RMM to PSA: alerts, tickets and closing the loop

Skills you'll practise

• Trace an RMM alert through company mapping, ticket rules and the PSA board to the technician
• Configure or request de-duplication and grouping so one condition produces one ticket
• Decide when automatic resolution of a ticket is safe and when a person must verify
• Explain why ticket statuses must be mapped between the RMM and the PSA
• Use alert-ticket reports to find noisy monitors and tune them

Course outline

1. 1.From alert to ticketLesson · 14 min
2. 2.One problem, one ticketLesson · 14 min
3. 3.Closing the loopLesson · 14 min
4. 4.RMM to PSA: alerts, tickets and closing the loop: knowledge checkKnowledge check · 15 questions
5. 5.Alert storm after a patch weekendScenario
6. 6.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Autotask PSA Help: Alert workflow (RMM alerts creating tickets, Incoming Email Processing, workflow rules)
• Autotask PSA Help: Introduction to tickets (ticket types, ticket numbers, tickets vs projects, ticket categories)
• ConnectWise Automate documentation: Configure the ConnectWise Manage (PSA) plugin (ticket status mapping between RMM and PSA)
• Syncro documentation: View & Act on Generated Alerts
• Syncro documentation: Work in Syncro's Policy Builder (alert and Auto-Resolve options)
• Syncro documentation: Automated Remediation
• General MSP service desk and PSA practice