Barracuda RMM natively offers simple bidirectional ticket synchronization with ConnectWise Manage PSA. When a ticket is created in Barracuda RMM as the result of an alert being triggered or when you manually create a ticket in Barracuda RMM, a ticket will also be created in ConnectWise Manage PSA. You can also add resolution notes to a ticket when closing it.
The ticket title, status and notes are synchronized in both directions: from Barracuda RMM to ConnectWise Manage and from ConnectWise Manage to Barracuda RMM.
You can configure tickets to be generated from all Barracuda RMM alerts, or to be generated only from alerts associated with specific policy modules.
When... | Then... |
|---|---|
A ticket is created in Barracuda Managed Workplace | A ticket is created in ConnectWise Manage. |
A ticket is closed in Barracuda Managed Workplace | The ticket is closed in ConnectWise Manage. |
A ticket is closed in ConnectWise Manage | The ticket is closed in Barracuda Barracuda RMM. |
A note is added to the ticket in Barracuda RMM | The Detail Description field for that specific ticket is updated in ConnectWise Manage. |
A note is added to the ticket in ConnectWise Manage Note: Three fields in ConnectWise Manage have notes: Detail Description, Internal Analysis and Resolution. | The History field for the ticket is updated in Barracuda Managed Workplace whenever any of these three fields are updated. |
ConnectWise Manage and Barracuda RMM both allow you to apply a status to a service ticket. Because each system uses different terminology, you must map equivalent status descriptions between systems.
This section describes how the mapping works and how to map ticket status between systems.
How the Integration Works
In Service Center, you must map all Barracuda RMM statuses to the ticket statuses in ConnectWise Manage. You can also map the ticket statuses to Barracuda RMM statuses, to define how ConnectWise Manage statuses are passed to Barracuda RMM. It is strongly recommended that you map the same statuses between the two systems.
Note: Barracuda RMM has four default Service Center ticket statuses - new, open, closed, and self-healed. You can create custom Barracuda RMM ticket statuses to match up with additional ConnectWise Manage service ticket statuses, if desired. For more information, see Creating Custom Ticket Statuses.
When setting up the integration, you must specify a default ConnectWise Manage service board that contains the ticket statuses you want to map. When a ticket is created in Barracuda RMM, the ConnectWise Manage ticket is initially assigned to the default Service Board, with the ticket status mapped to New. Then, if desired, you can specify additional service boards to which you want to map Barracuda RMM ticket statuses. When a ticket is moved from the default service board to one of these additional service boards, the ticket status updates will continue to be synchronized between Barracuda RMM and ConnectWise Manage.
When a ticket is moved to a service board that is not mapped, then all ticket updates in both directions will not be synchronized. When the ticket is moved back to a service board that is mapped, then all subsequent updates will be synchronized. Child tickets are not supported.
About the ConnectWise Manage MSP Add-on
Deeper integration between Barracuda RMM and ConnectWise Manage can be achieved by purchasing the MSP Add-on module from ConnectWise Manage. The MSP Add-on expands the range of features available with the Barracuda RMM-ConnectWise Manage integration to include the following:
complete synchronization of asset information for all WMI-enabled as well as SNMP-based devices
the ability to link directly to device management from Service Center the ability to launch direct remote control, from ConnectWise Manage, to devices you are monitoring with Barracuda RMM
Before you can install and use the MSP Add-on, you must contact a ConnectWise Manage representative to activate the licensing. ConnectWise Manage will then provide you with information that you will need to set up the more comprehensive Barracuda RMM-ConnectWise Manage integration. Complete the basic Barracuda RMM-ConnectWise Manage integration before setting up the MSP Add-on.
Using Legacy Versions of ConnectWise Manage and Barracuda RMM
This document provides instructions for configuring Barracuda RMM with versions 2.0.0.0 and later of the Barracuda RMM ConnectWise Manage Service Module. To install or upgrade to this version, you must be using Barracuda RMM 2013 R1, at a minimum. You must also be using ConnectWise Manage 2013.1, at a minimum, before upgrading to this version of the ConnectWise Manage integration. If you are using a hosted version of ConnectWise Manage that does not meet this requirement, contact ConnectWise Manage about upgrading before proceeding with the instructions in this chapter.
Minimum required versions
Barracuda RMM 2013 R1
Barracuda RMM ConnectWise Manage Service Module 2.0.0.0
ConnectWise Manage 2013.1