Skip to main content

ITGlue

NeoAgent integrates with IT Glue to leverage your existing documentation for enhanced ticket resolution and information retrieval. This integration allows Neo to access and understand the knowledge stored in your IT Glue instance, providing more accurate and context-aware assistance.

How it Works​

The IT Glue integration relies on a manual export and upload process, as IT Glue currently does not support pulling documents via their API for this purpose. The workflow is as follows:

1. Export Runbooks from ITGlue:​

  1. In your IT Glue instance, create Runbooks for all your clients.
Important
  • When creating Runbooks, ensure you either select all individual Organizations or use the "All Organizations" toggle. It is crucial to export data for all organizations each time, as Neo tracks changes and removals to keep its database clean.
  • Toggle on the "Mask Passwords" option during Runbook creation.
  1. IT Glue will generate a ZIP file containing all the Runbooks. This process might take some time depending on the volume of your documentation.
danger

IT Glue also has a general export functionality. You do not need to use this, as its outcome is limited for Neo's purposes. Focus on using Runbooks. Kaseya Helpdesk: Exporting and backing up account data

2. Setup IT Glue Integration on Neo Dashboard:​

  1. Navigate to the Integrations page on the Neo Dashboard.
  2. Open the "Documentation" tab.
  3. Click to add the ITGlue integration.
  4. Provide your corporate email address. The NeoAgent team will use this email to share the dedicated OneDrive folder with you.

3. Upload Runbooks:​

  • Upload the ZIP file to the shared OneDrive folder.
Important

Unfortunately, ITGlue doesn't provide API access to the Runbooks.

Therefore, you need to repeat the upload weekly or monthly, depending on how frequently your documentation changes.

4. Synchronization:​

  1. Once the ZIP file is uploaded to the shared OneDrive folder, NeoAgent will automatically sync the documentation. The frequency of this sync depends on the overall NeoAgent configuration (typically every 24 hours).
  2. Neo downloads the latest ZIP file, unpacks it, and processes the PDF documents (Runbooks) within.
  3. It parses these PDFs, extracting text content, titles, and paths.
  4. The parsed documents are stored in NeoAgent's vector database.