Integrate professional services automation (PSA) with Nerdio Manager

Nerdio Manager allows you to integrate professional service automation (PSA) solutions with Nerdio's notification actions. This level of integration enables Nerdio Manager to create, update, and close tickets as events happen within your customer environments.

The functionality follows the notification condition types, including:

• Task conditions

• Usage conditions

• Backup conditions

• AD user management conditions

Supported PSA tools include:

• HaloPSA

• Connectwise PSA

• Datto Autotask PSA

Before you create a PSA integration in Nerdio Manager, you first need to set up and configure your PSA solution.

Set up HaloPSA integration

To integrate HaloPSA with Nerdio Manager, you need to complete the following steps from your HaloPSA environment:

• Create a HaloPSA user

• Create a HaloPSA API application

To create a HaloPSA user:

1. Sign in to Halo PSA using an administrator account.

2. Navigate to Configuration > Teams & Agents > Agents.

   

3. From the top right-hand menu, select New.

   

4. Enter the following information:

   • Username: Enter a user name

   • Roles: From the drop down, select Administrator

   • Select Is an API-only Agent.

     

     Note: Complete the details for the remaining fields as required for your HaloPSA configuration.

5. From the bottom of the screen, select Save.

To create a HaloPSA API application:

1. Sign in to Halo PSA using an administrator account.

2. Navigate to Configuration > Integrations > HaloPSA API.

3. In the API Details section, make a note of the server URL. You can find this in the Resource Server section.

   Note: The server URL excludes the /api. For example, if the resource server is https://nerdio.halopsa.com.api, then the URL is https://nerdio.halopsa.com. This is required when configuring the integration in Nerdio Manager.

4. In the Applications section, select View Applications.

5. From the upper-right menu, select New.

6. Enter the following information:

   • Application Name: Enter a name. For example, Nerdio Manager for MSP.

   • Active: Select the Active option to enable this API application.

   • Authentication method: Select Client ID and Secret (Services).

   • Login Type: Select Agent.

   • Agent to login as: Select the Nerdio API user created previously.

     

     Note: Ensure that you store the ClientID and Secret in a safe place and do not share with anyone.

7. Select the Permissions tab and select the following options:

   • read:tickets.

   • edit:tickets.

   • read:customers.

     

8. Once completed, select Save.

Set up ConnectWise PSA integration

To integrateConnectWise PSA with Nerdio Manager, complete the following steps from your ConnectWise PSA environment:

• Create a ConnectWise PSA API user

• Create aConnectWise PSA API member

• Create a ConnectWise PSA API key

To create a ConnectWise API user:

1. Sign in to your ConnectWise PSA environment.

2. Navigate to System > Security Roles, and then select the plus + icon to create a new security role.

   

3. Enter a name for security role. For example, Nerdio API.

4. Select Save.

5. On the Security Roles page, expand the Companies section.

6. Under Company Maintenance, set the Inquire Level to All.

   

7. Expand the Service Desk section and set the following permissions:

   Description	Add Level	Edit Level	Delete Level	Inquire Level
   Close Service Tickets	None	All	None	All
   Merge Tickets	All	None	None	All
   Service Ticket Dependencies	All	All	All	All
   Service Tickets	All	All	All	All

8. Expand the System section and set the following permissions:

   Description	Add Level	Edit Level	Delete Level	Inquire Level
   My Company	None	None	None	All
   Table Setup	All	None	None	All

9. Select Save once you have entered the configuration information.

To create a ConnectWise API member:

1. Sign in to your ConnectWise PSA environment.

2. Navigate to System > Members and select the + icon to create a new API member.

3. Enter the following information:

   • Member ID: Enter a name for the member ID. For example, Nerdio.

   • Member Name: Enter a name for the member. For example, Nerdio API user.

   • Role ID: From the drop down, select the previously created security role. For example Nerdio API.

   • Level: From the drop down, select Corporate (Level 1).

   • Name: From the drop down, select Corporate.

     

4. Select Save once you have entered the configuration information.

To create a ConnectWise API Key:

1. Navigate to the API Keys tab and select the plus + icon to create a new set of keys.

   

2. In the Description field, enter a description. For example Nerdio API.

3. Select Save.

4. Copy the public and private keys and save them in a safe place.

Set up Datto Autotask PSA integration

To integrate Autotask with Nerdio Manager, you need to complete the following steps from your Autotask environment:

• Create an Autotask API user

• Create an Autotask PSA API resource

To create an Autotask API user:

1. sign in to Autotask as an administrator.

2. Navigate to the Admin menu on the left-hand side, select the Admin Settings & Users tab and then expand the Resources/Users (HR) section.

3. Select Security Level.

   

4. Select the 3-bar menu icon next to the API User (system) (API-only) and select Copy.

5. Enter a name for this user. For example, Nerdio API.

6. Select No Permission for all the options in the Featue/Section Access section.

   

7. Expand the CRM section and from the Customer & Cancelation drop down, select All.

   

8. Expand the Service Desk section, and set the following permissions:

   

9. Expand the Web Service API section, and select the Can login to Web Service API box.

10. Select Save & Close.

To create an API resource:

1. Navigate to the Admin menu on the left-hand side, select the Admin Settings & Users tab and then expand the Resources/Users (HR) section.

2. Select Resources/Users.

3. From the + New drop down, select New API User.

   

4. Enter the following information:

   • First name: Enter a first name.

   • Last name: Enter a last name.

   • Email address: Enter the email address for this user.

   • Security level: Select the security level created in the previous step.

   • Primary Internal Location: Enter the location.

   • Username: Create a username (@ your Autotask domain) to use for integration.

   • Password (Secret): Create a secure password or pass phrase. Optionally you can select Generate Secrett to create a random password.

   • Integration Vendor: Set to Nerdio.

5. Select Save & Close.

Create a PSA integration in Nerdio Manager

With the prequisites completed, and your PSA solution configured, you can now configure Nerdio Manager to integrate with your PSA system.

To create a PSA integration:

1. At the MSP level, navigate to Settings > Integrations.

2. Select one of the following:

   • Classic UI: Navigate to Settings > Integrations , and then locate the PSA Integration tile.

   • New UI: Navigate to Settings > Integrations , and then scroll to the PSA Integration section and select the down arrow to expand the section.

3. Select Add credentials for PSA.

4. Enter the following information:

   • System Type: From the drop down, select your PSA platform. In this example HaloPSA has been used.

   • Display Name: Enter a display name.

   • Enter the credentials relevant to your PSA platform, that you created in the prerequisites.

     Note: The following credentials are required for each PSA platform:

     • For HaloPSA: Client ID, Client Secret, and your HaloPSA Domain details are required.

     • For ConnectWise PSA: Connectwise Company Name, Connectwise Domain, Public API Key, and Private API Key details are required.

     • For Autotask: API User Username and Password details are required.

5. Once you have entered the details, select Validate & Save.

   

6. Upon successful validation, select Next.

7. On the Account Mapping tab, map your Nerdio accounts to your PSA system accounts. Filters are available to narrow down the accounts that you want to map. You can also disable or enable the integration on a per account basis. Nerdio considers these accounts to be skipped. Optionally, you can select Auto Match which attempts to match Nerdio Manager account names with PSA customer accounts for unconfigured accounts.

   Note: Some PSA systems require that you map an MSP level customer. Select the customer that belongs to your MSP.

8. Once you have entered the details, select Validate & Save.

   

9. Upon successful validation, select Next.

10. On the Ticket Settings tab, enter the following information:

    • Board (ConnectWise PSA only): List of Connectwise PSA Boards that all Nerdio tickets are placed under.

    • Queue (Autotask PSA only): List of Autotask queues that your Nerdio tickets are created under.

    • Ticket Type: List of available ticket types.

    • Open Ticket Status Type: The status used when new tickets are created.

    • Resolved Ticket Status Type: The status used when Nerdio resolves/closes tickets.

    • Cancelled Ticket Status Type: The status used when Nerdio cancels tickets.

    • Default Severity Type: Default severity when Nerdio Notification Condition Severity levels are not set.

    • Informational Severity Type: Severity matching for Informational Nerdio Manager Notification Conditions.

    • Low Severity Type: Severity matching for Low Severity Nerdio Manager Notification Conditions.

    • Medium Severity Type: Severity matching for Medium Severity Nerdio Manager Notification Conditions.

    • High Severity Type: Severity matching for High Severity Nerdio Manager Notification Conditions.

    • Critical Severity Type: Severity matching for Critical Severity Nerdio Manager Notification Conditions.

    • Ticket Category: This sets the HaloPSA Ticket category for tickets created by Nerdio.

    • Ticket Impact: Sets the HaloPSA ticket Impact for tickets created by Nerdio.

      

11. Select Save & Close.

Manage PSA integrated systems and ticket queues

Nerdio Manager allows you to edit the current PSA integration settings as well as set default systems and add ticket queues.

To edit the current configuration:

1. At the MSP level, navigate to Settings > Integrations, and then locate the PSA Integration tile.

2. From the action menu, select Edit.

3. Update the configuration settings as described in the Create a PSA integration in Nerdio Manager section.

4. Select Save & close when you have completed the updates.

To set a default PSA system:

1. At the MSP level, navigate to Settings > Integrations, and then locate the PSA Integration tile.

2. Select the PSA system you want to set as default, and from the action menu, select Set As Default.

3. The default system is indicated with (Default) displayed.

To add a ticket queue:

1. At the MSP level, navigate to Settings > Integrations.

2. Navigate to Settings > Integrations , and then locate the PSA Integration tile.

3. Select Add new ticket queue.

4. Enter the following information for you chosen PSA solutions ticket queue:

   

5. Select OK.

6. The new ticket queue is displayed.

   

New UI: Manage PSA integrated systems and ticket queues

Nerdio Manager allows you to edit the current PSA integration settings as well as set default systems and add ticket queues.

To edit the current configuration:

1. At the MSP level, navigate to Settings > Integrations.

2. Scroll to the PSA Integration section and select the down arrow to expand the section.

3. Select the pencil icon.

4. Update the configuration settings as described in the Create a PSA integration in Nerdio Manager section.

5. Select Save & close when you have completed the updates.

To set a default PSA system:

1. At the MSP level, navigate to Settings > Integrations.

2. Scroll to the PSA Integration section and select the down arrow to expand the section.

3. Select the PSA system you want to set as default, select the more actions icon, and then select Set As Default.

4. The default system is indicated with (Default) displayed.

To add a ticket queue

1. At the MSP level, navigate to Settings > Integrations.

2. Scroll to the PSA Integration Ticket Queues section and select the down arrow to expand the section.

3. Select Add Ticket Queue.

4. Enter the following information for you chosen PSA solutions ticket queue:

   

5. Select OK.

6. The new ticket queue is displayed.