Configure API alerts

If you have set up a ConnectWise or Autotask integration, you can create service tickets in ConnectWise or Autotask for Sophos Central alerts.

You must set up a rule to control which alerts create tickets. You can only create one alert rule and it applies to all customers that you turn on service ticket synchronization for. 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 could create a rule that creates a ticket for high and medium alerts for protection issues or you could 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.

You must configure your rule before you set up and turn on ticket synchronization.

Create API alert rule

To create an alert rule, do as follows:

1. Click Settings & Policies > Configure API Alerts.

   

2. In Set API Alert Rules for, click PSA Integrations.

   

3. Click +Create Rule.

   

4. Filter the types of alerts you want to create tickets for. To do this, click the blue arrow at the right of the alert type row and set up your filter.

   

5. You must give your rule a name. To do this, click the blue arrow and enter a name. You can also give a description.

6. Click Save.

Your rule appears in Configure API alerts.

You can now turn on service ticket synchronization. See Service ticket synchronization.

Manage API alert rules

You can edit or delete your rules.

Edit rule

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

If you don't choose all the filter options for severity, products or categories a blue tick doesn't appear next to the filter in Edit API Alerting Rule.

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To edit your rule, do as follows:

1. Click Settings & Policies > Configure API Alerts.
2. Select your rule and click the edit icon, .

3. Choose from the following:

   • To turn on or off all options for a filter, click the filter name in Edit API Alerting Rule.

   • To edit the options for a filter, click the blue arrow and make your changes.

4. Click Update when you've made your changes.

Delete rule

You must have an API alert rule to create tickets in ConnectWise. You're asked to turn off service ticket synchronization before you can delete your rule.

To delete your rule, do as follows:

1. Click Settings & Policies > Configure API Alerts.
2. Select your rule and click delete, .
3. In Disable Service Ticket, click Go To PSA.
4. In PSA Integration, turn off Service ticket synchronization.
5. In Turn off service ticket synchronization, click Confirm.