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ITGlue

Neo Agent 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.

ITGlue Integration Dashboard

3. Upload Runbooks:​

  1. Upload the ZIP file containing your ITGlue runbook export directly through the Neo Dashboard.
  2. Click "Upload new Runbook" and select your ZIP file.
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. Configure Company Names for General Documentation:​

ITGlue companies that contain documentation not specific to any client (e.g., "Internal", "General", "MSP Documentation").

  1. In the "Company Names for General Documentation" section, specify which ITGlue companies contain documentation that applies to all clients.
  2. These company names must match exactly with your ITGlue setup.
  3. Documentation from these companies will be available to Neo Agent for all your clients, rather than being restricted to client-specific contexts.

5. Synchronization:​

  1. Once the ZIP file is uploaded through the Neo Dashboard, Neo Agent will automatically sync the documentation. The frequency of this sync depends on the overall Neo Agent 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 Neo Agent's vector database.