Overview

When SaaS Alerts has been integrated with Autotask PSA, the following abilities are provided:

Map SaaS Alerts organizations to Autotask PSA accounts
Map ticket fields like Source, Queue, Priority, Issue Type and Sub-Issue Type
Map specific SaaS Alerts alerts to a specific Issue Type and Sub-Issue Type
Map tickets to an account’s contract in Autotask PSA
Update an Autotask PSA contract with the number of billable SaaS Alerts end users being monitored for that organization.

Prerequisites/Foundational Information

In order to complete the connection wizard, the following items should be completed.

Create an API user in Autotask PSA and document the username and password
Create/determine (create a new customer and contact or use an existing customer/contact as a default) and then document the default “catch all” Customer and Contact to assign tickets to for unmapped organizations. A "Catch All" account is where tickets are created if they do not have a specific mapping for the customer/contact. Consider it a "default account to assign a ticket to".
Ensure that any PSA Account you will utilize with SaaS Alerts has at least one Contact created within it.
Give thought to, and then document, which PSA values you want to use for ticket creation.
Determine if you will utilize Issue Type/Sub-Issue Types, and what you would like the default values to be.
Determine how you would like to group alerts (User or User+Alerts).
Determine if you will utilize Contract mapping, and if so, determine/document the name and pricing for the Default Contract Service.

Create an API User

Follow the official instructions from Autotask on how to create a Dedicated API Integration Account in PSA.

TIP: Create a specific user for SaaS Alerts (rather than sharing an existing API Integration user) and include SaaS Alerts in the User Name to make it easy to find/troubleshoot in the future.

TIP: When adding the user, make sure to choose New API User (accessible from the down arrow), rather than clicking the “+ New”, which will create a standard user.

We recommend the following settings:

Setting	Value
First Name	SaaS Alerts
Last Name	API
Security Level	API User (system)
Primary Internal Location	Headquarters
Email Address	< Whatever your standard is >
Username (Key)	< Click Generate Key >
Password (Secret)	< Click Generate Secret >
Integration Vendor	SaaS Alerts - Network Security

Create/Document Catch All Customer and Contact

When a ticket (or note) is created in Autotask PSA, it will always be mapped to an Account and a Contact.

Ideally, each Organization within SaaS Alerts is mapped to a specific Account within the Customer Mapping section of the PSA integration wizard.

In the event that a specific Organization is not mapped, SaaS Alerts will utilize the Default/Catch All Customer and Contact to ensure that a ticket is created.

TIP: Create a specific Account and Contact the purpose of being the catch-all account, rather than using your MSP Account. For instance, create an Account called “Default Account” and create a contact called “Default Contact” within that Account. This keeps your MSP Account clean and separated from unmapped Organizations’ tickets in the future.

Ensure that every Account has a Contact

We assign each ticket (or note) to a Contact.

We always attempt to find the actual Contact by using the user’s email address from the alert to look up the corresponding contact within Autotask PSA.

In the event that we cannot find a Contact utilizing the email address, the ticket will be assigned to the default Contact for that Account.

TIP: Create a specific Contact in each Customer for the purpose of assigning tickets that are not able to be mapped to specific Contact. For instance, for ABC Account, you might create a Contact called “Alert Contact for ABC Account” and use that as the default when mapping the Organization to the Company/Contact.

Ticket Defaults for Service Parameters Screen

Each time a ticket is created, we set the following parameters:

Ticket Type
Ticket Source
Ticket Status
Ticket Queue
Ticket Priority

TIP: Consider the values you want to use for each of these mappings to help categorize and find tickets once they have been created. Document these settings to make the configuration in the wizard a snap.

Determine if you will use Issue Type / Sub-Issue Types

Issue Type and Issue Sub-Type fields on tickets can be used to help organize/filter tickets as well as to drive Workflows (see Workflow Rules documentation on the Autotask PSA site).

SaaS Alerts is very configurable in this area and supports the following combinations:

No Issue Type / Sub Issue type
Default Issue Type assigned to all tickets
Default Issue Type / Sub Issue Type assigned to all tickets
No Default Issue Type (or Sub Issue Type), with an override per specific Alert.
Default Issue Type (and Sub Issue Type), with an override per specific Alert.

TIP: Create a SaaS Alerts specific Issue Type and utilize this as the Default Issue Type. This allows you to quickly use this value to find tickets and/or use them for Workflows.

ADVANCED TIP: Do the above, and then create a few Sub-Issue Types based on different types of Alerts (IAM, Data Leakage, etc.). Then, map an Issue/Sub-Issue to specific alerts, so that Workflows can assign certain types of Issues/Sub-Issues to different queues or adjust priority.

Determine How to Group Alerts

Often, a single user will generate many alerts. To reduce the number of tickets created by SaaS Alerts, we provide two different ways to group those alerts: User and User+Alert.

User

When User is selected, the first alert generated for a specific user will create a ticket. All subsequent alerts - of any type - for that specific user will be added as notes to that ticket until that ticket is closed.

Example Logic:

user@domain.com triggers a “Too Many Downloads” alert.
We create a ticket, because this is the first alert that the user has ever had happen.
Then, 15 minutes later, the same user triggers a “Too Many Uploads” alert.
Since the user still has an open ticket in the system, we add the “Too Many Uploads” alert as a note to the initial ticket.
A tech at your organization reviews the ticket, determines that it is not an issue, adjusts the file alert limits for this particular user up, and they close the ticket.
15 minutes later, the same user triggers a “Multiple MFA Failures” alert.
Because the original ticket was closed, a new ticket is created for “Multiple MFA Failures” alert.

User+Alert

Selecting User+Alert will open a new ticket for each specific alert for a user. Subsequent alerts of the same type will be added as notes to the original ticket until that ticket is closed.

Example Logic:

user@domain.com triggers a “Too Many Downloads” alert.
We create a ticket because this is the first alert that the user has ever had happen.
Then, 15 minutes later, the same user triggers a “Too Many Uploads” alert.
Even though the user still has an open ticket in the system from the first alert, we create a new ticket for the “Too Many Uploads” alert, because it is a different type of alert.
A tech at your organization reviews the “Too Many Downloads” ticket, determines that it is not an issue, adjusts the file alert limits for this particular user up, and they close the ticket.
15 minutes later, the same user uploads a larger set of files and triggers another “Too Many Uploads” alert.
Because the “Too Many Uploads” ticket is still open, and the alert is identical, we add the “Too Many Uploads” alert as a note to the “Too Many Uploads” ticket.

Contract Mapping

SaaS Alerts support two levels of contract mapping:

Contract Mapping - enables the Contract to be added to each ticket that is created for a particular organization.
Adding a Contract Service line item to each mapped contract, and updating the user quantity for billing purposes.

In order to utilize the user count feature, a Default Contract Service will need to be created within Autotask PSA. You can do it through the Autotask PSA GUI by Adding a New Service.

Autotask PSA Integration Wizard

Start the Wizard to Add a New Connection

Go to the Settings screen inside the SaaS Alerts app.
Scroll down to PSA & Email, and click the “+” button.
Choose Autotask.

Set Credentials

Input the Autotask PSA API Username and the Password.
Choose Next.
If the information entered is correct, the Account Mapping Screen will be displayed.
If not, a red toaster will display to alert you of incorrect credentials. In this instance, it can be helpful to click the eye to display the password to make sure that you copy/pasted the proper data.

Account Mapping

The first step is to use the drop-down next to Account Types under Account Mapping (customer is a frequently used option) and this will allow the other fields to populate with options
In the Catch All PSA Account dropdown, choose the Account you want to assign unmapped Organizations to.
Choose the Catch All PSA Ticket Contact in the dropdown that appears after choosing the PSA Account.
To reduce the size of the list of PSA Accounts, you may choose an Account Type and set the Parent/Child dropdown to the appropriate setting.
For each PSA Customer you need to map to a SaaS Alerts Organization, find the PSA Customer on the left, and then match the SaaS Alerts Organization in the dropdown. You can use the search field to quickly drill down.
Once a SaaS Alerts Organization is selected in the dropdown, choose the appropriate PSA Ticket Contact in the dropdown list that is displayed next to it.
In the event that you have a PSA Account that you would like to add/import to SaaS Alerts, and have it automatically mapped for you you can choose “Create Organization” from the Actions menu.
If you would like to set a particular PSA Account to not be displayed in the mapping list any longer, you can choose “Ignore” and that Account will no longer be listed in the Unmapped section.
Once all mappings are complete, scroll down and choose Next.

TIP: You can edit the Autotask PSA connection any time in the future to adjust mappings or to add new ones.

Service Parameters

Use the Ticket parameters you documented in the prerequisite/foundational steps to set each of the Ticket defaults.
Set the Group alerts by dropdown to User or User+Alert based on your earlier decision.
OPTIONAL: Utilize the Issue Type / Sub-Issue Type default mappings as well as adding specific alert mappings in the optional section.
Once complete, scroll down and choose Next.

TIP: It's recommended to select the Group alerts by "User+Alert" setting, by doing so it will display the alert details in the subject/summary of the Autotask ticket and at the same time organize your tickets by username and alert.

Contract Mapping

As mentioned in the prerequisites section, Contract mapping supports two levels of functionality: ticket mapping, and the ability to add the number of billable users for that Organization to the Account’s contract as a line item.

Note: Contract Mapping (for tickets) must be enabled to access the User Count functionality.

Contract Mapping for Tickets

To enable Contract Mapping, slide the toggle to the right.
For each Account you would like to have the Contract functionality, choose to map that particular Account to the proper Contract.

Note: You do NOT need to map all Accounts. You can choose which Accounts as well as which specific Contract for that Account.

Contract Mapping for User Counts

To enable the User Count functionality, slide the toggle to the right.
Next, choose the Default Contract Service you created during the prerequisite section of this document.

NOTE: This Contract Service cannot be used on any of the mapped Contracts in the SaaS Alerts system. If you select a Contract Service that is already present, it will prevent you from moving forward. You will need to remove the Contract Service from the Contract in the Autotask PSA, or select a different Contract Service that is not currently in use.
For each PSA Account, place a checkmark in the Add Service to Contract box to enable User Counts for that particular Account.
Then, make sure that to place the proper Cost and Price (which will default from the PSA Contract Service) if you need to override the amounts for that particular Account.
Finally, scroll down and click Finish to complete the wizard.

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