Configure AuthPoint PSA Ticketing Notifications
Applies To: AuthPoint Multi-Factor Authentication, AuthPoint Total Identity Security
This feature is only available to participants in the WatchGuard Cloud Beta program.
As a tier-1 Service Provider, if you enable PSA integration in WatchGuard Cloud, you can configure
For AuthPoint, you can use notification rules to send data to the PSA tool but you must manually close the ticket in the PSA tool.
Your operator role determines what you can see and do in WatchGuard Cloud. You must be a tier-1 Service Provider and your role must have the Manage Integrations and Manage Tenants permissions to configure this feature. To configure notification rules, your role must also have the AuthPoint permission. For more information, go to Manage WatchGuard Cloud Operators and Roles.
AuthPoint Notifications
For AuthPoint events, you can configure these notifications:
Customer Gateway Connected or Not Connected
Generates an alert when a Gateway installed on the network is available or not available.
AuthPoint Certificate Expiring
Generates an alert when an AuthPoint certificate is about to expire. For more information, go to Certificate Management.
User Inheritance Event
Generates an alert when a user inheritance request is accepted or rejected.
Configure AuthPoint PSA Ticketing Notification Settings
You can configure PSA ticketing notification rules for selected accounts, groups of accounts, or all accounts.
You can enable or disable a category of rules and you can select which rules you want to apply to your selected accounts.
For each rule you enable, you select the ticketing properties. Ticketing properties allow you to specify the priority, service board or queue, category, new status, and closed status for the ticket created in the connected PSA tool.
ThreatSync, Endpoint Security, Firebox, License alerts, and WatchGuard Cloud notification rules support closed-loop ticketing. For AuthPoint, access points, FireCloud, ThreatSync+ NDR, and ThreatSync+ SaaS, you must manually close a ticket in the PSA tool.
For more information about closed-loop ticketing, go to About Closed-Loop Ticketing with PSA Integration.
To configure notification rules for PSA ticketing, from WatchGuard Cloud:
- Select Administration > PSA Ticketing.
The PSA Ticketing page opens.
- To get the latest static ticket data from the PSA tool, click Sync PSA Ticket Properties.
WatchGuard retrieves the most recent static ticket data, such as changes in ticket status or priority, from the PSA tool. - In the Account Assignment text box, click Add Accounts.
The Add Accounts and Account Groups dialog box opens.
- From the list of accounts, select each account and account group you want to configure the notification rules for. Click Add.
The accounts show in the Account Assignment text box.
If you select a Service Provider account or group that includes a Service Provider account, the PSA ticketing notifications apply to all of the accounts managed by the Service Provider.
To remove an account assignment, click the X next to the account or account group name.
- Enable the AuthPoint toggle.
- Next to each rule you want to enable, select the check box.
The PSA ticketing properties show for each rule.
If the ticketing properties for a rule do not match the properties in the connected PSA tool, a warning icon shows next to the rule. To update the ticketing properties, edit the rule.
- To change the ticketing properties or alert details for the rule, click Edit.
The Edit Rule or Edit Ticketing Properties page opens.- For ConnectWise ticketing properties, select the Priority, Service Board, and New Status for the ticket sent to the PSA tool. Select the PSA tool Close Status. This is the status that indicates the ticket is closed in the PSA tool and acknowledges the PSA alert notification in WatchGuard Cloud.
- For Autotask ticketing properties, select the Priority, Queue, Ticket Category, and New Status for the ticket sent to the PSA tool. Select the PSA tool Close Status. This is the status that indicates the ticket is closed in the PSA tool and acknowledges the PSA alert notification in WatchGuard Cloud.
To allow WatchGuard Cloud to create the ticket, in Autotask you must edit the Ticket Category and set the default value for Due Date > # of Days From Application to 1 and set the default value for Due Time > # Hours From Application to 0.
- Click Save.
The PSA Ticketing page opens.