For Admins / BillManager

Connecting via the API (v1)

SupportHub polls the BILLmanager API every 30 seconds with a staff account. Nothing needs to be installed on the server, but the panel credentials are stored on our side. If you can install the module, the module (v2) is the better choice.

Creating the channel

Open SettingsChannelsAdd ChannelBillManager 6 and set “Integration method” to “API polling (hand over access)”.

Panel URL

Type: addressDefault: —

The BILLmanager address without /billmgr at the end; we add it ourselves.

Type: stringDefault: —

The BILLmanager staff member SupportHub reads tickets and replies as. A separate account for this is handy. SupportHub only sees the tickets this staff member can see, so add them to the right BILLmanager departments. SupportHub takes every new ticket in BILLmanager with this account right away.

Password

Type: stringDefault: —

Stored encrypted and never shown in the interface.

Verify SSL certificate

Type: toggleDefault: on

Turn it off only for a self-signed certificate.

Backfill history for

Type: periodDefault: 30 days

How far back to fetch open tickets on the first poll: don't backfill, 1 day, 7 days, 30 days or 1 year. Closed and archived tickets aren't loaded; changing the value after the first poll does nothing.

VMmanager 6 (optional)

Type: blockDefault: —

The VMmanager URL, plus the email and password of a service account. Needed for the “VMs in VMmanager” block and the start and stop buttons (see below). If the VMmanager check fails in the wizard, the channel is created without it — turn the integration on later on the “VMmanager” tab.

Field	Type	Default	Description
Panel URL	address	—	The BILLmanager address without /billmgr at the end; we add it ourselves.
Login (staff account)	string	—	The BILLmanager staff member SupportHub reads tickets and replies as. A separate account for this is handy. SupportHub only sees the tickets this staff member can see, so add them to the right BILLmanager departments. SupportHub takes every new ticket in BILLmanager with this account right away.
Password	string	—	Stored encrypted and never shown in the interface.
Verify SSL certificate	toggle	on	Turn it off only for a self-signed certificate.
Backfill history for	period	30 days	How far back to fetch open tickets on the first poll: don't backfill, 1 day, 7 days, 30 days or 1 year. Closed and archived tickets aren't loaded; changing the value after the first poll does nothing.
VMmanager 6 (optional)	block	—	The VMmanager URL, plus the email and password of a service account. Needed for the “VMs in VMmanager” block and the start and stop buttons (see below). If the VMmanager check fails in the wizard, the channel is created without it — turn the integration on later on the “VMmanager” tab.

“Test Connection” is required before you create the channel: SupportHub shows the BILLmanager version and the number of departments. Departments and operator permissions are set up afterwards, in the channel card.

IP to whitelist and proxy

The “General” tab of the channel card has a “SupportHub backend IP to whitelist in BillManager” block. Add this address to the allowed list if the panel restricts access by IP. The same tab has “Proxy for outgoing requests”; with a proxy selected, the block shows that proxy's exit IP. Polling, replies, the customer card, VM sign-in, start and stop, the department list and forwarding a ticket close to BILLmanager go through the proxy. In the connection wizard you pick the proxy next to the panel details, and “Test Connection” takes the same route (an enforced platform proxy applies there too). See Proxies.

VMmanager 6

Only an API channel has the “VMmanager” tab. With the integration turned on:

the ticket gets a “VMs in VMmanager” block with a “Sign in to VMmanager 6 as customer” button. It needs the “Sign in to VM as customer”, “View customer VMs” and “View customer card” permissions, and the customer needs a live VPS; you sign in to the first such service;
VPS and dedicated server entries in the services list get a “Stop” button (active service) or a “Start” button (suspended service), and an active VPS also gets “Reboot”. They need the “Manage VM (start / stop / reboot)” and “View customer VMs” permissions. “Stop” suspends the service in BILLmanager (vds.suspend.confirm), “Reboot” calls vds.reboot.confirm; both ask for confirmation. The action only goes ahead for a service of this ticket's customer — SupportHub checks it against their account's service lists in BILLmanager.

Signing in as the customer, start and stop are carried out by BILLmanager itself with the channel's account; SupportHub only calls the VMmanager API for the check in the wizard. So the SupportHub server IP only needs to be in VMmanager's allowed addresses for that check to pass. Each such action leaves an internal note in the ticket and an audit log entry. By default only the project owner can sign in to VMs and start or stop them — permissions are changed on the “Permissions” tab, see Customer card, fields and permissions. If you save the tab with the password field empty, the service account password stays as it was.

Departments

The “Departments” tab maps BILLmanager departments to SupportHub departments: a ticket from a BILLmanager department goes to the department you picked on our side. The “fallback” row catches every department that isn't on the list. The list of BILLmanager departments loads by itself when you open the tab, and the “Refresh BM list” button reloads it. The department is applied again on every update of the ticket from BILLmanager, so moving the ticket to another department by hand may be undone.

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