Introduction to Stella for ConnectWise partners
This document provides a brief overview about the various components of Stella and how the Stella system is organised.
Stella is a knowledge management and collaboration system for Managed Service Providers (MSPs) to assist in organising and creating information about their client companies.
Stella Connect add-ons for Confluence integrate your ConnectWise PSA system with Atlassian Confluence. Stella also facilitates the definition of your default set of configuration types to be used and their default parent/child relationship. This is the foundation of the site documentation structure inside a Confluence space.
Stella provides a simplified and streamlined user interface for information stored in ConnectWise and allows MSPs to add more 'metadata', while maintaining all the collaboration features from Confluence.
Besides core functions such as two-way configuration integration, agreement, contact and ticket report integration with ConnectWise, Stella provides templates and structure for client-specific and generic knowledge bases.
How does Stella relate to your PSA and RMM?
In Stella, each company will have its own space which will contain all information about the client company. To make this easy, the Stella space creation mechanism creates a the space with a standard set of pages (including the Site Documentation and Knowledge Base pages). This space is linked to the company record ID in ConnectWise, making it ready for the Stella integration.
See Create Company Spaces in Stella as an administrator or Create Company Spaces in Stella using the space blueprint for instructions on how to do this.
Stella has integrated with ConnectWise to provide a better view of configurations in the Site Documentation pages. In Stella, configurations sharing the same configuration type belonging to a company are organised into a single table to give MSPs a whole view of that component of the company's IT environment. Moreover, to better complete the picture, configuration types can be defined as parent/child configuration types which will appear as a table column within its parent configuration type's table. Child configurations are useful for repeating data, which becomes easy to handle through using Stella.
Configuration table example
Stella also allows multiple tables representing multiple configurations types on a single page. If you think of a page as a category, for example - 'Network', this means we can show the different configurations related to the company's network on a single page such as the Internet Service Provider and information about the different network devices.
Stella Configuration Mapping Wizard that defines which pages can be created in the Site Documentation and which configurations are displayed on each of those pages.
Have a look at the instructions for Stella users on how to add and Edit Configurations from Stella for more details.
Contacts from ConnectWise can be displayed in various ways in Stella. The contact details are currently maintained in ConnectWise and then just displayed in Stella (i.e. we cannot add/edit contacts from Stella, we simply view them and allow them to be used in context.
When client spaces in Stella are created, there is a Contacts page also created which displays the sites, the primary contact, and all other contacts for a client. There is also the option to use a macro which displays individual contacts for a company within the context of a page. This allows use to write notes and procedures on a page, while the contact information displayed on the page is up to date as per what is in ConnectWise.
Every company space created using Stella contains a Knowledge Base (kbase) structure. The knowledge base is used for articles specific to that company. Articles are created directly from the Kbase page and displayed according to the different types of articles. There is also a comprehensive search function that can help you find the article you are looking for.
The two main types of articles captured in the Knowledge Base are kbase articles and overview articles. Kbase articles are based on a standard, step-by-step instructional template for articles depicting common issues, troubleshooting and how-to guides. Overview articles provide a template that outlines a product or system used by the company. These articles should contain who uses the product/system, how it is accessed, what it does and the scope of support including third parties.