Where to Put Information in IT Glue

Where to Put Information in IT Glue

Items That Are Added Automatically to IT Glue via Sync


Some items are automatically synced from our RMM and PSA (Autotask) systems to IT Glue. We generally don't edit them on the IT Glue side. (In some cases we cannot do so.) We edit them on the Autotask side:

  1. Configurations in IT Glue are synced from Configuration Items in Autotask. 
  2. Contacts in IT Glue are synced from Contacts in Autotask.
  3. Tickets in IT Glue are synced from Tickets in Autotask.
  4. Locations in IT Glue are synced from Locations in Autotask.


Items That Are Manually Added to IT Glue

Here is guidance on where to put items that we do manually add to IT Glue. You may want to examine an example of each asset in IT Glue as you read through the items. You can use the Global tab and choose an asset to see all the entries for that asset. Then click on an entry under the Title column to open whichever entry looks interesting. 

Cybersecurity insurance

Add to organization as a vendor flexible asset and link the vendor to the Security flexible asset as a related item.

Authorization Contacts

Under Site Summary flexible asset, we tag contacts for:
  1. Primary Authority
  2. Onboard or Remove Employee
  3. Security authorization
  4. Purchasing authority
  5. Provide Onsite Assistance (IT Resource or Power User onsite for remote assistance)
 

Info
Please don't add the primary authority contact to any of these fields except the "Primary Authority" field. It's implicit that the primary authority has all permissions. This person is usually a VIP at the customer company and should only be contacted for authorization purposes when other authorization contacts are not available. 


Company Exception to GGIT General Policy on Giving Users Passwords

Site Summary flexible asset: Date customer agreed. Upload area for the email or agreement. Tag contacts who have access and what kind. Add text notes on the details. 

Specify Managed Services and Help Desk Services That Are Provided

Under Site Summary flexible asset. 

Passwords and OTPs (One-Time Passwords for 2FA)


For security, we only use general passwords in IT Glue, never embedded passwords. Always include a category when creating a new password. It enhances the ability to filter for and locate passwords during searches.

Where possible, add the OTP code to the password asset. Then create a new password asset for the secret key (the "seed"), and link it as a related item to the password asset. Set the permissions for the seed to "senior staff" only. 

S3 Bucket Secret Keys and Access Key IDs

Amazon S3 Bucket flexible asset.

Backups - Axcient Server, SaaS Protection (backup for Google Workspace and Microsoft 365, GGIT workstation backup, workstation bare metal backup to local server)

These are saved in the Backup flexible asset.

Bitlocker and other Hardware Encryption Keys

These are stored as Hardware Encryption Flexible Assets. 

Archive of Email Mailboxes

Email flexible asset under the Notes field. 

Active Directory

Active Directory flexible asset.

Domain Registrar

Automatically pulled in under domain tracker core asset. Does not have to be entered manually. 

DNS and Web Hosting

Name Servers automatically pulled in under domain tracker core asset. Link DNS hosting and web hosting vendor(s) as related item(s).

Network – Special Circumstances

LAN Flexible asset

DNS server

Directory Services or LAN, depending on circumstances. 

Gateway

LAN flexible asset

Todyl SASE

Security flexible asset under DNS Protection. It could also be in the Remote Access asset as a VPN, depending on the use case. 

Photos of Network Closets and Devices

Add to the applicable LAN flexible asset as attachment(s)

ISP

Internet/WAN flexible asset

Subnet mask

LAN Flexible asset

WAN IP Address

Internet/WAN flexible asset (use for Dynamic DNS too)

Workgroup/Domain Name

Directory flexible asset 

Phone/ PBX Solution and Configuration

Voice/PBX flexible asset 

Important Software

Applications flexible asset – add one flexible asset for each piece of software

Virtual machines

Virtualization flexible asset (for hyper v, vmware,  Amazon EC2 (added by RP) and Azure

VPN

Remote Access (contains fields for both VPN and remote desktop. Add only one service per asset.)  

Webmail

Email flexible asset

Virtualization

Virtualization flexible asset 

Firewall configuration files

Upload firewall configuration backup files as an attachment to the IT Glue firewall configuration.

2FA

There's a section in the Security flexible asset 

IDRAC, VPro,  LOM in general

Lights Out Management flexible asset 

Anti-Virus

Antivirus is indicated in the Security flexible asset.

Documents

The Document asset in IT Glue is used for instructions to customers, as well as general info that is more appropriate to add in prose / graphics form. Here are more detailed guidelines for creating customer-facing instructional documents in IT Glue. 


    • Related Articles

    • Documentation: Best Practices

      IT Glue Basics Here's a video overview of IT Glue. Document Anything New or Changed When we set up or learn about anything new or changed, it must be documented. When something is changed by a technician, it is generally that technician's ...

    • Process to Add Customers as IT Glue Lite Users and IT Glue Lite Basics

      What is an IT Glue Lite User? An IT Glue Lite User is a free account given to a customer contact so they can view specific documentation and update limited items without having full technician or admin access. We generally don't give them password ...

    • IT Glue Password Asset: Best Practices

      Never use embedded passwords. Only use general passwords. This is best security practice. 1. Each password entry should have a title that is unique within the organization. If there is more than one of the same type of password, differentiate the ...

    • Confidentiality of Vendor Information

      Customers should not know anything about our vendors. If you have to mention that a vendor is working on an issue call them the "back end,” "the engineers" or "back-end support”. If they want to know just say our vendor information is proprietary and ...

    • Authorization Contacts in IT Glue

      Authorization contacts are listed in an organization’s Site Summary in IT Glue. As the name implies, they identify whom to contact to obtain the appropriate authorization for different types of actions. You'll find it easier to understand this ...