Service ticket synchronization

You can create service tickets in Autotask from Sophos Fusion alerts or cases.

You must set up a rule to control which alerts create tickets. See Configure PSA alert rules.

You can turn on service ticket synchronization and choose which customers you want to use it for.

Set up ticket synchronization

Show me how

To set up synchronization, do as follows:

1. Click the Global Settings icon .
2. Click Platform and click PSA Integration.

3. On the PSA Integration page, click Manage Settings.

   

4. In Service ticket synchronization, click Configure.

   This opens the Configure service ticket synchronization dialog.

5. In Select notification type, select which Sophos Fusion notification type generates a PSA service ticket.

   • Alerts: Generates service tickets when Sophos Fusion raises alerts.
   • Cases: Generates service tickets when Sophos Fusion raises cases.

   You can also select both types.

6. Click Next.

   

7. In Configure Alert Creation, do as follows:

   1. Select the default properties to assign to generated tickets.

   2. In Ticket statuses, select the ticket statuses when an alert is generated, reopened, and acknowledged.

      Tip

      When an alert is acknowledged in Sophos Fusion, the corresponding ticket closes in Autotask.

   3. In Configure ticket priority, assign an Autotask ticket priority to each Sophos alert severity.

   4. Click Next.

   

8. In Configure Case Sync, do as follows:

   1. Select the default properties to assign to generated tickets.
   2. In Case ticket status mapping (MDR/XDR), map the Sophos case statuses to corresponding ticket statuses.
   3. In Case ticket note type, select a note type.
   4. In Case severity priority mapping, map the Sophos case severities to Autotask ticket priorities.
   5. Click Next.

   

9. In Configure notification rules, click Finish.

You can now turn on ticket synchronization for your customers.

Turn on ticket synchronization for selected customer

You can turn on Autotask ticket synchronization for your selected customer.

This creates tickets in Autotask for your selected customer using the rule you've set up. You can then manage and work on your tickets in Autotask as usual.

To turn on ticket synchronization for your selected customer, do as follows:

1. Click the Global Settings icon .
2. Click Platform and click PSA Integration.

3. On the PSA Integration page, click Manage Settings.

   

4. In Customers, make sure that the customer has an entry in the Autotask Customer Name column.

   Tip

   If a Sophos customer isn't mapped to an Autotask customer, click the Edit button , and then enter the name of the Sophos customer.

5. Turn on Enable Ticket for the selected customer.