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 requires at least one configured Team and one or more configured Statuses.
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
📝 Note: Ticketing feature is not supported for AP1, Gov and Federal Customers.
To configure the Ticketing feature, you must first set up the Severity Mappings.
Step 1: Severity Mapping
In the MSC Console, navigate to Settings > Integrations.
Select ConnectWise PSA and open the Ticketing tab.
In the Severity Mapping section, click Manage.
4. In the Manage Severity Mapping window, select the Druva Alert Severity to map:
Critical: Requires immediate resolution.
Warning: Requires resolution as soon as possible.
Informational: Event may not require administrator-assisted resolution.
5. Select the corresponding ConnectWise Impact and ConnectWise Priority from the dropdown.
6. Click Save to apply the mapping.
Step 2: Select Service Board
Once mappings are configured, go to the Ticket Management section and click Edit Service Board.
2. In the popup, select the desired ConnectWise Service Board from the dropdown. And click Save.
Step 3: Product-Specific Ticket Management
The Ticketing feature allows granular control for different Druva products, including Enterprise Workloads, SaaS Apps and Endpoints, Cyber Resiliency, and MSP.
In the Ticket Management list, select the product you wish to configure and click Edit Settings.
In the Ticket Creation section, configure the following:
Default Status: The status assigned to a ticket upon creation in ConnectWise. You can select this from the custom statuses configured on your ConnectWise Service Board (e.g., 'New' or 'Open').
Type (Optional): The primary classification category in ConnectWise.
Subtype (Optional): A specific categorization under the selected Type.
Create Tickets For: Select the severity levels (Critical, Warning, Informational) that should trigger ticket creation.
3. Ticket Update: You can now configure how tickets behave when an alert is resolved in Druva:
Add new note on alert resolution: Select this, to add a "Discussion" and "Resolution" type note to the ConnectWise ticket when the alert is resolved in Druva.
Update ticket status on alert resolution: Select this, to automatically update the ticket status in ConnectWise once the Druva alert is resolved.
Updated Status: If status update is enabled, select the specific ConnectWise status to assign to the resolved ticket.
📝 Note: Ticket update feature is not for cyber resilience and MSP.
4. Click Save.
Notes:
You can stop receiving tickets for a specific product, uncheck all severity levels in the "Create Tickets For" section and save.
Auto-resolution of tickets within the MSC console is only supported for tickets originally generated by the MSC. Tickets created manually or directly within the ConnectWise PSA console are ineligible for automated resolution.
We will resolve any ticket within 30 days of its creation.
The following alerts are available for the ConnectWise integration: Integration Failure, Ticket Creation Failure, Consumption Sync Failure, and Ticket Update Failure. For detailed information regarding trigger conditions and resolution steps, please refer to the Alerts Documentation.