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Datto RMM Integration

Pre-Requisites

To use this integration, you must ensure that your NHServer application is version 13.05 or above.


General Configuration

To enable the Datto RMM integration in Halo, go to Configuration > Integrations, and enable the module by clicking the "+" sign. 


Once the module has been enabled, click the menu icon for the module to begin configuring it.


The first setup steps require you to input your API Url, API Key and API Key Secret that will need to be generated in Datto RMM. To generate these values, first navigate to Setup > Global Settings and set "Enable API Access" to ON.


Next, navigate to Setup > Users, and select the User that you would like to enable the API access for. Once selected, click the "Generate API Keys" hyperlink, and an API Key and API Key Secret will be generated. You will also find the API Url below this.


Once the values have been generated, revert back to the Datto RMM integration setup screen in your Halo application, and copy the values you have generated into the corresponding fields. 


Ensure that all clients you are matching have a Main site set. 



Alerting

Webhooks can be configured for alerting, refer to the last section of this guide for how to setup using webhook alerting. The following method using email rules is backwards compatible with the new method, although it is advised to disable the email notifications when using the webhook method. Syncing alerts using the Halo Integrator is not as efficient as alerting via webhooks (this is due to the integrator only pulling alerts through approximately every 15 minutes) When an alert is raised in Datto RMM, an email can be sent to a mailbox of your choice. By choosing a Mailbox which has been setup in Halo, these alert emails can be processed and turned into tickets.


The email that is sent from Datto RMM must have the Alert ID in the subject in the format of Alert{XXX} where XXX is the Alert ID in Datto RMM and is set by using [alertuid] when setting up the monitor.

(https://rmm.datto.com/help/en/Content/4WEBPORTAL/Monitor/CreateManageMonitor.htm#Create)


So an example would be Alert on device: [ipaddress], reason [alert] - Alert{[alertuid]}


To assist with processing these emails correctly, a From Address field and Default Ticket Type field are available in the Datto RMM integration setup screen in Halo.



The from address should be set to the email address that will be sending the alert emails from Datto RMM. You can then decide which ticket type new alerts are created as using the default ticket type option. 


Once the alert has been received by your Halo application, it will be logged as a ticket, and you can action this as you normally would. Once the ticket is closed in Halo, a request will be sent to Datto RMM to also close the alert in Datto RMM.


If you would like to further modify the behaviour of alerts when they are received, you can make further modifications to the email rule which has been created for you by navigating to Configuration > Email > Email Rules, and choosing the Datto RMM Alerts rule.


Customer/Site Import

By default each Site that is imported from Datto RMM is created as a seperate Customer in Halo and a Site created as well. This behaviour can be altered below so that new sites in Datto are created under a specified Customer - this is usually only for an Internal IT department etc to use.


If you are mapping Datto Sites to Clients in Halo you can then use the mapping table (below) to link a Datto Site to a Site in Halo - this will allow you to map multiple Sites in Datto to one Customer in Halo.



Webhooks for Alerting

There is now a drop-down to choose an Alert processing method on the Datto RMM integration page. API/Webhooks have been added as a new method for ingesting alerts from Datto RMM. 


Webhooks will need to be configured in Datto RMM at the device Monitor level in the response section. When webhooks are toggled on, Datto RMM will show a URL, a content type, and payload fields. 


Pressing on 'Webhook Configuration' in Halo will show you how to set up the webhooks correctly including the custom payload needed to input into the Alert Raised and Alert Resolved payload fields in Datto RMM. The alert_resolved attribute must be set to true in the custom payload for Alert Resolved and false for the Alert Raised. Use the generate password function and use this for the state attribute in the custom payloads Alert Raised and Alert Resolved.


When closing/resolving an Alert raised in Halo from Datto RMM, this will close/resolve the alert in Datto RMM and vice versa.


To populate additional ticket fields against the alert ticket using data from Datto, use the additional values section of the webhook setup. Use the JSON here to add onto your existing webhooks and pull through the desired data. 


This will be backwards compatible with the email processing method but it is advised to disable email notifications from Datto RMM when using the webhook method.




NB: When testing the webhook on Datto, it will fail, this is due to the variables being pulled for the test just giving the field name instead of the actual content of the field. As explained in the screenshot, it is recommended to disable the email notifications to avoid duplicates when using the webhooks feature.

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