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Vendor Defined Alerts

Vendor Defined Alerts

One of the critical pieces of every third-party product integration for partners is to receive alerts/tickets for that third-party product so that they are notified and can take appropriate action.

Use Case

In order for partners to manage and monitor any third-party product, it is important to be notified about specific events with respect to the specific third-party product. With Vendor defined Alerts, we are providing a mechanism for vendors to notify MSPs about the occurrence of any such events in the third-party product. 

Some common examples for this are:

  • From an Endpoint Protection/AV product perspective, it is important for products to provide notifications for events like
    • Threats are detected for a device/set of devices
    • Endpoint protection software is out of date/definitions are not up to date
    • Devices are not scanned since x number of days, etc.
  • From a Backup and Disaster recovery product perspective, it is important for products to provide notifications for events like:
    • Backup has failed for devices/set of devices
    • Devices have not been backed up since x number of days
    • There is not enough storage for backup
    • Backup is corrupted, etc.

For such events, vendors can make use of Vendor Defined Alerts APIs. using these APIs, vendors can create and manage alerts. Once an alert is created, it is converted to a ticket and is assigned to MSPs. Tickets are visible in the ITSupport portal along with all the other tickets on the Tickets page of the portal and also for each device in the device details page. If a partner uses a PSA integration, then the ticket will also be synced with MSPs PSA systems.

How to Use Vendor Defined Alerts

We have a set of APIs that let integration vendors create and manage alerts for their products in the ConnectWise Command platform. These alerts are then passed on to the partners in the form of tickets.

For integration vendors to create alerts for their product, at the time of registering the product with the ConnectWise Command platform, it must be indicated that this product integration would send alerts for partners. Vendors are then granted to work with Alerting APIs. If a product is registered to send alerts into the ConnectWise  Command platform, partners will have an option to opt-in/out for receiving alerts. To do this, partners will see a checkbox for "Receive Tickets" on the product configuration page in the ITSupport Portal. Partners will receive the vendor's alerts only if opted in.

Integration vendors can create alerts using a condition ID that would be uniquely assigned to each different type of alert a particular product can generate in the Command platform. To register condition IDs, integration vendors must work offline with ConnectWise to determine the expected format and the payload. Integration vendors can define their own payload. Integration vendors can get a list of all the condition IDs that they are allowed to work with.

Vendors can create alerts at the site or endpoint level. To create an endpoint level alert, “endpoint_id” must be specified in the API calls. To create the site-level alert, "endpoint_id" should not be specified in the API request body parameters.