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What this does

When IT Glue or Hudu is connected, Alpha can look up your documentation while it answers. For example it can find a client’s assets, contacts or how-to articles. If you allow it, Alpha can also create and update documentation records.

Before you start

  • You need the Tenant Admin role.
  • Alpha must be turned on for your company.
  • IT Glue and Hudu are added under Security Integrations. That menu item only appears on plans that include it. If you don’t see it, contact MSP Process support.
  • You need an IT Glue or Hudu API key that can see the records you want Alpha to use.

Step 1: Add IT Glue or Hudu

  1. In the left menu, go to Settings > Integrations > Security Integrations.
  2. Add your IT Glue or Hudu integration and save it.
  3. Alpha picks it up automatically. This can take up to 30 minutes. Until then, the Permissions page says “IT Glue integration “[name]” will connect automatically within 30 minutes.”

Step 2: Choose which integration Alpha uses

You only need this step if you have more than one IT Glue or Hudu integration.
  1. Go to AI Service Desk > Alpha > Settings.
  2. Find the Documentation connections card.
  3. With one integration, turn its switch On.
  4. With several, open Connection Alpha uses and pick one, or pick Off.
  5. Wait for the Saved message.

Step 3: Choose what Alpha may change

  1. Go to AI Service Desk > Alpha > Permissions.
  2. Scroll to the Documentation section.
  3. On the IT Glue or Hudu card, turn on Allow changes. It starts off.
  4. Set each action to Off, Ask first or Automatic. Every action starts as Off.
If you leave Allow changes off, Alpha still reads your documentation. It just won’t change it.

What you’ll see

On the Alpha Overview page, the documentation system appears under Connected systems with its health and last sync time. If something is wrong, you’ll see one of these labels: For more detail, open Alpha > Activity & usage > Integrations. Click the integration to see each data type, its status, records synced and any sync error.

Troubleshooting

FAQ

Can Alpha read or write passwords from IT Glue or Hudu?

Alpha never writes password or other secret fields when it creates or updates assets.

Can I connect both IT Glue and Hudu?

Each system has its own card in Settings and Permissions, so you can set each one up separately.