Configure Auvik for alert notifications to ConnectWise PSA

Now that ConnectWise PSA has been set up for ticket queues, we can put that configuration to use in the Auvik / ConnectWise PSA integration.

• Alert severity mapping
• Alert status mapping
  • Add a status mapping
  • Edit a status mapping
  • Delete a status mapping
  • Set a default service board
• Notification channels in use
• Finding integrated alerts

Alert severity mapping

You can map Auvik alert severities to your ConnectWise PSA priorities. The priority values that appear for ConnectWise PSA will match your ConnectWise PSA configuration.

Before you add ConnectWise PSA service boards, make sure each board you’re adding is fully configured. A service board and its status must be active for it to be used. If the service board or a mapped status are inactive, Auvik alerts won’t create or update tickets in ConnectWise PSA.

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise Manage integration.
3. Click the Manage Alerts tab.
4. Select the appropriate severity mapping for each of the Auvik alert severities.
5. Click Save.

Alert Status Mappings

If you don’t add a new status mapping, Auvik uses the default service board in ConnectWise PSA.

How to add a status mapping

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise PSA integration.
3. Click the Manage Alerts tab.
4. Click the Add Status Mapping button.
5. Select the service board you want to send Auvik alerts to.
6. If all new Auvik alerts are to be sent to this board, check Create new ConnectWise tickets on this Service Board.
7. Select the applicable ConnectWise PSA statuses to be mapped to Auvik.
8. From the Dismiss Auvik alert when ConnectWise ticket is multi-select box, select the ConnectWise PSA status(es) that will dismiss an opened Auvik alert.
9. From the If ConnectWise ticket status is multi-select box, select the ConnectWise PSA status(es) that should be reopened if the Auvik alert has not been cleared in 15 minutes, 1 hour, or 1 day from the alert being triggered.
10. Select a source to be identified on new tickets.
11. Click Save.

Repeat steps 4 through 11 to add all ConnectWise PSA service boards that could potentially be used for an Auvik alert. If you plan on having the alert be sent to a triage board (for example), and then moved to another board for action, both boards must be loaded into Auvik. This ensures that if the Auvik alert moves between boards, we maintain a link to the board and the callbacks between Auvik and ConnectWise PSA continue to function for the alert.

You can also add a distinct notification channel for each ConnectWise PSA service board. This is great if you have different boards set up for different work, or want different priority alerts to be sent to different boards.

Within the configuration for a new ticket queue (steps 8 and 9), you can select a status to either dismiss or reopen an Auvik alert. There are a few variations within this configuration to be aware of.

Configuration	Behavior
Leave both the Dismiss Auvik alert with ConnectWise PSA ticket is and If ConnectWise PSA ticket status is options blank.	Closes the ticket in ConnectWise PSA and does not send a callback into Auvik to close the ticket.
Set a status for Dismiss Auvik alert with ConnectWise PSA ticket is but leave If ConnectWise PSA ticket status is option blank.	Closes the ticket in ConnectWise PSA and dismisses the alert in Auvik. The If ConnectWise PSA ticket status is setting is ignored.
Set matching statuses for Dismiss Auvik alert with ConnectWise PSA ticket is and If ConnectWise PSA ticket status is.	Closes the ticket in ConnectWise PSA and dismisses the alert in Auvik. The If ConnectWise PSA ticket status is setting is ignored.
Set different statuses for Dismiss Auvik alert with ConnectWise PSA ticket is and If ConnectWise PSA ticket status is.	Dismisses the alert in Auvik when the status set for Dismiss Auvik alert with ConnectWise PSA ticket is is selected. Either closes the Auvik alert or reopens the ConnectWise PSA ticket when the status for ConnectWise PSA ticket is and If ConnectWise PSA ticket status is is selected. *
Reopen the ConnectWise PSA ticket based on the status selected for ConnectWise PSA ticket is and If ConnectWise PSA ticket status is and the period is not set to Never AND the Auvik alert is still active, reopen the ticket in ConnectWise PSA after time.* Available period options are - 15 minutes, 1 hour, 1 day, or Never.	Reopens the ConnectWise PSA ticket if the Auvik ticket is still open. To prevent the ConnectWise PSA ticket from being reopened if the Auvik alert is still open, select the AND the Auvik alert is still active, reopen the ticket in ConnectWise PSA after time period of None.

How to edit a status mapping

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise PSA integration.
3. Click the Manage Alerts tab.
4. In the list of alert status mappings, find the one you want to edit. Check the box at the beginning of its row.
5. Click the Edit button.
6. Make any edits you want.
7. Click Save

How to delete a status mapping

You should only delete a board if there are no Auvik alerts associated with it. If there are any Auvik alerts associated with a board you want to delete, we recommend first moving the ticket(s) in ConnectWise PSA to a board that’s still configured in Auvik. This will ensure the alert(s) can still be updated as needed.

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise PSA integration.
3. Click the Manage Alerts tab.
4. In the list of alert status mappings, find the status mapping(s) you want to delete. Click the box at the beginning of each row.
5. Click Delete.
6. Confirm the cancellation by clicking Delete.

How to set a new default service board

Changing the default service board sets the default on any new alerts going forward. The previous default board remains on all existing Auvik alerts and ConnectWise PSA tickets.

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise PSA integration.
3. Click the Manage Alerts tab.
4. In the list of alert status mappings, find the status mapping you want to set as the default. Check the ticket creation default next to the edit pencil.
5. Click Default.

Note: If you don’t set a default board, Auvik uses the default board in ConnectWise PSA.

Notification channels in use

You can see a quick summary of the notification channels being used by the integration, including which clients are mapped and enabled for alerting. You can also see how many alerts have been associated to the channel.

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise PSA integration.
3. Click the Manage Alerts tab.
4. Scroll down to the bottom of the page.

Finding integrated alerts

Details for all notifications sent from Auvik to ConnectWise PSA can be found in four places

• Service Desk > Service Board
• Service Desk > Service Ticket Search

• The Service tab when viewing a configuration that's been synced

• The Service tab when viewing a company record

If new Auvik alerts aren’t opening new ConnectWise PSA tickets, aren’t clearing tickets, or are dismissing and not reopening tickets, see How do I troubleshoot issues with my Auvik / ConnectWise PSA integration? for possible resolutions.

So far, you’ve mapped clients, set up inventory sync, and mapped alerts for your ConnectWise PSA integration. Now you’re ready to create a notification channel and associate it to the alerts that are synced to ConnectWise PSA.