Autotask PSA Integration

SECURITY  In Datto RMM, default security level of Administrator. In Autotask PSA, security level of API User. Refer to Permissions.

NAVIGATION  Setup > Autotask

Download the Autotask component from the ComStore to configure the integration.

IMPORTANT  If you have previously used Datto RMM 's standalone ticketing, note that as soon as you download the Autotask component, your Datto RMM standalone ticketing and ticket history will no longer be accessible. Therefore, you are advised to review and complete any open tickets before enabling the Autotask PSA integration. You can switch back to Datto RMM standalone ticketing by deleting the Autotask component, at which point your Datto RMM ticket history prior to downloading the Autotask component will become available again. For more information, refer to Disable the Autotask PSA integration.
You are also advised to re-configure your monitor settings after configuring the integration. For more information, refer to Manage monitors in the current UI or Monitors - New UI in the New UI.

1. Log in to the Datto RMM Web Portal.
2. Click the ComStore tab.
3. Enter Autotask into the search bar at the top and click the Search ComStore button.

4. Click on the search result, and click the Add to my Component Library button in the pop-up window. This will add the component to the list of your downloaded components. Click OK.

Once you have downloaded the Autotask component, you can access the Autotask Integration page.

1. Click Setup in the Datto RMM Web Portal.
2. Click the Autotask tab.
   

The first steps in the integration setup process are the following:

• Enable the integration.
• Map your PSA companies and resources to your Datto RMM sites and users.

IMPORTANT  Refer to the Permissions section in this document to learn about the required security level settings in both Datto RMM and Autotask PSA.

IMPORTANT  Only one Datto RMM account can be synchronized to an Autotask PSA database. Connecting an additional Datto RMM account to the same Autotask PSA database will remove the original link, and the existing integration will no longer function.

1. Toggle the Integration Status field to ON and click OK in the confirmation dialog box. This will launch the setup wizard, which opens the Autotask PSA Credentials page.

2. Enter your Autotask PSA Username and Password. This will enable the integration between Datto RMM and Autotask PSA.

IMPORTANT  We recommend that you use a PSA user account with a security level of API User (a non-billed PSA resource) to enable the integration. Refer to Permissions. This will help you avoid difficult situations, e.g. when the resource whose credentials were used for the integration changes their password or leaves the company. For more information about the API User, refer to these topics in the PSA Online Help: API User (system) and The API tracking identifier. Should you decide to use a different user as sync account, it would need to have Administrator security level in Autotask PSA.

3. Click Test connection...

If the credentials are valid, a green check mark will appear.

4. Click Next.
5. On the Autotask PSA Company Types page, select the PSA company types you want to retrieve.

6. Click Next.
7. On the Map Autotask PSA Resources page, you can map your Datto RMM users to specific resources and roles in Autotask PSA (optional).

NOTE  This is used when a ticket is mapped from Datto RMM to PSA and gets assigned to a primary resource and role in PSA.

NOTE  You must create your users in Datto RMM before you can map them to PSA resources. Refer to Add a user.

Field	Description
AEM User	The last name and first name of your Datto RMM user. The username is displayed in brackets. This field is not editable.
Autotask PSA Resource	The drop-down menu lists all resources that are currently active in Autotask PSA. Select a name from the list or start typing the name of the resource to narrow the list. The selected resource will be mapped to your Datto RMM user. IMPORTANT  Ensure that you do not link a Datto RMM user to an Autotask PSA resource with a security level of API User or Dashboard User. Resources with a security level of API User or Dashboard User cannot log in to PSA, nor can they be assigned to data, for example, a ticket. For more information, refer to the following in the PSA Online Help: API User (system), Dashboard User (system).
Autotask PSA Role	The drop-down menu lists all the roles that the selected resource is associated with in Autotask PSA. Choose one of the PSA roles that should be mapped to the Datto RMM user. NOTE  When you map a Datto RMM user to an Autotask PSA resource, you must select an Autotask PSA role. In PSA, you cannot assign a resource to a ticket without also assigning a role.

8. Click Next.
9. On the Review Integration Setup page, review the setup options you have selected so far.

10. Check Analyze site and company mapping now.
11. Click Save setup and confirm your request at the confirmation dialog box by clicking OK.
    The wizard will now compare your PSA company names to your Datto RMM site names and present a summary of possible matches. At the end of the process, you will see a confirmation dialog box confirming that the analysis has completed.

12. Review the mapping rules within the summary of possible mappings between your Datto RMM sites and PSA companies.

EXAMPLE  In this screenshot, you can see that there are two mapping rules in place, that is, two site/company names are identical in Datto RMM and PSA. However, two Datto RMM sites could not be matched to any of the PSA companies, and 144 PSA companies could not be mapped to any of the Datto RMM sites.

13. Select an Autotask Account Manager from the drop-down menu. This resource will be assigned as the Autotask PSA Account Manager for any new PSA companies created by Datto RMM.
14. If you would like the system to create new PSA companies and Datto RMM sites for those with no mappings, select the Create new companies and Create new sites radio buttons and proceed to step 21.

15. In some cases, you may wish to manually add new mapping rules on the Edit Mapping Rules page to avoid creating any duplicate companies and sites, as well as to have more control over which companies and sites should or should not be synced. Some of these cases are as follows:
• You think that more mapping rules should have been found, and it has only failed because the company and site names were slightly different.
• You would like the system to create new companies and sites for you, but you would like to make a few exceptions.
• You would like to map multiple Datto RMM sites to the same PSA company.
16. To manually add new mapping rules on the Edit Mapping Rules page, perform the following:

Under Add new mapping rule, click on the Start typing AEM site name... drop-down menu and type the name of a Datto RMM site or select it from the list. Then, map it to a PSA company name by clicking in the Start typing Autotask PSA company name... field and selecting the correct company.

Select Do not sync in either drop-down menu to specify which companies or sites should not be synced.

You can also opt to Create new site or Create new company by selecting that option in the respective drop-down menu.

NOTE  If you cannot find a Datto RMM site or a PSA company in the drop-down menus, then that site or company already has a mapping rule. Use the filters (New, Mapped, Unmapped sites, Unmapped companies) and/or the Search field in the same window under the Add new mapping rule area to search for existing mapping rules. The Unmapped sites and Unmapped companies filters will return sites and companies that are set to Do not sync. You can always delete any mapping rule by clicking the Delete mapping rule icon on the right of the screen. The site/company will then re-appear in the respective drop-down menu.

17. Once you have found the matching company or site, click the Add mapping rule icon on the right of the screen. This will add the new mapping rule to the bottom of the page.
    

NOTE  The PSA company column will show the PSA company ID in brackets.

NOTE  You can map more than one Datto RMM site to the same PSA company.

18. Click Save to save your new mapping rules.
19. You will now see an updated number next to your mapping rules on the Autotask Integration page.

20. If you would like the system to create new PSA companies and Datto RMM sites for the missing ones, select the Create new companies and Create new sites radio buttons.

If you would not like to map the rest of the missing companies and sites, select the Do not sync radio button next to them.

21. Click Accept and Continue....
22. Click OK on the confirmation dialog box. The mapping rules will be applied. A number of progress dialog boxes will appear.
23. Select Cancel mapping if you wish to cancel the mapping.
24. The current mapping rules will then be displayed on the page.

25. A new section called Sync will also be added to the Autotask Integration page.

A few things to note...

• If you need to update the resource to user mapping, follow steps 1-8 of the guide above.
• If you add a new site to your Datto RMM account, you have the option to map it to a PSA company straight away, and you do not have to re-run the mapping analysis of the integration. Refer to Adding a site.
• The site-to-company mapping is a manual process, and site or company name changes are not synchronized automatically. For example, if a Datto RMM site is already mapped to a PSA company and you change the name of either the site or the company, you need to re-run the mapping analysis to see the updated name. The mapping will still be based on the PSA company ID, but the new name will only appear if you re-run the analysis. Refer to Re-run mapping analysis.
• If you need to create a mapping between a site and a company that were both previously set as Do not sync, you will need to remove the Do not sync mapping rule entries for both the site and the company in order for the change to take effect.
• Changing a Datto RMM site name will not rename the mapped PSA company and vice versa.

SSO is an authentication process that allows a user to enter one username and password to access multiple (connected) systems.

If you would like to permit users to automatically log in to Datto RMM when clicking an SSO-enabled link from PSA, do the following:

1. Locate the Sync section on the Autotask Integration page.
2. Enable the Single Sign-On option by toggling it ON.

NOTE  Two-Factor Authentication should be enabled in both Autotask PSA and Datto RMM so users are always prompted for a one-time password when they log in to the first application.

NOTE  The first time you are logged in to PSA after enabling the SSO functionality and you click on a link to access Datto RMM , you will be asked to log in to your existing Datto RMM account to set up the link. Going forward, you will automatically be logged in to Datto RMM when clicking an SSO-enabled link from PSA. When establishing the SSO link, make sure that you link your PSA database to the correct Datto RMM account; that is, ensure that the Datto RMM login credentials you enter belong to the Datto RMM account integrated with your PSA database.
To remove the link in Datto RMM, refer to Edit a user.
To learn how to link or unlink your PSA user profile and Datto RMM user account in PSA, refer to this topic in the PSA Online Help: Linking or unlinking your PSA and RMM user profiles.

IMPORTANT  You can set up the Autotask PSA integration for multiple Datto RMM accounts that can all link to the same PSA database; however, only one of these Datto RMM accounts can have SSO enabled.

The next step in the integration setup process is to configure the ticket integration between Datto RMM and PSA:

1. Click Setup... next to Ticket Integration.
2. On the Ticket Defaults page, you can select the default values for the ticket source and priority that will be mapped from Datto RMM to PSA.

Field	Description
Source	From the drop-down menu, select the source you would like to assign to all alert tickets created in Autotask PSA by Datto RMM.
Priority mapping	Select an Autotask PSA ticket priority from the drop-down menu to map it to a Datto RMM alert priority.

3. Click Next.
4. On the Ticket Attributes page, you can map the queue, issue, sub-issue, and work type to the Autotask PSA alert ticket, for each monitor type, and for the end client Agent tickets.

Field	Description
Apply to all rows	Use this option to apply the same selection of Queue / Issue / Sub-Issue / Work Type to every monitor type / origin.
Monitor Type / Origin	Displays all Datto RMM monitor types and the end client Agent tickets (that is, tickets created from a device via the Agent installed).
Queue	The drop-down menus list all active queues as configured in PSA. Select a queue to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected queue. This field is required.
Issue	The drop-down menus list all active issue types as configured in PSA. Select an issue type to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected issue type. This field becomes active as soon as you select a queue. Selecting an issue type is optional. IMPORTANT  If you choose to select an Issue type, you must also select a Sub-Issue type. Otherwise, tickets will be created with neither.
Sub-Issue	The drop-down menus list all active sub-issue types for the selected issue type as configured in PSA. Select a sub-issue type to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected sub-issue type. Selecting a sub-issue type is optional.
Work Type	The drop-down menus list all active work types as configured in PSA. Select a work type to map it to each monitor type and the end client Agent tickets. When an alert ticket is created in PSA, it will be assigned the selected work type. This field becomes active as soon as you select a queue. Selecting a work type is optional.

IMPORTANT  If the selected queue, issue / sub-issue, or work type gets inactivated in Autotask PSA, the ticket integration will not work.

NOTE  We recommend that you re-run the ticket integration setup after every Datto RMM release to ensure that your monitor types are properly configured.

NOTE  In case a new monitor type has been introduced in Datto RMM and you have not re-configured the ticket integration for that monitor type yet, tickets created through that monitor will be assigned to the Monitoring Alert queue in PSA by default.

5. Click Next.
6. On the Ticket Note Defaults page, you can configure the default ticket note type and specify its default publish setting.

Field	Description
Default ticket note type	Select a default note type to map it to ticket notes manually created by users via Datto RMM. NOTE  Notes automatically created by Datto RMM will use the system note type RMM Note.
Default ticket note publish to	From the drop-down menu, select whether the default ticket note type should be published to All Autotask Users or Internal Project Team. If you choose Internal Project Team, the ticket note will be visible for internal users only. NOTE  Notes automatically created by Datto RMM will be published to internal users only.

7. Click Next.

8. On the Ticket Integration Review page, review the ticket integration options you have selected.

9. Click Save settings.

10. You will now be directed to the Autotask Integration page where you will see a summary of the ticket integration options you have selected. In addition, Ticket Integration will be automatically toggled ON.

NOTE  By default, tickets created from alerts are not assigned to any resource in Autotask PSA.

NOTE  If a monitor is configured to create a ticket when an alert is raised but the device cannot get synchronized to Autotask PSA (for example, the contract or contact of the Autotask PSA configuration item is inactive, the device sync is switched off, etc.), Datto RMM will queue the device sync event and will attempt to create a ticket 3 times (every time a device sync is triggered, approximately once every minute). If the device fails to be synchronized within this time frame, a ticket will still be created for the corresponding Autotask PSA company containing the device name and ID and a link to the device in Datto RMM. In case the Datto RMM site is no longer mapped to an Autotask PSA company, a ticket will be created for the zero account.

NOTE  If the ticket creation fails (for example, because of changes made to credentials, queues, categories, security settings, etc.), a notification email will be sent to the email addresses set to receive alerts in Account Settings. Refer to Email Recipients. The notification email will specify the error message and the reason for the error.

NOTE  You can switch off the ticket integration for individual sites in Site Settings. Refer to the Autotask PSA section in Site Settings.

NOTE  For information about Agent ticketing for end users, refer to Integrated ticketing with Autotask PSA.

The next step is to configure the device synchronization between Datto RMM and PSA.

NOTE  In PSA, devices that are installed for a customer company are called configuration items. As all configuration items are based on a product, Datto RMM devices must be mapped to PSA at product level.

1. On the Autotask Integration page, locate the Sync section and click Setup... next to Device Sync.
2. On the Select Autotask PSA Products page, map the Datto RMM device types to Autotask PSA products and configuration item types.

Field	Description
AEM Device Type	Device type as displayed in Datto RMM.
Autotask PSA Product	Select an existing Autotask PSA Product to map it to your Datto RMM device type, or allow the system to create a matching product in PSA for you. NOTE  We recommend that you allow the system to create a matching product if you do not see the corresponding Autotask PSA product. The new product will have a prefix of AEM_devicetype. This will help to differentiate them from existing PSA products. NOTE  Product Names created by the system (e.g. AEM_Laptop, AEM_Desktop, etc.) will not have Product Categories in Autotask PSA by default; the devices will be grouped in an Uncategorized Product Category. To change this, follow these steps in Autotask PSA: navigate to Autotask PSA Menu > Admin > Features & Settings > Products & Services > Products > search for the Product Name (e.g. AEM_Laptop) > select the context menu next to the Product and click Edit Product > select the context button next to Product Category > assign a Product Category > Save & Close. This will assign the selected Product Category to both existing and future devices of this Product Name. NOTE  For information on how the Product field in synchronized for new and existing configuration items, refer to Device sync logic and frequency. If you have more than 500 Autotask PSA products, you will see empty text fields instead of drop-down menus in the Autotask PSA Product column when you run the Device Sync Setup for the first time. You will be able to enter: • new: Create a new product. • none: If you don't want to sync a device type, enter none in the Autotask PSA Product column and select Do not map in the Autotask PSA Configuration Item Type column. • product ID:product name: Map an existing product, e.g. 29684965:Dell Latitude E5550. NOTE  You can find the product ID in Autotask PSA by navigating to Autotask PSA menu > Admin > Features & Settings > Products & Services > Products > search for a product > Edit Product. When you re-run the device sync setup, your previous selections will be remembered.
Autotask PSA Configuration Item Type	Optionally, select a matching Autotask PSA Configuration Item Type from the drop-down menu for each Datto RMM device type. The drop-down menu contains all configuration item types as configured in PSA. NOTE  In PSA, a Configuration Item Type is the classification of a configuration item. It also determines which available UDFs you can apply.

NOTE  We recommend that you re-run the device sync setup after every Datto RMM release to ensure that each Datto RMM device type is mapped to an Autotask PSA product.

3. Click Next.
4. On the Select Material Code page, select the material code that will be used for all devices mapped from Datto RMM to PSA.

NOTE  Material Code is a required field in Autotask PSA. It is a billing code used for billing products associated with tickets, contracts, or projects.

5. Click Next.
6. On the Sync Options page, specify how Datto RMM should sync device information to PSA configuration items. You can select or clear any of the following options:

• Overwrite PSA Reference Name when different from AEM Hostname (selected by default)
• Overwrite PSA Reference Number when different from AEM Device ID (selected by default)

EXAMPLE  For example, if at the initial sync Datto RMM finds a matching PSA configuration item for a Datto RMM device and that configuration item has a Reference Name, the value in the Reference Name field will be overwritten if the check box Overwrite PSA Reference Name when different from AEM Hostname is selected. The same logic will be applied at any subsequent sync.

NOTE  If the overwrite options are not selected in Datto RMM and the matching configuration item's Reference Name and Reference Number fields are empty in Autotask PSA, the fields will be populated with the device's hostname and device ID at the initial device sync.

7. Click Next.
8. On the Select User-Defined Fields page, select Sync User-Defined Fields to be able to select the UDFs that you would like to map as PSA configuration item UDFs. Click All to select all the UDFs. Click None to remove your selections.

NOTE  Only account-level UDFs will be synced, either with their default label or with their account label (if they have one). The account labels will appear to the right of the default labels in the wizard.
Site labels (UDF labels at site level) will not be synced and will not be displayed in the wizard.

NOTE  If you click the Refresh button , the screen will return to its last saved state.

9. Click Next.
10. On the Device Sync Review page, review the product mappings, material code, sync options, and UDFs selected for device synchronization.

11. Select Sync my devices now and click Save settings.

NOTE  If you check Sync my devices now and save your settings, the wizard will close and the integration page will appear. However, you may also clear the Sync my devices now option and click Sync devices now... directly on the Autotask Integration page.

NOTE  Only devices with complete audit data are synchronized.

NOTE  New and existing devices are synced differently. For information about the device sync logic and its frequency, refer to the Device sync logic and frequency section below.

12. You will now be directed back to the Autotask Integration page, where you will see a summary of the device sync options you have configured.

Device sync logic

Datto RMM will attempt to find a matching PSA configuration item by applying the device sync logic outlined below:

1. Check if the device has been audited or if it meets the audit exclusion criteria.
1. If the answer is no, skip the device.
2. If the answer is yes, go to the next step.

NOTE  The following device types are excluded from the audit requirement: Datto Networking devices, Datto Continuity devices, and network devices added to Datto RMM more than 24 hours ago.

2. Check if the device is already mapped to a PSA configuration item.
1. If a match is found, sync the device.
2. If no match is found, go to the next step.
3. Search for a PSA configuration item whose native field of AEMDeviceUID matches the Datto RMM device ID.

NOTE  The PSA native field of AEMDeviceUID is not visible in the PSA UI and it cannot be edited.

1. If a matching configuration item is found and it's active, map and sync the device. If it's inactive, activate it, then map and sync the device.

2. If no match is found, go to the next step.

4. In the PSA company mapped to the RMM site or sites, search for a PSA configuration item that has the same hostname (in PSA: Reference Name) and serial number as the Datto RMM device.
   1. If only one matching configuration item is found and it's active, populate the PSA native field of AEMDeviceUID with the Datto RMM device ID, then map and sync the device.
      If the configuration item is inactive, activate it, populate the native field of AEMDeviceUID, then map and sync the device.
   2. If more than one matching configuration item is found and they are active, identify the oldest, populate the PSA native field of AEMDeviceUID with the Datto RMM device ID, then map and sync the device.
      If the configuration items are inactive, identify the oldest, activate it, populate the native field of AEMDeviceUID, then map and sync the device.
   3. If no match is found, go to the next step.
5. Check if there are multiple devices with the same serial number in the RMM site or sites that are mapped to the PSA company.
   1. If multiple matching devices are found, go to step 7.
   2. If only one matching device is found, go to the next step.
6. Search for a PSA configuration item that has the same serial number as the Datto RMM device.
   1. If a match is found, repeat the same checks as in steps 4.1 and 4.2.
   2. If no match is found, go to the next step.
7. Create a new PSA configuration item, populate the native field of AEMDeviceUID, then map and sync the device.

A few notes to consider

• When a device is moved from one site to another in Datto RMM, the matching PSA configuration item will be inactivated in the old PSA company. In the new PSA company, either a new configuration item will be created or an existing configuration item with a matching AEMDeviceUID will be made active.

• If a PSA configuration item has been set to inactive but the Datto RMM device is still syncing with it, the configuration item will be made active again.

• When a device is deleted in Datto RMM, the corresponding PSA configuration item will be inactivated.

• The Product and Configuration Item Type fields of a PSA configuration item are only synchronized (applied) when a new configuration item is created. When an existing configuration item is synchronized, the Product and Configuration Item Type fields will not be overwritten.

Device sync frequency

New (unsynced) devices will sync immediately after an initial audit has occurred.

For existing (previously synced) devices, a device sync will be triggered once every 24 hours, even when the Sync devices now... option is used. If, at the time of synchronization, the existing mapping is no longer valid (for example, the configuration item has been deleted, details have changed, etc.), the device sync logic will be re-applied.

Alert rules allow you to handle Datto RMM alerts and their corresponding Autotask PSA alert tickets. You can configure alert rules that specify when an alert is considered a repeat of a previous alert (the same monitor generates an alert on the same device within a specified time), or a related alert (a different monitor generates an alert on the same device within a specified time). Both events generate a ticket note in PSA, making you aware of the context for the alert ticket.

Additionally, if an alert clears, you can specify how to handle the corresponding PSA ticket if the status is New and if the status is not New or Complete.

IMPORTANT  If you are going to use the repeating / related alert functionality in Datto RMM, ensure duplicate ticket handling for configuration items is disabled in PSA. Refer to this topic in the PSA Online Help: Configure the Duplicate Ticket Handling system setting.

1. On the Autotask Integration page, locate the Sync section and click Setup... next to Alert Rules.

2. Configure your alert rules:

Repeating and Related Alerts
Alert rule	You can define when you consider a Datto RMM alert to be repeating or related. • On the Repeating Alerts page, select the Consider an AEM alert to be repeating if any Autotask PSA alert tickets have been created for the same monitor and the same device ... check box. • On the Related Alerts page, select the Consider an AEM alert to be related if any Autotask PSA alert tickets have been created for the same device (but a different monitor) ... check box. NOTE  After the PSA 2017.1 release, repeating and related alert notes are only added to open PSA tickets.
Time threshold	Once any of the above check boxes has been set to active, you can set a time threshold to be used with these alerts. Select minutes, hours, or days from the drop-down menu and enter a number in the field. The threshold is based off the original alert. NOTE  The maximum value in each of the fields is 60 days / 99 hours / 999 minutes. You can only use integers.
Self-Healed and Cleared Alerts
Alert rule	You can define how an alert should self-heal or clear. • To enable self-healed alerts handling, select the If an AEM alert clears and its corresponding Autotask PSA alert ticket's status is New (self-heal), add a note to the existing Autotask alert ticket and set its status to: check box. • To enable cleared alerts handling, select the If an AEM alert clears and its corresponding Autotask PSA alert ticket's status is NOT New or Complete, add a note to the existing Autotask PSA alert ticket and set its status to: check box.
Status change	Once any of the above check boxes has been set to active, you can set the status of the Autotask PSA alert ticket by choosing it from the drop-down menu. NOTE  The drop-down menu contains all active statuses as configured in PSA. Choose No change if you would not like the status to be updated.

3. Click Next.
4. On the Alert Rules Review page, review the alert rules you have configured.

5. Click Save settings.
6. You will now be directed back to the Autotask Integration page where you will see a summary of the alert rules you have set up.

At times, you may want to edit your existing mapping rules or completely re-run your mapping analysis.

1. Locate the Current Mapping Rules section on the Autotask Integration page.
2. To edit your existing mapping rules, click Edit mapping rules... and follow steps 15-18 of Configure company (site) and resource (user) mapping.
3. To run your mapping analysis again, click Re-run mapping analysis.... You can leave the Keep my existing mappings option checked. This will keep your current mapping rules. If you clear the option, all previous mappings will be disregarded.

4. Click OK. This will update your existing mapping rules between your Datto RMM sites and PSA companies. For further instructions, refer to steps 14-24 of Configure company (site) and resource (user) mapping.

NOTE  You can discard the new analysis by clicking on Discard analysis....

You have the option to re-configure the integration with a new Autotask PSA username and password while keeping all other settings intact.

1. Click Setup in the Datto RMM Web Portal.
2. Click the Autotask tab.

3. Under General Settings, click Run setup wizard... and follow these instructions: Configure company (site) and resource (user) mapping.

IMPORTANT  Only one Datto RMM account can be synchronized to an Autotask PSA database. Connecting an additional Datto RMM account to the same Autotask PSA database will remove the original link, and the existing integration will no longer function.

You can disable the integration temporarily by setting the integration status to OFF under General Settings.

You can also disable individual settings by setting their status to OFF (Single Sign-On, Ticket Integration, Device Sync) or by removing the alert rules you set up.

Should you decide to turn off the integration altogether and remove all settings and links between Datto RMM and PSA, you will need to remove the Autotask component from your downloaded components. For further information on how to remove a component, refer to Managing components.

Select the Sync Exceptions radio button in the top right corner of the integration page to see a list of synchronization issues that have occurred in the integration within the past seven days. The error message and its details can help you troubleshoot issues more efficiently.

The page will display the following information:

Field	Description
Actions	Refreshes the current view.
Show entries	Allows you to show 10 / 25 / 50 / 100 entries per page.
Error	Error message returned by the API.
Resolution	Root of the problem. Click Show message details to see further details. Examples of the most common issues include: • Invalid sync account credentials • Inactive PSA contract • Non-existent or invalid PSA product • Site not mapped to PSA • Non-existent PSA queue • Non-existent or invalid PSA account • Invalid PSA resource / role combination • PSA configuration item not associated with PSA account • Non-existent PSA UDF • And more
Started	Date and time when the issue first occurred.
Last	Date and time when the issue last occurred.
Count	Number of instances of the error.
Previous / Next	Click Previous / Next to see the previous or next page of results.

NOTE  You can sort the data by clicking on any of the column headers.

After you have configured the integration in Datto RMM , permissions need to be granted within Autotask PSA to allow your resources to access the additional features from within Autotask PSA.

Refer to this topic in the PSA Online Help: Resource Permissions for the Datto RMM Integration.

After you have enabled SSO in Datto RMM and configured resource permissions in PSA, you will be able to link your Autotask PSA user profile and your Datto RMM user account.

Refer to this topic in the PSA Online Help: Linking or unlinking your PSA and RMM user profiles.

If a monitor is configured to create a ticket when an alert is triggered for a Datto RMM device, and the device had already been mapped to a PSA configuration item, PSA will attempt to pull the following information from the configuration item:

• Contact
• Contract
• Service/Bundle
• Service Level Agreement (SLA)

If data is found, the fields will be automatically populated. If no data is found or the Contact, Contract, or SLA is inactive in the system, the ticket will be created without values for these fields. The ticket due date and time will be automatically set to 7 days; however, you may modify this by applying a PSA workflow rule. Once the PSA alert ticket has been created, the following information specific to Datto RMM information will be available:

Section	Description
Ticket Category Ticket Type Ticket Title View Datto RMM Alert link	The ticket is automatically assigned the AEM Alert ticket category and the Alert ticket type. The Ticket Title will be constructed as follows: [Monitor Alert] ([Monitor Trigger]) for [Hostname] Click View Datto RMM Alert to open the alert in Datto RMM.
Description	The Description will be constructed as follows: This alert ticket was generated from AEM alert #[Alert Number] for the trigger "[Monitor Alert] ([Monitor Trigger])" within the policy "[Policy]". We last saw this [Model] ([Manufacturer]) device online at [Last Updated] UTC. The last known user was "[Last User]". NOTE  The Datto RMM date/time format is used in the Ticket Description.
Activity tab	When an alert ticket is opened in PSA, the following notes will be added to it by default: • Device Snapshot: Outlines metrics such as CPU Usage, Disk Space Usage, Memory Usage, Missing Patches. • Open Alerts: Shows other open alerts for the same device and for the same site. • Alert History: Displays the device's alert history in the last 24 hours/7 days/30 days. • Diagnostics: Displays diagnostic information about the device. This note is only added to the alert ticket if diagnostic details are available in the alert. Refer to View and act on alert information.
Datto RMM Device Insight	The Datto RMM Device Insight displays a variety of details about the device. It also allows you to use Datto RMM tools directly from within the PSA alert ticket. Refer to RMM and BCDR Device insights and Using Datto RMM and BCDR tools from PSA in the PSA Online Help.
Configuration Item Insight	The Configuration Item Insight displays a variety of details about the configuration item in PSA. Refer to Ticket insights in the PSA Online Help.

For more information, click the question mark icon in the upper right corner of the Autotask PSA page. You will automatically be directed to the appropriate topic in the Autotask PSA Online Help.

If your Autotask PSA alert ticket gets completed via a workflow rule, you can use the same workflow rule to trigger an extension callout to resolve your original Datto RMM alert (and all related alerts as well). Or, if the Autotask PSA alert ticket is not completed via a workflow rule, you can create a workflow rule to trigger an extension callout when an Autotask PSA alert ticket is set to complete.

Extension callouts provide data for automatic (round trip) ticket closure for Datto RMM integrations. One of the actions a Service Desk workflow rule can perform in Autotask PSA is to trigger an extension callout. The association of workflow rules with extension callouts allows you to trigger extension callouts when needed, and only when needed.

To have a complete understanding of workflow rules and extension callouts, we strongly recommend that you get familiar with the following topics in the PSA Online Help:

• Setting up automatic ticket closure with extension callouts
• Adding, editing, and copying workflow rules

IMPORTANT  Automatic Datto RMM alert closure will not occur unless, at the time the PSA alert ticket is completed, an extension callout has been set up and has been associated with either the workflow rule that closes the ticket or a separate workflow rule that fires when a PSA alert ticket is completed.