Configure PSA alert rules

You must set up a rule to control which alerts create tickets. We recommend that you make the filters for your rule as specific as possible to manage the ticket volume. We create a ticket in ConnectWise or Autotask for each alert type you've chosen.

You can create filters for your rule based on the severity of the alerts, products, and categories. We create tickets based on the combination of filters you choose. For example, you can create a rule that creates a ticket for high and medium alerts for protection issues, or create a rule that creates tickets for high alerts for all products.

When you turn on service ticket synchronization for a customer, we create tickets in your chosen service board in ConnectWise or service tickets in Autotask. You can then manage these tickets and work on them in ConnectWise or Autotask as you usually would.

Create a PSA alert rule

Show me how

To create an alert rule, do as follows:

1. Click the Settings & Policies icon, and then click Configure PSA alert rules.
2. Under Alerts Rules, click Add rule.

3. On the Add PSA alerts rule page, do as follows:

   1. Enter a rule name and, optionally, a rule description.

   2. Click Customers and choose from the following options:

      • All customers: Generates tickets for all current and future customers.
      • Only selected customers: Generates tickets for selected customers. You must select the specific customers that you want to add.

   3. Click By Severity and choose from the following options:

      • All severities: Generates tickets for all current and future severities.
      • Only selected severities: Generates tickets for selected severities. Select High alert, Medium alert, or Info alert.

   4. Click By Product and choose from the following options:

      • All products: Generates tickets for all current and future products.
      • Only selected products: Generates tickets for selected products. Select form the list of products.

   5. Click By Category and choose from the following options:

      • All categories: Generates tickets for all current and future categories.
      • Only selected categories: Generates tickets for selected categories. Select from the list of categories.

4. Click Save.

Your rule appears on the Configure PSA alerts rules page, under Alerts Rules.

You can now turn on service ticket synchronization. See the following pages:

• To turn on service ticket synchronization for Autotask, see Service ticket synchronization.
• To turn on service ticket synchronization for ConnectWise, see Service ticket synchronization.

Manage PSA alert rules

You can edit or delete your rules.

Edit a PSA alert rule

Any changes you make apply to all customers that you've turned on service ticket synchronization for.

To edit your rule, do as follows:

1. Click the Settings & Policies icon, and then click Configure PSA alert rules.
2. Click the Edit icon next to the rule you want to edit.
3. On the Add PSA alerts rule page, edit the filters.
4. Click Save to save your changes.

Delete a PSA alert rule

Show me how

You must have an API alert rule to create tickets in ConnectWise.

To delete your rule, do as follows:

1. Click the Settings & Policies icon, and then click Configure PSA alert rules.
2. Select a rule and click the Delete icon .
3. On the Delete rule dialog, click Delete.

Turn off an alert rule

Show me how

To turn off an alert rule, do as follows:

1. Click the Settings & Policies icon, and then click Configure PSA alert rules.
2. Under Alert Rules, turn off the alert rule.
3. On the Make this rule inactive dialog, click Make inactive to confirm.

Exceptions

The Exceptions list shows the exceptions you've set. These change the frequency of email alerts for certain alert types.

You set exceptions in individual alert details on the Alerts page in Sophos Central. You can also edit them in the Exceptions list.