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Connecting ITGlue to Knowledge Management

This guide provides detailed instructions for connecting your ITGlue instance to the Knowledge Management system, allowing you to leverage your existing IT documentation and maintain a single source of truth.

Prerequisites​

Before connecting ITGlue to the Knowledge Management system, ensure you have:

  • Active ITGlue account with administrative access
  • ITGlue API key with appropriate permissions
  • Knowledge Management admin privileges in your platform account

Connection Methods​

Method 1: API Integration​

The API integration method uses ITGlue's REST API to securely connect and sync content.

Step 1: Generate an ITGlue API Key​

  1. Log in to your ITGlue account as an administrator
  2. Navigate to Account > API Keys
  3. Click + New API Key
  4. Provide a descriptive name (e.g., "Knowledge Management Integration")
  5. Select the appropriate permissions:
    • read for documentation
    • read for configurations
    • read for organizations
  6. Copy the generated API key (you won't be able to see it again)

Step 2: Configure Knowledge Management​

  1. In your Knowledge Management admin panel, navigate to "External Repositories"
  2. Select "Add Repository" and choose "ITGlue"
  3. Enter the following details:
    • Connection Name (e.g., "IT Documentation")
    • ITGlue URL (e.g., "https://api.itglue.com" or your custom domain)
    • API Key (generated in Step 1)
    • Select content types to import (Flexible Assets, Documents, Passwords, etc.)
  4. Click "Test Connection" to verify the setup
  5. Save the configuration

Method 2: Scheduled Sync​

For environments with stricter security requirements or large volumes of data:

  1. In the Knowledge Management admin panel, go to "Scheduled Imports"
  2. Select "ITGlue" as the source
  3. Configure the connection details as in Method 1
  4. Set the sync schedule (hourly, daily, weekly)
  5. Select the organizations and content types to include
  6. Define content mapping rules (optional)
  7. Save and activate the sync job

Content Mapping​

ITGlue Assets to Knowledge Management​

Map ITGlue content types to Knowledge Management:

ITGlue Content TypeKnowledge Management Mapping
Flexible AssetsCustom article types
DocumentsStandard articles with attachments
PasswordsSecure notes (with encryption)
ConfigurationsTechnical documentation
OrganizationsCategories or workspaces

Content Filtering​

You can filter which content is imported using:

  • Organizations: Select specific organizations to include
  • Asset Types: Filter by flexible asset types
  • Tags: Import only content with specific tags
  • Date Filters: Import only content created or modified after a certain date

Advanced Configuration​

Permissions Sync​

Enable permissions synchronization to maintain the same access controls:

  1. Go to "Repository Settings" > "Permissions"
  2. Enable "Sync Permissions from ITGlue"
  3. Map ITGlue user groups to Knowledge Management roles
  4. Set the permissions sync frequency

Content Transformation​

Configure how ITGlue content is transformed during import:

  • Flexible Asset Handling: Configure how custom fields are mapped
  • Document Processing: Set how documents and attachments are imported
  • Password Security: Configure encryption and masking for sensitive information
  • Relationship Handling: Preserve relationships between assets

Troubleshooting​

Common Issues​

IssueSolution
API rate limitingAdjust sync schedule to avoid hitting ITGlue's rate limits
Authentication failureVerify API key and permissions
Missing contentCheck content filtering rules and permissions
Custom field mapping issuesReview flexible asset field mappings

Logs and Diagnostics​

Access detailed connection logs:

  1. Go to "System" > "Logs" > "Integration Logs"
  2. Filter for "ITGlue" connections
  3. Review error messages and timestamps

Performance Optimization​

For large ITGlue instances:

  • Start with a smaller subset of organizations for initial testing
  • Use incremental syncing to only import new or changed content
  • Schedule syncs during off-peak hours
  • Consider content archiving strategies for older documents

Security Considerations​

ITGlue often contains sensitive information, so consider these security practices:

  • Use IP restrictions on your ITGlue API key if possible
  • Enable encryption for sensitive data in Knowledge Management
  • Implement strict role-based access controls
  • Regularly audit access logs and permissions

Next Steps​