PSA platforms (ConnectWise PSA, Autotask, HaloPSA)

Purpose

PSA connectors synchronize AssurIQ findings and remediation items into your ticketing system as tickets, and read back ticket status so remediation SLAs and reporting reflect real technician work, without duplicating your service desk workflow.

Requirements

• A PSA tenant (ConnectWise PSA, Autotask or HaloPSA) with API access enabled
• A dedicated API member/client with ticket read/write and company read scopes
• A mapping between PSA companies and AssurIQ customers

Permissions

• Ticket: Read/Write — create and update tickets for remediation items
• Company/Client: Read — match PSA companies to AssurIQ customers
• Time entry: Read — optional, for remediation effort reporting

Setup

1. 1
   Create an API member or client

   Create a dedicated integrator/API member in the PSA with a role limited to ticketing and company access.
2. 2
   Generate API keys

   Generate the public/private key pair or client credentials required by the platform.
3. 3
   Add credentials to AssurIQ

   Store the credentials in the Credential Vault and select the PSA platform under Integrations.
4. 4
   Map companies to customers

   Confirm each PSA company maps to the correct AssurIQ customer; unmapped companies are not synced.
5. 5
   Configure ticket templates

   Choose the board/queue, ticket type and priority mapping used when AssurIQ creates tickets.

Verification

• Test remediation item creates a ticket in the correct PSA board/queue
• Ticket status changes in the PSA reflect back on the AssurIQ remediation item
• Company-to-customer mapping covers all active managed customers

Data collected

• Ticket identifiers, status, priority and assignment
• Company/client records used for mapping
• Time entries against synced tickets, where enabled

Security model

The API member/client is scoped to ticketing and company objects only; it cannot access unrelated PSA modules such as billing or contracts unless explicitly required and granted. Credentials are stored encrypted; sync runs outbound over the PSA's HTTPS API.

Common errors

• AIQ-INT-001Integration disconnected
  The connector token expired or was revoked. Data from this system is stale.

Troubleshooting

• If tickets are created in the wrong board, verify the board/queue mapping in the connector configuration.
• If status does not sync back, confirm the API member has read access to the specific board used for AssurIQ tickets.

Disconnect

1. Disconnect the PSA platform from AssurIQ Integrations.
2. Disable or delete the dedicated API member/client in the PSA.
3. Existing tickets remain in the PSA; new remediation items stop creating tickets.