Embedding LiveConnect in ITP Tickets

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7/3/2019 3:18:46 AM
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Embedding LiveConnect in ITP Tickets

Hi Guys,

Do you think it'd be possible to include a kaseyaliveconnect:// hyperlink in the ITP Alerts?

More Info: https://helpdesk.kaseya.com/hc/en-gb/articles/115002524068-Launching-Live-Connect-Using-a-Custom-URL-Scheme

It would make it faster for us to log onto agents that have generated an alert.

What do you think?

Thanks,
Denis

7/3/2019 6:53:00 AM
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Re: Embedding LiveConnect in ITP Tickets

Denis,

We looked into this a while ago and while this is fairly trivial to implement (all of the API logic is available to us), we felt that this was a potential security issue and would be frustrating to the user if the ticket was handled after the token expired. Its on the "back burner" at the moment until we can find a viable workaround to these issues.

The only credentials available in ITP have unrestricted rights, and these would be the rights conferred to the Live Connect session. This might not be an issue for internal IT or a small MSP team, but MSPs with several experience levels on their team would frown on this. Also, many MSPs grant access to their VSA to their customers, and these accounts often have very restrictive rights. We considered using an alternate generic account, but this opens another attack vector. This might be a consideration when the ability to change passwords via the Kaseya API works - it currently doesn't.

The secondary consideration is that the security token that gets embedded into the Base-64 expires on the same period as the technician accounts. Our APIs have the ability to verify and re-authenticate dynamically, so this isn't an issue for live code, but when you embed this token and you have, for example, a 1-hour inactivity timeout, the URL we embed will not function 1 hour after being generated.

This is one of the security-related topics I'll be discussing when we meet with the Kaseya developers later this month. If we can deliver an invalid token immediately AND it forced the users to be prompted to enter their credentials rather than failing, that would at least be a consistent presentation to the user rather than having it work sometimes and not others as well as eliminating any potential security issues.

Glenn

8/28/2019 2:39:20 AM
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Re: Embedding LiveConnect in ITP Tickets

Hi Glenn,

I see some progress has been made on this, and just wanted to say thanks for doing it!

we now regularly use the kaseyaliveconnect:// URL from the tickets generated through ITP

Thanks again,

Denis

 

1/24/2020 7:02:47 AM
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Re: Embedding LiveConnect in ITP Tickets

Hi Glenn

We are using the BMS and are still finding that the live connect link is not working - any ideas? Link appears as plain text not as an hyperlink

Thanks

Stuart