PSA Hub Alert to Ticket setup on SonicWall Unified Management Platform

Running an MSP means juggling ticketing, billing, and security across disconnected tools or hopping between portals. What if your PSA platform could talk directly to SonicWall instead?

With the PSA Integrations Hub — powered by MSPCentric — MSPs can now integrate the PSA platform they already use and centralize operations around the SonicWall products they trust. No workarounds. No manual syncing. Just one connected workflow.

Alert-to-ticket is the operational bridge between console detection and MSP remediation. The integration converts user selectable console alerts into a prioritized, context-rich PSA ticket — eliminating manual handoff and data entry entirely.  Keep your MSP staff focused on their ticket boards instead of portal hopping.

This document describes how MSP Partners can use the PSA Integrations Hub to manage and automate the ticket creation of Capture Client alerts and Firewall alerts (managed via NSM cloud) through SonicWall Unified Management to their choice of PSA:

• ConnectWise Manage PSA
• Datto Autotask PSA
• Halo PSA
• Pulseway PSA
• KaseyaBMS PSA

As part of SonicWall's integration with these PSA Platforms, MSPs get:

• Automated accounting & billing - The integration creates & updates Additions/Services to the integrated PSA platforms for SonicWall products billed via Monthly Billing Program.
• Automated asset documentation - The integration creates & updates Configurations to the integrated PSA platforms for SonicWall Network products.
• Alert to ticket automation (new) : The integration creates & updates the ticket to integrated PSA Platforms for alerts coming from SonicWall Unified Management for Capture Client and SonicWall Firewalls (managed via NSM cloud). GA Date:  August 3^rd, 2026.

The following are the acronyms used throughout this document:

• PSA : Professional Services Automation
• MSW: MySonicWall
• UM: SonicWall Unified Management
• DAT: Datto Autotask platform
• CWM : ConnectWise Manage

Topics

1. Prerequisites
2. Launch PSA Hub on Unified Management
3. Configure Alert To Ticket
4. Ticket Details
5. Validation
6. Ticket Closure
7. Support

Prerequisites

Before you begin configuration, ensure PSA Hub is already configured based on this article- https://www.sonicwall.com/support/knowledge-base/psa-integrations-hub-by-sonicwall/kA1VN0000000HfH0AU

• Supported Alert types on Unified Management are- Security, System, License.
  

• Right now, all Priority alerts are not supported to create a ticket in PSA, please make sure to update the Priority in respective Product’s console (Capture Client and NSM SaaS) accordingly.  By selecting the priority for the alerts, you are only forwarding the alerts that are important to your business to streamline which tickets are generated for staff to address.

• Capture Client alert settings guide – please ensure to enable the Alert and select the Alert Severity to either Critical or High for PSA ticket creation.
• NSM alert settings guide – please ensure to enable the Alert and select the Alert Severity to either Emergency, Alert, or Critical for PSA ticket creation.

Note: Please note that Priority which you set here is only for forwarding the alerts to PSA Hub for ticket creation. Ticket priority will be decided based on what you select in your PSA Hub ticket rule.

• Please ensure that Service Boards and ticket type/sub-type already created in PSA Platforms.
• Please update the Security role permissions for existing PSA API users. Please follow these PSA specific articles for a step-by-step guide:

1. ConnectWise PSA Alerts Permission Setup
2. Autotask PSA Alerts Permission Setup
3. HaloPSA Alerts Permission Setup
4. Kaseya BMS Alerts Permission Setup
5. Pulseway Alerts Permission Setup

Launch PSA Hub on Unified Management

1. Login to Unified Management using the admin credentials
2. Navigate to Admin Settings → Third-party integrations -> PSA Hub.
3. Clicking on the “Launch” button will open the PSA Integrations Hub page on a new tab.

Configure Alert To Ticket

Alert To Ticket Module is enabled for all the Organization’s primary Admin account on PSA Hub by default. Please create a Customer Service ticket if you don’t see this option on PSA Hub under your account.  

1. Please toggle the Alert To Ticket from Modules tab on PSA and hit save on top.
   • You won’t be able to see the Alert to Ticket tab on top unless it’s enabled from the module section.
     
     

2. Alert To Ticket tab gets appeared.
   • When you navigate to Alert To Ticket tab, it checks your PSA API permission and if all the required permissions are available, it allows you to Enable and create Alert rules.
     
     
   • If API permission fails, it gives an API permission error. You can go back to your PSA and update the permissions for the API role.
     
   • If permissions are fine, it gives successful message (see left bottom)
     

3. Please enable Alert To Ticket and create rules for your products. Please click on Create New Rule button from top right to create rules for your Products- Capture Client and/or Firewalls (NSM SaaS)
   
   

4. It is recommended to create one Default rule for all alert types. And then you can create multiple rules for different alert types – Security, System, License as needed.
   • Select Product Group - Firewall and/or Capture Client
   • Select alert type
   • Select the Service Board/Queue
   • Map the priority for selected alert type- Ticket would be created in PSA with this priority
   • Set the ticket status
   • Set the Ticket Type
   • Set the Su-category (if available)
   • Set the Item type (if available)
     IMP: Default rules can’t be deleted, only disabled.
     
     IMP: Please note that alert rules work from top to bottom, so If any alert gets processed by first rule, it won’t check the rules afterwards.

5. Here is the detailed reference for the setup.
6. Edit Rules: You can click on edit button to edit the rules. Clicking on it opens the ticket rule and you can modify and save.
   

7. Test Ticket: You can also test the rules by creating a dummy/test ticket in PSA. It checks if all the required permissions are enabled for the PSA API user. It creates a test ticket in any random mapped active Company/Accounts on PSA.

Ticket Details

• Once Alerts are parsed on PSA Hub, navigate to left-nav menu and select Alert To Ticket to view the complete details of the ticket. You can refresh the table, customize the table columns, and export the tickets to CSV.

• Audit Trail: Click on the three dots in the Action column to view the audit trail. It gives status for both successful and failed alerts. If any alert is received for a Company that is not mapped, ticket creation will fail
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Validation

• Navigate to your PSA and go to the selected Service Board and search for the ticket.
  

Ticket Closure:

Auto closing of a ticket when the alert is closed is not supported yet and it’s on the roadmap for future release.

Support

• To report any PSA Hub related issues, please create a CS request from Unified Management and select MSSP from Problem Area field dropdown.