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Automatically open and close RocketCyber tickets on your PSA - Connect IT Community | Kaseya
<main> <article class="userContent"> <h2 data-id="managed-customers-can-now-set-up-psa-integration-to-automatically-open-close-rocketcyber-incident-tickets-when-they-are-resolved">Managed customers can now set up PSA integration to automatically open/close RocketCyber incident tickets when they are resolved.</h2> <h3 data-id="overview">Overview</h3> <p>Why close tickets manually? There are programs to do that for you.</p> <h3 data-id="before-you-begin">Before You Begin</h3> <div data-hs-callout-type="tip"> <p>Want to <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360018051858" rel="noopener nofollow">automatically import your PSA customers</a> to RocketCyber?</p> </div> <h4 data-id="you-must-be-a-soc-customer">You must be a SOC customer</h4> <p>If you started with us after August 15, 2020, you're good.</p> <p>If you are a legacy Professional Plan customer and want to automatically create tickets, see <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360017916537" rel="undefined nofollow">Datto ticket creation</a> or <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360018052618" rel="undefined nofollow">ConnectWise ticket creation</a></p> <h4 data-id="for-datto-autotask-you-will-need">For Datto (Autotask), you will need:</h4> <ul><li>The <strong>username</strong> and <strong>secret</strong> from an API user <ul><li> <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360018052718" rel="noopener nofollow">Create a new API User</a> if needed</li> </ul></li> </ul><h4 data-id="for-connectwise-you-will-need">For ConnectWise, you will need:</h4> <ul><li>Your company id, host, public, and private API keys <ul><li> <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360018050638" rel="noopener nofollow">Create these</a> if needed</li> </ul></li> </ul><h4 data-id="for-kaseya-bms-you-will-need">For Kaseya BMS, you will need:</h4> <ul><li>Your company, username, password, and server URL <ul><li> <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360018052058" rel="noopener nofollow">Get these</a> if needed</li> </ul></li> </ul><h4 data-id="for-syncro-you-will-need">For Syncro, you will need:</h4> <ul><li>Your API key and subdomain <ul><li> <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Frocketcyber%2Fhc%2Fen-us%2Farticles%2F360017916177" rel="noopener nofollow">Create these</a> if needed</li> </ul></li> </ul><h3 data-id="process">Process</h3> <p>The steps in this process are nearly identical for Datto (Autotask) and ConnectWise. These instructions will work for both.</p> <ol><li>From the dashboard, use the nav menu on the left side to go to <strong>Integrations<img src="https://us.v-cdn.net/6032361/uploads/migrated/R3BGO6SFIZHN/screen-shot-2021-02-24-at-9-09-35-pm.png" alt="Screen_Shot_2021-02-24_at_9.09.35_PM.png" class="embedImage-img importedEmbed-img"></img></strong> </li> <li>Input the requested credentials <ol><li>If you want to automatically import customers from your PSA in this step, select <strong>import customers</strong> </li> </ol></li> <li>Click <strong>Create Integration</strong> </li> <li>For any customers you did not import from your PSA, we need to know what PSA company to assign their tickets. Click<strong> [Your PSA]-RocketCyber Customer Map<img src="https://us.v-cdn.net/6032361/uploads/migrated/47QSXOTHQGOL/find-customer-map-btn.png" alt="find-customer-map-btn.png" class="embedImage-img importedEmbed-img"></img></strong> <ol><li>Select what RocketCyber customer account to associate with each PSA company and click <strong>Save Integration Settings</strong> </li> </ol></li> <li>PSAs have various queues or boards that tickets can be on. Select where you want RocketCyber tickets to go and click <strong>Update Integration<img src="https://us.v-cdn.net/6032361/uploads/migrated/1VS58LOA3VYV/set-queue.png" alt="set-queue.png" class="embedImage-img importedEmbed-img"></img></strong> </li> <li>Both Autotask and ConnectWise allow extensive customization of ticket statuses. Select what status you want to be assigned to RocketCyber-created tickets. <ol><li>Newly Created - This is the status that will be assigned when the ticket is first created</li> <li>Updated Tickets - If you wish, select a different status to move the ticket to if RocketCyber changes incident details. This field is optional and can be left blank.</li> <li>Closed Tickets - Select a status to assign to close the ticket<img src="https://us.v-cdn.net/6032361/uploads/migrated/1B1U6TNP6ZWN/set-ticket-levels-png-1.png" alt="set-ticket-levels-png-1.png" class="embedImage-img importedEmbed-img"></img></li> </ol></li> <li>Click <strong>Update Integration</strong> </li> </ol><div data-hs-callout-type="warning"> <p>Some PSA configurations have multiple "Closed" options, some of which mark the ticket as complete but do not remove it from the dashboard. </p> <p>If you have different closed statuses in this way, make sure you select a status for "Closed Tickets" which will have the desired behavior. </p> </div> </article> </main>