  Setup > Integrations > IT Glue

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.

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.

Before integrating these three tools simultaneously, it's important to understand which tools have authoritative data and where. This concept should drive decision-making when it comes to defining your provisioning processes.

The data from Datto RMM is authoritative within Datto RMM. When Datto RMM records are mapped to Autotask, Datto RMM is authoritative on those records within Autotask. Review Autotask Integration for more details about the data that syncs from Datto RMM to Autotask. When Autotask records are mapped to IT Glue, Autotask is authoritative on those records within IT Glue. In the IT Glue documentation, refer to the list of data synced from Autotask to IT Glue.

As a result, data from Datto RMM travels via the integration to a mapped configuration item within Autotask and then travels via the integration to a mapped configuration asset within IT Glue. IT Glue views Autotask as authoritative on the configuration asset, while Datto RMM data is connected in a sequence (daisy chain).

None of the data synced from Datto RMM to IT Glue is authoritative when following the best practices described, so Kaseya strongly recommends the integration from Datto RMM to IT Glue is turned on last. In the IT Glue documentation, refer to the list of data synced from Datto RMM to IT Glue.

In summary, it is recommended that Datto RMM is integrated with Autotask first, followed by integrating Autotask with IT Glue, then integrating Datto RMM with IT Glue, to avoid issues with syncing device records.

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.
  2. 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.

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

    3. NOTE  Your Vault email address is automatically detected.

  3. 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.

    4. 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...

BEFORE YOU BEGIN  This first step requires you to generate API credentials from Datto RMM. Refer to Datto RMM API.

In IT Glue, complete the following steps for initial setup:

  1. Log in to your IT Glue account.
  2. Navigate to Account > Integrations.
  3. In the upper-right corner of the Active Integrations page, click the New button.
  4. Click the Datto RMM tile.
  5. In the Platform menu, select the platform of your Datto RMM account.

    6. NOTE  In Datto RMM, if API access is enabled for the account and API keys have been generated on an individual user page, the API section on the individual user page shows the API URL. This URL contains the name of the platform associated with the Datto RMM account.

  6. In the API Key and API Secret Key fields, enter the API values copied from Datto RMM. To retrieve these values, API access must be enabled for the account on the Global Settings page. Refer to Enable API Access in Global Settings. Once enabled, API keys can be generated per user on any individual user page. Refer to API in Users.
  7. Click Connect.
  8. Choose if you want to match by Autotask companies or Datto RMM sites. Select the Autotask Companies option only if you are using Autotask as your PSA. Otherwise, select the Sites option.

If IP Access Control in your instance of IT Glue is restricted to certain IP addresses, you must add the outbound IP address for your Datto RMM platform to successfully activate the integration. Complete the following steps:

  1. Log in to your IT Glue account.
  2. Navigate to Account > Settings > IP Access Control.
  3. If Allow specific IP addresses is selected, add the outbound IP address for your Datto RMM platform. Refer to IP addresses per platform (Outbound).

    4. NOTE  Be sure to add all other necessary IP addresses. The IT Glue feature in Web Remote will not work if accessed from an IP address not included in this allowlist.

  4. Click Save.


BEFORE YOU BEGIN  You must enable the integration within your IT Glue account before completing the setup in Datto RMM. Refer to Enable the integration in IT Glue.

IMPORTANT  The IT Glue Integration is authenticated on a per-user basis. The security permissions configured for a user in IT Glue will apply in Datto RMM.

To finish the integration setup, complete the following steps in Datto RMM:

  1. Navigate to Setup > Integrations > IT Glue.
  2. In the API Details card, click Turn On.
  3. In the Subdomain field, enter the full URL for your instance of IT Glue.

    4. NOTE  Within your IT Glue account, this URL is listed as the IT Glue Web Address in the Account tab.

  4. Select the data center region associated with your IT Glue account.
  5. Click Save and check now.

  6. You will be redirected to IT Glue to log in to your platform, if not already. Click Authenticate.
  7. Upon successful connection, the authentication button will be disabled and will display Saved and authenticated. As long as the integration is not turned off, the Subdomain and Region values will be saved and the integration will remain connected per user account.

NOTE  If the integration is turned on in Datto RMM but not yet successfully enabled, the IT Glue pane will display Configuration not found. Refer to IT Glue pane in Datto RMM. You can click the Go to IT Glue button to open IT Glue from Datto RMM and complete the integration setup.

  1. In IT Glue, navigate to Account > Integrations.
  2. For the Datto RMM account you wish to sync, click Actions > Start Manual Sync. You will see a message indicating a sync is scheduled and will begin shortly.

When the sync is complete, the Status column changes from Syncing... to OK.

To view sync history for any account, click Actions > Logs.

IT Glue discovers organizations (Datto RMM sites) and configurations (Datto RMM devices) and attempts to match them to data in your account. You have the option to manually match any data that isn't matched automatically.

NOTE  Any device in Datto RMM can be synced to IT Glue as a configuration. For more information on what types of configurations IT Glue natively supports, refer to Configurations in the IT Glue Help system.

Matching organizations (Datto RMM sites)

  1. In IT Glue, navigate to Account > Integrations.
  2. For the Datto RMM account you are syncing, click Actions > Matching.
  3. In the Unmatched tab, review the unmatched sites.
  4. For any unmatched sites, you can perform one of the following actions:
    • Match to a suggested IT Glue organization, if available in the Suggested Match column, by clicking Actions > Accept Suggested Match.
    • Search for and select an IT Glue organization to match to by entering its name in the Match To column.
    • Create a new IT Glue organization to match to by clicking Actions > Create Organization.

      • IMPORTANT  Before creating an organization from the matching screen, ensure that no corresponding organization already exists, otherwise a duplicate will be created.

    • Prevent items from counting as unmatched in subsequent syncs by clicking Actions > Ignore.

Once all organizations have been matched, the same process should be followed for any unmatched configurations, as described in the following section.

Matching configurations (Datto RMM devices)

  1. In IT Glue, navigate to Account > Integrations.
  2. For the Datto RMM account you are syncing, click Actions > Matching.
  3. Click the Matched tab.
  4. Navigate to any site that has unmatched devices. Click Actions > Match Devices.
  5. For any unmatched devices, you can match to a suggested IT Glue configuration by clicking Actions > Accept Suggested Match, search for and select an IT Glue configuration to match to by entering its name in the Match To column, create a new configuration to match to by clicking Actions > Create Configuration, or prevent items from counting as unmatched in subsequent syncs by clicking Actions > Ignore.

    6. IMPORTANT  Before you create configurations, you should first match any of the devices based on MAC addresses or serial number (for example, virtual servers). When you're done matching, you can create (in bulk or individually) any of the remaining devices from your Datto RMM account.

  6. Repeat the preceding steps for each site with unmatched devices.

NOTE  If any matches in the Matched tab are incorrect, you can click Actions > Change Match to select a different organization to match to.

If you disable the integration, all of the integration and authentication settings will be deleted. You can re-enable the integration at any time.

  1. In Datto RMM, navigate to Setup > Integrations > IT Glue.
  2. In the API Details card, click Turn Off.
  3. Click Confirm to execute the action or Cancel to close out of the dialog box.