Autotask PSA Integration

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)

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Permissions

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.
  • 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.

How to...

Autotask PSA setup

After the initial setup of the integration within Datto RMM , further settings need to be configured in Autotask PSA.

Additional features

 

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