In Datto RMM, default security level of Administrator. In Autotask PSA, security level of API User. Refer to Permissions.
Setup > Autotask
Autotask PSA/Datto RMM Integration Video Series
Video 1: General Settings and Mapping Rules (5:45)
Video 2: Single Sign-On (4:19)
Video 3: Device Synchronization (5:02)
Video 4: Ticket Integration, Alert Rules, Datto RMM Alert Closure (6:53)
Video 5: Dashboard Tabs, Endpoint Management Tools, Alert Ticket Page (5:25)
Not sure how to set this up? You can schedule a free half-hour product knowledge session with one of our product experts even before things go horribly wrong. You'll be glad you did!
You must have a default security level of Administrator in Datto RMM when configuring the integration. If you have more than one security level, make sure that Administrator is selected as your default security level. For more information, refer to Add a user.
You must use an Autotask PSA sync account when running the integration setup wizard. We recommend that you use a PSA user account with a security level of API User for this purpose. Make sure that in the security level settings, the check box of Not required to change password (password does not expire) is checked. Refer to this topic in the PSA Online Help: Create or edit a custom security level.
Ensure that in Autotask PSA all Protected Data Permissions are enabled for the sync account. You can do this in Autotask PSA by navigating to Autotask menu > Admin > Features & Settings > Resources/Users (HR) > Security > Protected Data Permission. For more information, refer to this topic in the PSA Online Help: Manage Permission to View Protected Data.
About the integration
The advanced integration of Autotask PSA and Datto RMM introduces a truly unified PSA-RMM business management platform.
- Datto RMM users can be mapped to PSA resources and roles, and Datto RMM sites can be mapped to PSA companies.
- The advanced integrated ticketing no longer synchronizes Datto RMM and PSA tickets. Instead, the Single System of Record (SSoR) functionality provides direct access from Datto RMM tickets to PSA and vice versa, with much more detailed ticket information. With the advanced integration enabled, the ticket entity lives in Autotask PSA only, therefore, any Datto RMM ticket history prior to enabling the integration is no longer visible.
- Each monitor type and the end client Agent tickets can be configured to create tickets in PSA in designated queues, with configurable issue, sub-issue, work type and ticket note defaults. The defaults can be overridden for specific monitors.
- Datto RMM device types can be mapped to Autotask PSA products and configuration item types.
- Datto RMM device user-defined fields can be mapped to Autotask PSA configuration item user-defined fields.
- Datto RMM alerts can automatically be closed if the PSA alert ticket is completed, using a PSA workflow rule and extension callout.
- The single sign-on (SSO) functionality allows you to be automatically logged in to Datto RMM if you are already logged in to PSA and click an SSO-enabled link.
- You can make your workflow simpler by having your PSA alert ticket self-heal or clear automatically when the corresponding Datto RMM alert is resolved. You can also specify when a Datto RMM alert should be considered repeating or related to another alert.
- You can use Datto-RMM-specific attributes in PSA workflow rules.
- Datto RMM alert and device dashboard tabs are available in PSA. The dashboards are configured based on the additional device data that is synced between Datto RMM and PSA.
- Datto RMM devices can be mapped to billing contracts in PSA.
- You can access a number of Datto RMM tools right from PSA using right-click and context menus.
For more information about the above features in Autotask PSA, refer to this topic in the PSA Online Help: Integration Workflows.
You can configure the integration in Datto RMM after downloading the Autotask component from the ComStore.
To configure the integration, you need to download the Autotask component from the ComStore.
If you have previously used Datto RMM's standalone ticketing, note that as soon as you download the Autotask component, your Datto RMM standalone ticketing and ticket history will no longer be accessible. Therefore, you are advised to review and complete any open tickets before enabling the Autotask integration. You can switch back to Datto RMM standalone ticketing by deleting the Autotask component, at which point your Datto RMM ticket history prior to downloading the Autotask component will become available again. For more information, refer to Disable the Autotask integration.
You are also advised to re-configure your monitor settings after configuring the advanced integration. For more information, refer to Manage monitors.
- Log in to the Datto RMM Web Portal.
- Click the ComStore tab.
- Search for Autotask.
- Click on the search result, and click Add to my Component Library in the pop-up window. This will add the component to the list of your downloaded components.
The first step in the integration setup process is to map your PSA companies and resources to your Datto RMM sites and users.
Refer to the Permissions section in this document to learn about the required security level settings in both Datto RMM and Autotask PSA.
- Under General Settings, click Run setup wizard....
The setup wizard opens the Autotask PSA credentials page.
- Enter your Autotask PSA Username and Password. This will enable the integration between Datto RMM and Autotask PSA.
We recommend that you use a PSA user account with a security level of API User (a non-billed PSA resource) to enable the integration. Refer to Permissions. This will help you avoid difficult situations, e.g. when the resource whose credentials were used for the integration changes their password or leaves the company. For more information, refer to this topic in the PSA Online Help: API User (system). Should you decide to use a different user as sync account, it would need to have Administrator security level in Autotask PSA.
- Click Test connection...
If the credentials are valid, a green check mark will appear.
- Click Next.
- On the Autotask PSA company types page, select the PSA company types you want to retrieve.
- Click Next.
- On the Map Autotask PSA resources page, you can map your Datto RMM users to specific resources and roles in Autotask PSA. This step is optional.
This is used when a ticket is mapped from Datto RMM to PSA and it gets assigned to a primary resource and role in PSA.
You need to create your users in Datto RMM before you can map them to PSA resources. Refer to Add a user.
|AEM User||The last name and first name of your Datto RMM user. The username is displayed in brackets. This field is not editable.|
|Autotask PSA Resource||The drop-down lists all resources that are currently active in Autotask PSA. Select a name from the list or start typing the name of the resource to narrow the list. The selected resource will be mapped to your Datto RMM user.
Ensure that you do not link a Datto RMM user to an Autotask PSA resource with a security level of API User. Resources with a security level of API User cannot log into PSA, nor can they be assigned to data, for example, a ticket or time entry. For more information, refer to this topic in the PSA Online Help: API User (system).
|Autotask PSA Role||The drop-down lists all the roles that the selected resource is associated with in Autotask PSA. Choose one of the PSA roles that should be mapped to the Datto RMM user.
When you map a Datto RMM user to an Autotask PSA resource, you must select an Autotask PSA role because in PSA, you cannot assign a resource to a ticket without also assigning a role.
- Click Next.
- On the Review Integration Setup page, review the setup options you have selected so far.
- Check Analyze site and company mapping now.
- Click Save setup and confirm your request in the dialog box by clicking on OK.
The wizard will now compare your PSA company names to your Datto RMM site names and present a summary of possible matches. At the end of the process you will see a progress dialog box confirming that the analysis has completed.
- You will see a summary of the possible mapping between your Datto RMM sites and PSA companies. Review the mapping rules.
In this screenshot, you can see that there are two mapping rules in place, that is, two site/company names are identical in Datto RMM and PSA. However, two Datto RMM sites could not be matched to any of the PSA companies and 144 PSA companies could not be mapped to any of the Datto RMM sites.
- Select an Autotask Account Manager from the drop-down list. This resource will be assigned as the Autotask PSA Account Manager for any new PSA companies created by Datto RMM.
- If you would like the system to create new PSA companies and Datto RMM sites for the missing ones, select the Create new companies and Create new sites radio buttons and go to step 21.
- If you think that more mapping rules should have been found and it has only failed because the company and site names were slightly different, or if you would like the system to create new companies and sites for you but you would like to make a few exceptions, or if you would like to map multiple Datto RMM sites to the same PSA company, click Edit mapping rules....
This way you can avoid creating any duplicate companies and sites and you can control which companies and sites should or should not be synced.
- You can manually add new mapping rules on the Edit mapping rules page.
Under Add new mapping rule, click on the Start typing AEM site name... drop-down and type the name of a Datto RMM site or select it from the list, then map it to a PSA company name by clicking in the Start typing Autotask PSA company name... field and selecting the correct company.
Select Do not sync in either column to specify which companies or sites should not be synced.
You can also opt to create a new site or a new company by selecting that option in the respective column.
If you cannot find a Datto RMM site or a PSA company in the drop-downs, then that site or company already has a mapping rule. Use the Filters (New, Mapped, Unmapped sites, Unmapped companies) and/or the Search field in the same window, under the Add new mapping rule area to search for existing mapping rules. The Unmapped sites and Unmapped companies filters will return sites and companies that are set to Do not sync. You can delete any mapping rule by clicking on the Delete mapping rule icon on the right of the screen. The site/company will then re-appear in the respective drop-down.
- Once you have found the matching company or site, click the Add mapping rule icon on the right of the screen. This will add the new mapping rule to the bottom of the page.
The PSA company column will display the PSA company ID in brackets.
You can map more than one Datto RMM site to the same PSA company.
- Click Save to save your new mapping rules.
- You will now see an updated number next to your mapping rules on the Autotask integration page.
- If you would like the system to create new PSA companies and Datto RMM sites for the missing ones, select the Create new companies and Create new sites radio buttons.
If you would not like to map the rest of the missing companies and sites, select the Do not sync radio button next to them.
- Click Accept and Continue....
- Click OK on the confirmation dialog box. The mapping rules will be applied. A number of progress dialog boxes will appear.
- Finally, the current mapping rules will be displayed on the page.
- At this point, a new section called Sync will be added to the Autotask integration page.
A few things to note...
- If you need to update the resource to user mapping, follow steps 1-8 of the guide above.
- If you add a new site to your Datto RMM account, you have the option to map it to a PSA company straight away and you do not have to re-run the mapping analysis of the integration. Refer to Add a site.
- The site to company mapping is a manual process, and site or company name changes are not synchronized automatically. For example, if a Datto RMM site is already mapped to a PSA company, and you change the name of either the site or the company, you need to re-run the mapping analysis to see the updated name. The mapping will still be based on the PSA company ID but the new name will only be displayed if you re-run the analysis. Refer to Re-run mapping analysis.
- If you need to create a mapping between a site and a company that were both previously set as Do not sync, you will need to remove the Do not sync mapping rule entries for both the site and the company in order for the change to take effect.
- Changing a Datto RMM site name will not rename the mapped PSA company, and vice versa.
Single sign-on (SSO) is an authentication process that allows a user to enter one username and password to access multiple (connected) systems.
If you would like to permit users to automatically log in to Datto RMM when clicking an SSO-enabled link from PSA, do the following:
- Locate the Sync section on the Autotask integration page.
- Enable the Single Sign-On option by turning it ON.
If you are using Two-Factor Authentication, it should be enabled in both Autotask PSA and Datto RMM so users are always prompted for a one-time password when they log in to the first application.
The first time you are logged in to PSA after enabling the single sign-on functionality, and you click on a link to access Datto RMM, you will be asked to log in to your existing Datto RMM account to set up the link. Going forward, you will automatically be logged in to Datto RMM when clicking an SSO-enabled link from PSA. When establishing the SSO link, make sure that you link your PSA database to the correct Datto RMM account, that is, ensure that the Datto RMM login credentials you enter belong to the Datto RMM account integrated with your PSA database.
To learn how to link or unlink your PSA user profile and Datto RMM user account in PSA, refer to this topic in the PSA Online Help: Link / Unlink Your PSA and AEM User Profiles.
You can set up the Autotask integration for multiple Datto RMM accounts that can all link to the same PSA database, however, only one of these Datto RMM accounts can have single sign-on enabled.
To learn how to remove your and other users' SSO link in Datto RMM, refer to Manage your single sign-on settings.
The next step in the integration setup process is to configure the ticket integration between Datto RMM and PSA.
- On the Autotask integration page, locate the Sync section and click Setup... next to Ticket Integration.
- On the Ticket Defaults page, you can select the default values for the ticket source and priority that will be mapped from Datto RMM to PSA.
|Source||From the drop-down list, select the source you would like to assign to all alert tickets created in Autotask PSA by Datto RMM.|
|Priority mapping||Select an Autotask PSA ticket priority from the drop-down list to map it to a Datto RMM alert priority.|
- Click Next.
- On the Ticket Attributes page, you can map the queue, issue, sub-issue, and work type to the Autotask alert ticket, for each monitor type and for the end client Agent tickets.
|Apply to all rows||Use this option to apply the same selection of Queue / Issue / Sub-Issue / Work Type to every monitor type / origin.|
|Monitor Type / Origin||Displays all Datto RMM monitor types and the end client Agent tickets (that is, tickets created from a device via the Agent installed).|
|Queue||The drop-down lists all active queues as configured in PSA. Select a queue to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected queue. This field is required.|
|Issue||The drop-down lists all active issue types as configured in PSA. Select an issue type to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected issue type. This field becomes active as soon as you select a queue. Selecting an issue type is optional.|
|Sub-Issue||The drop-down lists all active sub-issue types for the selected issue type as configured in PSA. Select a sub-issue type to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected sub-issue type. Selecting a sub-issue type is optional.|
|Work Type||The drop-down lists all active work types as configured in PSA. Select a work type to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected work type. This field becomes active as soon as you select a queue. Selecting a work type is optional.|
If the selected queue, issue / sub-issue, or work type gets inactivated in Autotask PSA, the ticket integration will not work.
We recommend that you re-run the ticket integration setup after every Datto RMM release to ensure that your monitor types are properly configured.
In case a new monitor type has been introduced in Datto RMM, and you have not re-configured the ticket integration for that monitor type yet, tickets created through that monitor will be assigned to the Monitoring Alert queue in PSA by default.
- Click Next.
- On the Ticket Note Defaults page, you can configure the default ticket note type and specify its default publish setting.
|Default ticket note type||Select a default note type to map it to ticket notes manually created by users via Datto RMM.
Notes automatically created by Datto RMM will use the system note type RMM Note.
|Default ticket note publish to||From the drop-down list, select whether the default ticket note type should be published to All Autotask Users or Internal Project Team. If you choose Internal Project Team, the ticket note will be visible for internal users only.
Notes automatically created by Datto RMM will be published to internal users only.
- Click Next.
On the Ticket Integration Review page, review the ticket integration options you have selected.
- Click Save settings.
- You will now be directed to the Autotask integration page where you will see a summary of the ticket integration options you have selected.
By default, tickets created from alerts are not assigned to any resource in PSA.
If a monitor is configured to create a ticket when an alert is raised but the device cannot get synchronized to Autotask PSA (e.g. the contract or contact of the PSA configuration item is inactive, or the device sync is switched off, etc.), Datto RMM will queue the device sync event and will attempt to create a ticket 3 times (every time a device sync is triggered, approximately once every minute). If the device fails to get synchronized within this time frame, a ticket will still be created for the corresponding PSA company, containing the device name and ID, and a link to the device in Datto RMM. In case the Datto RMM site is no longer mapped to a PSA company, a ticket will be created for the zero account.
If the ticket creation fails (e.g. because of changes made to credentials, queues, categories, security settings, etc.), a notification email will be sent to the email addresses set to receive Alerts in the Email Recipients section of Account Settings. The notification email will specify the error message and the reason that caused the error.
You can switch off the ticket integration for individual sites in Site Settings. For information, refer to the Autotask PSA section in Site Settings.
The next step is to configure the device synchronization between Datto RMM and PSA.
In PSA, devices that are installed for a customer company are called configuration items. As all configuration items are based on a product, Datto RMM devices must be mapped to PSA at product level.
- On the Autotask Integration page, locate the Sync section and click Setup... next to Device Sync.
- On the Select Autotask PSA Products page, map the Datto RMM device types to Autotask PSA products and configuration item types.
|AEM Device Type||Device type as displayed in Datto RMM.|
|Autotask PSA Product||Select an existing Autotask PSA Product to map it to your Datto RMM device type, or allow the system to create a matching product in PSA for you.
We recommend that you allow the system to create a matching product if you do not see the corresponding Autotask product. The new product will have a prefix of AEM_devicetype. This will help to differentiate them from existing PSA products.
Product Names created by the system (e.g. AEM_Laptop, AEM_Desktop, etc.) will not have Product Categories in Autotask PSA by default, and the devices will therefore be grouped in an Uncategorized Product Category. In order to resolve this, follow these steps in Autotask PSA: navigate to Autotask Menu > Admin > Features & Settings > Products & Services > Products > search for the Product Name (e.g. AEM_Laptop) > right-click the Product Name and select Edit Product > select the context button next to Product Category > assign a Product Category > Save & Close. This will assign the selected Product Category to both existing and future devices of this Product Name.
For information on how the Product field in synchronized for new and existing configuration items, refer to Device sync logic and frequency.If you have more than 500 Autotask PSA products, you will see empty text fields instead of drop-down lists in the Autotask PSA Product column when you run the Device Sync Setup for the first time. You will be able to enter:
• new - to create a new product
• none - to not sync a device type
• product ID:product name - to map an existing product, e.g. 29697556:Dell Latitude E5550
When you re-run the Device Sync Setup, your previous selections will be remembered.
|Autotask PSA Configuration Item Type||Optionally, select a matching Autotask PSA Configuration Item Type from the drop-down list for each Datto RMM device type. The drop-down contains all configuration item types as configured in PSA.
In PSA, a Configuration Item Type is the classification of a configuration item and it also determines which available user-defined fields you can apply.
We recommend that you re-run the device sync setup after every Datto RMM release to ensure that each Datto RMM device type is mapped to an Autotask PSA product.
- Click Next.
- On the Select Material Code page, select the material code that will be used for all devices mapped from Datto RMM to PSA.
Material Code is a required field in Autotask PSA. It is a billing code used for billing products associated with tickets, contracts, or projects.
- Click Next.
- On the Sync Options page, specify how Datto RMM should sync device information to PSA configuration items. You can select or deselect any of the following options:
- Overwrite PSA Reference Name when different from AEM Hostname (selected by default)
- Overwrite PSA Reference Number when different from AEM Device ID (selected by default)
These settings will apply to both the initial and any subsequent syncs.
For example, if at the initial sync, Datto RMM finds a matching PSA configuration item for a Datto RMM device, and that configuration item has a Reference Name, the value in the Reference Name field will be overwritten if the check box Overwrite PSA Reference Name when different from AEM Hostname is checked. The same logic will be applied at any subsequent sync.
- On the Select User-Defined Fields page, select the Sync User-Defined Fields check box to be able to select the user-defined fields that you would like to map as PSA configuration item user-defined fields. Click All to select all the user-defined fields. Click None to remove your selections.
Only account level user-defined fields will be synced, either with their default label, or with their account label (if they have one). The account labels will appear to the right of the default labels in the wizard.
Site labels (user-defined field labels at site level) will not be synced and will not be displayed in the wizard.
- Click Next.
- On the Device Sync Review page, review the product mappings, material code, sync options, and user-defined fields selected for device synchronization.
- Check Sync my devices now and click Save settings.
If you check Sync my devices now and save your settings, the wizard will close, and the integration page will be displayed. However, you may also leave the Sync my devices now option unchecked at this point and click Sync devices now... directly on the Autotask integration page.
New and existing devices are synced differently. For information about the device sync logic and its frequency, refer to the Device sync logic and frequency section below.
- You will now be directed to the Autotask integration page where you will see a summary of the device sync options you have selected.
Device sync logic
Datto RMM will attempt to find a matching PSA configuration item by applying the device sync logic outlined below. If it does not find a matching configuration item in the first step, it will continue to the next steps until it finds a match. If no match is found, a new configuration item will be created in PSA.
The following device sync logic will be applied:
- Find an active PSA configuration item with a UDF of AEM_DeviceUID matching the Datto RMM device ID.
If more than one configuration item is found, map the Datto RMM device to the oldest configuration item in the list.
If no matching configuration item is found, go to step 2.
- Find an active PSA configuration item with the same serial number as that of the Datto RMM device.
If more than one configuration item is found, map the Datto RMM device to the oldest configuration item in the list. However, if that configuration item already has a different AEM_DeviceUID UDF, then ignore it and go to step 4.
If no matching configuration item is found, go to step 3.
- Find an inactive PSA configuration item by Company ID and with a UDF of AEM_DeviceUID matching the Datto RMM device ID.
If more than one configuration item is found, map the Datto RMM device to the oldest configuration item in the list, and make that configuration item active.
If no matching configuration item is found, go to step 4.
- Create a new configuration item.
When a device is moved from one site to another in Datto RMM, the matching PSA configuration item will be inactivated in the old PSA company. In the new PSA company, either a new configuration item will be created or an existing configuration item with a matching AEM_DeviceUID will be made active.
If a PSA configuration item has been set to inactive but the Datto RMM device is still syncing with it, the configuration item will be made active again.
When a device is deleted in Datto RMM, the corresponding PSA configuration item will be inactivated.
The Product field of a PSA configuration item is only synchronized when a new configuration item is created. When an existing configuration item is synchronized, the Product field will not be overwritten.
Device sync frequency
New (unsynced) devices will sync immediately after an initial audit has occurred.
For existing (previously synced) devices, a device sync will be triggered once every 24 hours, even when the Sync devices now... option is used. If, at the time of synchronization, the existing mapping is no longer valid (e.g. the configuration item has been deleted, or details have changed, etc.), the device sync logic will be re-applied.
Alert rules allow you to handle Datto RMM alerts and their corresponding Autotask PSA alert tickets. You can configure alert rules that specify when an alert is considered a repeat of a previous alert (same monitor generates an alert on the same device within a specified time), or a related alert (different monitor generates an alert on the same device within a specified time). Both events generate a ticket note in PSA, making you aware of the context for the alert ticket.
Additionally, if an alert clears, you can specify how to handle the corresponding PSA ticket if the status is New, and if the status is not New or Complete.
If you are going to use the repeating / related alert functionality in Datto RMM, make sure that duplicate ticket handling for configuration items is disabled in PSA or configured to not override the Datto RMM threshold settings. For more information, refer to this topic in the PSA Online Help: Configure the Duplicate Ticket Handling System Setting.
- On the Autotask integration page, locate the Sync section and click Setup... next to Alert Rules.
- Configure your alert rules:
- Click Next.
- On the Alert Rules Review page, review the alert rules you have configured.
- Click Save settings.
- You will now be directed to the Autotask integration page where you will see a summary of the alert rules you have set up.
At times, you may want to edit your existing mapping rules or completely re-run your mapping analysis.
- Locate the Current Mapping Rules section on the Autotask integration page.
- To edit your existing mapping rules, click Edit mapping rules... and follow steps 15-18 of Configure company (site) and resource (user) mapping.
- To run your mapping analysis again, click Re-run mapping analysis.... You can leave the Keep my existing mappings option checked. This will keep your current mapping rules. If you uncheck the option, all previous mappings will be disregarded.
- Click OK. This will update your existing mapping rules between your Datto RMM sites and PSA companies. For further instructions, refer to steps 14-23 of Configure company (site) and resource (user) mapping.
You can discard the new analysis by clicking on Discard analysis....
You have the option to re-configure the integration with a new username and password while keeping all other settings intact.
- Click Setup in the Datto RMM Web Portal.
- Click the Autotask tab.
- Turn the Integration status OFF.
Turning the Integration status OFF will not make any changes to your preset options.
- Turn the Integration status back ON.
- Under General Settings, click Run setup wizard... and follow these instructions: Configure company (site) and resource (user) mapping.
You can disable the integration temporarily by setting the integration status to OFF under General Settings.
You can also disable individual settings by setting their status to OFF (Single Sign-On, Ticket Integration, Device Sync) or by removing the alert rules you set up.
Should you decide to turn off the integration altogether and remove all settings and links between Datto RMM and PSA, you will need to remove the Autotask component from your downloaded components. For further information on how to remove a component, refer to Manage components.
Select the Sync Exceptions radio button in the top right corner of the integration page to see a list of synchronization issues that have occurred in the integration within the past seven days. The error message and its details can help you troubleshoot issues more efficiently.
You can sort the data by clicking on any of the column headers.
After the initial setup of the integration within Datto RMM, further settings need to be configured in Autotask PSA.
After you have configured the integration in Datto RMM, permissions need to be granted within Autotask PSA to allow your resources to access the additional features from within Autotask PSA.
Refer to this topic in the PSA Online Help: Resource Permissions for the Advanced Endpoint Management Integration.
After you have enabled single sign-on in Datto RMM and configured resource permissions in PSA, you will be able to link your Autotask PSA user profile and your Datto RMM user account.
Refer to this topic in the PSA Online Help: Link / Unlink Your PSA and AEM User Profiles.
End users can submit tickets from their local machines. Refer to Agent ticketing for end users.
When a ticket is submitted, the following information is displayed in the Autotask PSA ticket:
- Configuration item - The Datto RMM device must be synchronized to Autotask PSA. Refer to Configure device synchronization. The Configuration Item Insight displays a variety of details about the configuration item. Click on the configuration item name to open the Edit Configuration Item page.
- Contact - The email address provided on the Support Request form is matched against existing contact email addresses in the mapped Autotask PSA company. If a match is found, the contact will be listed in the ticket.
- Title - The PSA ticket title will match the summary that the end user entered on the Support Request form.
- Description - The PSA ticket description will include the end user's name, email address, and phone number, and the urgency, impact, and description of the issue as entered on the Support Request form.
- Ticket attributes - Ticket attributes, such as Monitor Type, Queue, Issue, Sub-Issue, and Work Type are set based on the ticket integration settings. Refer to Configure ticket integration.
- Resource - By default, the PSA ticket is not assigned to any resource.
- Priority - By default, the PSA ticket's priority is set to Medium.
- Screenshot - The end user can choose to attach a screenshot to their support request form. If they do, the screenshot will be added to the PSA ticket.
- Device Change Log - The most recent device change log entries will automatically be added to the ticket.
- Device Snapshot - Outlines metrics such as CPU Usage, Disk Space Usage, Memory Usage, Missing Patches.
- Open Alerts - Shows open alerts for the device and site.
- Alert History - Displays the device's alert history in the last 24 hours/7 days/30 days.
For more information, click the question mark icon in the upper right corner of the Autotask PSA page. You will automatically be directed to the appropriate topic in the PSA Online Help.
If a monitor is configured to create a ticket when an alert is triggered for a Datto RMM device, and the device had already been mapped to a PSA configuration item, then PSA will attempt to pull the following information from the configuration item:
If data is found, the fields will automatically be filled in. If no data is found, or the Contact/Contract/SLA is inactive in the system, the ticket will be created without values for these fields.
The ticket due date and time will automatically be set to 7 days, however, you may modify this by applying a PSA workflow rule.
Once the PSA alert ticket has been created, the following Datto-RMM-specific information will be available by default:
|Ticket Category and Ticket Type
View Endpoint Management Alert
|The ticket is automatically assigned the Alert ticket category and the Alert ticket type.
The Ticket Title will be constructed as follows:
AEM Monitor Alert - [Monitor Alert] ([Monitor Trigger]) for [Device Name]
Click the View Endpoint Management Alert link to open the alert in Datto RMM.
||The Description will be constructed as follows:
This alert ticket was generated from AEM alert #[AEM Alert Number] for the trigger "[Monitor Alert] ([Monitor Trigger])" within the policy "[Policy]". The [Device Description] ([Device Manufacturer]) was last accessed by "[Name of Last Accessed User]" on [Last Access Date/Time]
The Datto RMM date/time format is used in the Ticket Description.
||When an alert ticket is opened in PSA, the following notes will be added to it by default:
• Device Snapshot - Outlines metrics such as CPU Usage, Disk Space Usage, Memory Usage, Missing Patches.
• Open Alerts - Shows other open alerts for the same device and for the same site.
• Alert History - Displays the device's alert history in the last 24 hours/7 days/30 days.
• Diagnostics - Displays diagnostic information about the device. This note is only added to the alert ticket if diagnostic details are available in the alert. Refer to View and act on alert information.
|AEM Device Insight
||The AEM Device Insight displays a variety of details about the device and allows you to use Datto RMM tools directly from within the PSA alert ticket. Refer to PSA additional device fields and tools.|
|Configuration Item Insight
||The Configuration Item Insight displays a variety of details about the configuration item. Click on the configuration item name to open the Edit Configuration Item page.|
For more information, click the question mark icon in the upper right corner of the Autotask PSA page. You will automatically be directed to the appropriate topic in the PSA Online Help.
If your Autotask PSA alert ticket gets completed through a workflow rule, you can use the same workflow rule to fire off an extension callout to resolve your original Datto RMM alert and all related alerts as well. Or, if the Autotask PSA alert ticket is not completed through a workflow rule, you can create a workflow rule to fire off an extension callout when an Autotask PSA alert ticket is set to complete.
Extension callouts provide data for automatic (round trip) ticket closure for RMM integrations. One of the actions a Service Desk workflow rule can perform in Autotask PSA is to trigger an extension callout. The association of workflow rules with extension callouts allows you to trigger extension callouts when needed, and only when needed.
To have a complete understanding of workflow rules and extension callouts, we strongly recommend that you get familiar with the following topics in the PSA Online Help:
Automatic Datto RMM alert closure will not occur unless, at the time the PSA alert ticket is completed, an extension callout has been set up and has been associated with either the workflow rule that closes the ticket, or a separate workflow rule that fires when a PSA alert ticket is completed.
- Log into Autotask PSA.
- Navigate to Autotask menu > Admin > Extensions & Integrations > Other Extensions & Tools > Extension Callout (Tickets).
- Click New Extension Callout.
- Enter a Name for the extension callout.
- Enter your Datto RMM platform URL in this form: <your-csm-url>/csm/autotask/resolveAlert
For example, if you are on the Merlot platform, the URL should look like this: https://merlot.centrastage.net/csm/autotask/resolveAlert
- Set the HTTP Transport Method to POST.
- Leave all of the other fields at their default selection. Make sure that the Active check box is selected.
- Click Save & Close.
- Make sure you have a PSA Service Desk workflow rule that is set up to close your PSA alert ticket, or a workflow rule that is set up to fire when the PSA alert ticket is completed. You can create a new rule or edit an existing one.
- In the Actions area of the workflow rule, select the correct extension callout from the Then Execute Extension Callout list.
- Click Save & Close.
You can map a Datto RMM site to an Autotask company upon creation of a new site. For further information, refer to Add a site.
When the advanced integration is enabled, PSA companies can be mapped to one or multiple Datto RMM sites. The mapping can take place in Datto RMM or PSA.
For further information, refer to this topic in the PSA Online Help: Navigate from the PSA Company to the AEM Site.
Workflow rules in Autotask PSA automatically perform certain updates and actions when specific events happen and conditions are met. You have a number of Datto-RMM-specific attributes available for use in PSA workflow rules.
To learn how to add and edit workflow rules, refer to the workflow rules topics in the PSA Online Help: Workflow Rules.
Two dashboard tabs are available to all users in Autotask PSA: AEM Alerts and AEM Devices.
- Log into Autotask PSA.
- Click the + sign in the dashboard tab strip or click the dashboard icon and select Add New Tab.
- On the Add New Tab page, select Start with a copy of a default tab.
- Choose either AEM Alerts or AEM Devices.
For more information, refer to this topic in the PSA Online Help: Integration Workflows.
Datto RMM devices appear in PSA in real time, without a manual device discovery process. We have added an Endpoint Management - Configuration Item Mapping page in PSA where you can assign a contact, billing contract and for recurring service contracts, a service or bundle to the device, or set the device as Reviewed for Contract (which takes it off the mapping page).
For more information, refer to this topic in the PSA Online Help: Map discovered devices to a contact and contract.
Datto RMM device information and tools are available within Autotask PSA.
If a configuration item has a Datto RMM device ID, the Edit Configuration Item page will display a Details from Endpoint Management section with read-only information from Datto RMM about the device. This information is available to all users. The fields include:
- Hostname, domain, and additional IPs
- Manufacturer and model
- Operating system name, version and service pack
- Architecture, processor and memory, and much more
For more information, refer to this topic in the PSA Online Help: Manually Add Configuration Items.
On the right-click and context menus of tickets generated from Datto RMM alerts and configuration items created from devices, you will see a sub-menu called Endpoint Management. The options include:
- Open alert
- Open device
- Open Agent Browser
- Remote takeover: RDP, VNC, Splashtop
For more information, refer to this topic in the PSA Online Help: Use Endpoint Management Tools from PSA.
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