# Syncro PSA – Ticketing

## **Domotz Syncro Integration**

[Domotz](https://portal.domotz.com/signup?utm_source=domotz&utm_medium=knowledge_base&utm_campaign=button) integrates with [Syncro](https://syncromsp.com/) 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](https://help.domotz.com/integrations/domotz-syncro-integration-configure-the-integration/)
[https://help.domotz.com/user-guide/syncromspdoc-integration/
](https://help.domotz.com/user-guide/syncromspdoc-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](https://help.domotz.com/user-guide/shared-alerts-webhooks-ticketing-systems/). 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:

   https://{yoursubdomain}.syncromsp.com/api_tokens

Next, create a "New Token".

Select "Domotz" as the "Prebuilt App Permissions" schema:

Creating a Prebuilt App Integration Token

1. Navigate to the "App Integration" tab under the "TOKEN TYPES" section.
2. Locate the "Prebuilt App Permissions" list.
3. Find "Domotz" from the list.
4. Click the "Create Token" button next to "Domotz" to generate a token for integration.

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

Confirming API Permissions

1. Enter the desired name for the API token in the "Name" field.
2. Ensure that the required API permissions are checked:
   - Customers - List/Search
   - Tickets - View Details
   - Tickets - Create
   - Tickets - Edit
3. Click on "Create API Token" to generate the token with the specified permissions.

Press on "Create API Token".

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

New Domotz API Token Created

1. Copy the newly generated API token and store it securely. Tokens are not stored in plain text and will not be accessible again.
2. Token details include:
   - **Owner:** Giancarlo Fanelli
   - **Created at:** Wed 06-16-21 03:38 AM
   - **Type:** Domotz
   - **Expires at:** Indefinite
   - **Partial Key:** T3b33b31049b5aeec3–***
3. Click the "Done" button after copying the token.

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.

IP Allow List Configuration Steps

1. Navigate to the "IP Allow List" under the "EMPLOYEES" section from the side menu.

2. In the "IP Allow List" settings, review the options available for controlling access:
   - Enable "Enabled for Users" to restrict user access based on IP addresses.
   - Enable "Enabled for APIs" to restrict API access based on IP addresses.

3. In the "Allowed IP Address List" field, ensure the correct IP addresses are entered. Use IPv4 and/or IPv6 formats with or without CIDR notation. To add an IP address, type it in the "Add IP address" field.

4. Confirm the list to selectively prevent access to your Syncro account for any other IP address not listed.

## 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:

Syncro Account Connection Interface

1. On the left side, identify the "Syncro" label with its icon.
2. On the right side, locate the "Connect Account" button.
3. Click the "Connect Account" button to initiate the connection process for your Syncro account.

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

Connect Syncro Account Interface

1. Enter the Syncro API URL in the designated field.
2. Input the Syncro Bearer Token in the next field.
3. Choose the option to automatically close tickets by checking the corresponding box.
4. Optionally, select the checkbox to notify customers.
5. Click the "Save" button to apply changes.
6. Use "Cancel" to exit without saving.
7. To disconnect, click "Remove integration" at the bottom.

**Note**: the Syncro URL does NOT require the _/api/v1_ endpoint. The following is the format accepted:
[https://{subdomain}.syncromsp.com/](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.

Mapping Domotz Agents to Syncro Customers

1. Review the "Domotz Agents List" section to see available agents. Each entry includes a checkbox and the agent's name, such as "Draper Agent (Testing)" and "Sofia Office (Testing)."

2. In the "Syncro Customer" column, each agent is associated with customer information. For example, "Dom | b@q.com" or "This is my Business" are linked to the Domotz Agents.

3. Use the "Filter by Name" search bar to find specific agents quickly by typing in the name.

4. To save changes, ensure each agent is properly associated with the correct customer as indicated. Once done, click "Close" at the bottom to exit the mapping interface.

**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:

Connect Syncro Account Interface

1. Enter the Syncro API URL in the designated field.
2. Input the Syncro Bearer Token in the next field.
3. Choose the option to automatically close tickets by checking the corresponding box.
4. Optionally, select the checkbox to notify customers.
5. Click the "Save" button to apply changes.
6. Use "Cancel" to exit without saving.
7. To disconnect, click "Remove integration" at the bottom.

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:

Shared Alert Configuration Interface

1. Enable or disable alerts by toggling the switch at the top right of the "Shared Alert" section.
2. Assign a name to the alert in the "Alert Name" field.
3. Select a color for the alert by clicking on one of the color options.
4. Under "Contact Channels," choose channels by clicking "Select Contact Channels" and verify selected channels below.
5. In the "Events List" section, check events under "Device Status Events" to trigger alerts, such as "Device Goes Up," "Device Goes Down," "Heartbeat Lost," and "IP Change."
6. Configure additional alerts under "Device Configuration Events" and "Device SNMP Events" by checking the desired options.
7. After making changes, click "Update" to save or "Cancel" to discard. Use "Delete" at the bottom left to remove the alert configuration.

Auto-closing of tickets is available for TCP Events:

Device TCP Events Configuration

1. To retrieve TCP events, click "Retrieve any TCP Event."
2. Note that each TCP event will generate an individual ticket.
3. Tickets are designed to close automatically, as indicated by the checked box.

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

Event Selection Overview

1. The dialog box lists selected events for monitoring, such as Device Discovery, Feature Discovery, and LAN Configuration Change.
2. It includes network-related events like TCP Open Port and UPNP Port Forwarding, and Speed Test Threshold.
3. Connection status events such as Connection Lost and Connection Recovered are displayed, with notes about automatic ticket closure.
4. Public IP Change and various Configuration Changes are included.
5. The list covers critical status updates like Device Goes Down and Device Goes Up, again noting automatic ticket handling.
6. Events like Heartbeat Lost, IP Change, and several retrieval options (RTD, SNMP, TCP) are included.
7. The dialog concludes with a confirmation button labeled "Ok, I got it" to acknowledge the selections.

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

Device Details Interface Description

1. The top section displays the device's MAC address (52:54:00:F2:99:88) and status as offline for 40 minutes. The IP address is shown as 10.53.10.12.

2. The "Syncro" section indicates channels for sending notifications or alerts. Events include "Connection Recovered," "IP Change," and "Device Goes Down." Clicking "+2 more" reveals additional events.

3. Under "Device Status Events," options like "Device Goes Up," "Device Goes Down," "Heartbeat Lost," and "IP Change" are listed, with each linked to "Syncro."

4. The right sidebar includes actions such as "Add a SNMP or TCP sensor," the ability to write notes, and options to "Export" or "Import Device Settings and Properties." There is also a "Delete Device" option.

These elements help manage network device statuses and configurations.

### 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:

Connect Syncro Account Interface

1. Enter the Syncro API URL in the designated field.
2. Input the Syncro Bearer Token in the next field.
3. Choose the option to automatically close tickets by checking the corresponding box.
4. Optionally, select the checkbox to notify customers.
5. Click the "Save" button to apply changes.
6. Use "Cancel" to exit without saving.
7. To disconnect, click "Remove integration" at the bottom.