How do I manage alerts for ConnectWise PSA?

Alerting setup must be completed in ConnectWise PSA first and then in Auvik.

Configure ConnectWise PSA for alert notification with Auvik

This article includes instructions for:

• Adding service boards
• Activating service-board statuses
• Adding service-board statuses
• Adding priorities
• Adding an alert source

Configure Auvik for alert notification to ConnectWise PSA

This article includes instructions for:

• Mapping alert severities to ConnectWise priorities
• Mapping alert statuses
• Setting a default service board
• Creating notification channels
• Associating notification channels with alerts
• Reviewing notification channels in use
• Finding alerts integrated with ConnectWise PSA

Do I need an Auvik collector for alerts to create ConnectWise tickets?

A collector is not required for alerts generated by cloud-based monitoring, such as Cloud Ping Checks that monitor public IP addresses or FQDNs.

The Auvik cloud performs the monitoring for these checks. When the check triggers an alert, the alert can be sent to ConnectWise PSA through the configured integration and notification channel.

A collector is typically required for internal devices and services that are reachable only from the customer’s network.

Examples include:

• Internal switches, routers, firewalls, and access points
• Private IP addresses
• Internal servers and workstations
• Internal services monitored from the customer network
• SNMP, SSH, WMI, or API-monitored devices
• Internal Ping Checks

For these alerts, the collector must be online and able to reach the monitored devices or services. If the collector is offline or cannot reach the internal network, Auvik may not receive the information required to generate the alert and create the ConnectWise ticket.

What to verify when no collector is required

For cloud-based monitoring, verify the following:

• The Cloud Ping Check or external service is configured and active.
• The ConnectWise PSA integration is connected and authenticated.
• The Auvik client or site is mapped to the correct ConnectWise company.
• The ConnectWise service board is active.
• The required service-board status is active.
• Alert severity and priority mappings are configured.
• The alert definition is enabled and scoped to the monitored service.
• The ConnectWise notification channel is associated with the alert.
• The notification channel is enabled for the mapped client or site.
• Any maintenance window or suppression rule is not preventing the notification.

What to verify when a collector is required

For internal devices or services, verify the following:

• A collector is deployed and approved for the site.
• The collector is online and connected to the Auvik cloud.
• The collector can reach the monitored device or service.
• Required protocols and ports are available.
• The device or service is discovered and actively monitored.
• The alert definition includes the intended device or service.
• The ConnectWise notification channel is associated with the alert.
• The site or client is mapped to the correct ConnectWise company.

How to confirm alert delivery

1. Open the alert in Auvik.
2. Confirm that the alert triggered.
3. Review the alert’s Dispatched status, if available.
4. Check the External Ticket ID field, if available.
5. Review the mapped ConnectWise service board and company.
6. Confirm that the ticket was created with the expected priority and status.

If the alert appears in Auvik but no ticket is created, review the alert scope, notification-channel association, site mapping, service-board configuration, and integration status.

Testing the configuration

Use a cloud-based test check or a non-production internal device where possible.

For cloud-based monitoring:

1. Select a non-production Cloud Ping Check or external service.
2. Confirm that the check is associated with the intended alert.
3. Confirm that the site or client is mapped to the correct ConnectWise company.
4. Trigger the test using an approved method.
5. Confirm that the alert appears in Auvik.
6. Confirm that a ConnectWise ticket is created on the expected service board.

For internal monitoring:

1. Select a non-production device or service.
2. Confirm that the assigned collector is online and can reach it.
3. Trigger the test using an approved, non-disruptive method.
4. Confirm that the alert appears in Auvik.
5. Confirm that the ConnectWise ticket is created.
6. Restore any temporary test settings.

Do not intentionally interrupt a production device, service, collector, or network path without approval and a rollback plan.

If tickets are not created

Check the following:

• The alert actually triggered.
• The alert is enabled.
• The monitored service or device is in scope.
• The correct notification channel is associated.
• The Auvik client or site is mapped to the correct ConnectWise company.
• The ConnectWise service board is active.
• The mapped service-board status is active.
• Alert severity and priority mappings are valid.
• The integration is connected and authenticated.
• The ConnectWise API user has permission to create tickets for the company and service board.
• A maintenance window or suppression rule is not blocking the notification.
• ConnectWise workflow rules are not rejecting, redirecting, merging, or immediately closing the ticket.
• A Legacy alert and an Alerts v2 alert are not both creating tickets for the same condition.

If an internal alert stops during a collector outage, confirm that the collector was online and had reachability to the monitored device or service.

Related articles

• Integrating Auvik with ConnectWise PSA
• How do I set up and configure an integration between Auvik and ConnectWise PSA?
• How do I map ConnectWise PSA companies to Auvik sites?
• How do I monitor my internet connection status?
• How to Alert on Packet Loss on Cloud Ping Checks
• How do I manage my collectors?