Syncro PSA – Ticketing

Domotz Syncro Integration

Domotz integrates with Syncro PSA so you can monitor, manage, track and resolve issues with your network and devices. 

This guide refers to the integration between Domotz and Syncro PSA for the ticketing system part.

If you are looking into the Asset Management integration between Domotz and Syncro PSA please refer to:

Syncro Documentation System integration

The purpose of this integration is to help you better track and troubleshoot network and device issues that Domotz discovers. 

Setting up Domotz Syncro Integration

Firstly, you’ll need to connect your Syncro account into Domotz. It will become one of the Contact Channels available when creating a Shared Alert. This means that you can create or update Syncro tickets when a specific event occurs in Domotz.

You’ll need:

• Domain Name (from Syncro)
• API Token (from Syncro)

Syncro PSA API Token creation

To create your Syncro API token go to your Syncro Portal page. Next, under Admin Setting, and then under API, click on “API Token”. You will land on a page with the following URL:

Next, create a “New Token”.

Select “Domotz” as the “Prebuilt App Permissions” schema:

It will create a token with the necessary permissions you require for the integration to work:

• Customers – List/Search
• Tickets – View Details
• Tickets – Create
• Tickets – Edit

Press on “Create API Token”.

Once the API Token has been created, copy it in your clipboard. Next, you’ll use it in Domotz.

The above is the API Token you will use inside Domotz to connect to your Syncro Account.

Important Note: Domotz cloud will connect to the Syncro cloud from the following IP addresses:

– 52.71.132.221 for all the users based in North America
– 52.48.78.120 for all the users based on Europe, APAC and Rest of World

Make sure you add the above to “IP Allow List” under the “Employees” section in the admin page.

Syncro PSA Contact Channel creation

Now that you have your Sycro API token created, you can proceed in connecting it to Domotz. Within Domotz, under the “Shared Alerts and Ticketing Systems” section, click on Connect Account button:

Type the Syncro URL in the following format https://{subdomain}.syncromsp.com and paste your API token. Then, click Save:

Note: the Syncro URL does NOT require the /api/v1 endpoint. The following is the format accepted:
https://{subdomain}.syncromsp.com/

Your Syncro account is now connected with Domotz.

Click on Manage Agents and then select which Syncro customer, each Domotz Agent should create a support ticket for.

If no Syncro customer is selected for an Agent, the ticket will not be delivered.

Note: The Domotz Agent mapping is mandatory. If no Syncro customer is associated to an Agent, the events which are not mapped to any Syncro customers will not be delivered.

You are now able to use the Contact Channel for Syncro, within the Shared Alert profile. Once the Shared Alert profile is created, apply the Shared Alert to the Agents and Device for which you are willing to automatically open tickets in your Syncro PSA.

Automatic Ticket Closure

We now include the funtionality to automatically close Syncro MSP tickets when the following events occur:

• Device Status Events > Device Goes Up
• Network Events > Connection Recovered
• Device TCP Events > Retrieve any TCP Event

You have the option to select to close Syncro tickets automatically when available:

As soon as you connect Syncro MSP, a label “Tickets will be closed automatically” will appear under the Device Status Events list for the supported auto-close events as shown below:

Auto-closing of tickets is available for TCP Events:

Here is how you will see the label in the Network events section:

Here is how you will see the label in the Device events section:

Notify Customer

You can configure the integration to notify your customers automatically when Domotz creates a new ticket on Syncro. 

Select “Notify Customers” during the creation of the Syncro Contact Channel selecting the option like shown below: