Overview
After configuring the Customer Mappings, the next step is to configure the ConnectWise Ticketing feature.
This article provides detailed instructions to configure the Severity Mappings and the ConnectWise Ticketing feature from the Managed Service Centre (MSC) console.
Before you begin
Ensure you have configured ConnectWise PSA on your MSC console. For more information, refer to Introduction to ConnectWise Integration.
Ensure that you have enabled the Ticketing feature while configuring ConnectWise PSA.
Ensure you have mapped your customer accounts with ConnectWise Companies. For more information, refer to Configure Customer Mappings.
ConnectWise Prerequisites
The MSP Administrator has already created companies in ConnectWise PSA.
At least one Board is available in ConnectWise.
Each Service Board must have at least one Team and Status configured.
MSP administrators must ensure that Impact and Priorities are configured in ConnectWise.
MSP administrators must ensure that basic ticket creation is working for the selected Service Board/Company in ConnectWise before configuring it for integration.
Configure Ticketing Feature
To configure the Ticketing feature, you must first configure the Severity Mappings
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, select ConnectWise PSA to open the ConnectWise PSA configuration page.
On the ConnectWise PSA configuration page, select the Ticketing tab.
In the Severity Mapping section, click Manage.
In the Manage Severity Mapping window:
Select the Druva Alert Severity you want to map.
Critical - Indicates a state that requires immediate resolution.
Warning - Indicates a state that requires resolution as soon as possible. However, the priority of alert resolution is lower than that of the critical alert.
Informational - Indicates that the event may not require administrator-assisted resolution. Alerts of this severity are only informative.
From the dropdowns, select the corresponding ConnectWise Impact and ConnectWise Priority.
📝 Note
For detailed information about the Druva Alerts and their corresponding severities for which tickets are generated in ConnectWise, refer to Druva Alert Severities and ConnectWise Ticket Generation.
Click Save to apply the mapping.
Once the Severity Mappings are configured, you can start creating tickets in ConnectWise. In the Ticket Creation section, click Select Service Board.
In the Select Service Board window, select the ConnectWise Service Board from the dropdown and click Save.
The ConnectWise Ticketing feature has been successfully configured. You can now view the details below on the ConnectWise PSA page.
Product - The Product for which the ticket will be created in ConnectWise.
Default Status - The Default Status that will be assigned to the tickets at the time of their creation in ConnectWise. (e.g., Open, In Progress, Closed).
Type (Optional)- This is a classification entity in ConnectWise that represents the primary category of the ticket.
Subtype (Optional)- This is a classification entity in ConnectWise that represents the secondary category of the ticket. It is a more specific categorization under the selected Type.
Create Tickets For - Create tickets in ConnectWise for Druva alerts that match the selected severity level. (e.g., Critical, Warning, Informational).
📝 NotesOnce a product is configured, if MSP administrators want to stop receiving alerts for that product, they should uncheck all or the required severity levels from this field and click Save.
Auto-resolution of tickets generated in ConnectWise is not supported in the MSC console.
A new alert has been introduced to notify you of ConnectWise ticket creation failures. You can manage these alerts from the Alerts settings. If you receive too many notifications, consider changing your subscription level to a daily or weekly digest.
For more information, see Alerts.