Ticket options
The MSP wants to perform CRUD operations with alerts.
Creating tickets automatically
MSP needs to have the Automatically create ticket option:
If the Automatically create ticket feature is enabled, and a mapped alert is raised for the mapped customer tenant in Acronis, then a linked ticket is generated in RMM and for the respective customer account.
If the Automatically create ticket feature is disabled, then tickets will not be automatically generated.
The integration can use the GET /alerts to fetch multiple alerts for multiple re-opened tickets.
Resolving tickets automatically
MSP needs to have the Automatically resolve tickets option:
If the option Automatically resolve tickets is enabled, and a linked alert is cleared manually or automatically in Acronis, then the linked ticket status in RMM is set to the selected value from the dropdown.
If the option Automatically resolve tickets is disabled, then the RMM ticket is not updated. This is the default option.
The integration can use DELETE /alerts/{id} to delete a single alert for the ticket or use DELETE /alerts to delete multiple alerts for multiple tickets.
Re-opening tickets
If an RMM ticket for a certain Acronis alert is already created and then closed, then MSP needs to have the option to reopen it when an Acronis alert is re-raised in a short period of time:
The option must be disabled by default.
The Days field is set to “1” by default.
If Automatically reopen ticket option is disabled, then a new ticket is created always when the alert is raised.
If Automatically reopen ticket option is enabled, and the same alert is raised before the number of days has passed, then the last linked closed ticket is reopened and alert detail is added to it.
If Automatically reopen ticket option is enabled, and the same alert is raised after the number of days has passed, then a new ticket is created and alert detail is added to it.
The integration can use the GET /alerts/{id} endpoint to fetch the alert for the re-opened ticket or use the GET /alerts endpoint to fetch multiple alerts for multiple re-opened tickets.
Clearing alerts automatically
MSP needs to have the option Automatically clear alert:
The option must be disabled by default.
If the Automatically clear alert option is enabled, and a ticket status in RMM is set to the selected dropdown value, then the linked alert is cleared on Acronis side.
If the Automatically clear alert option is disabled, then the linked alert is not cleared.
API endpoints
Clear/dismiss/delete alerts
Note