Integrating Cove Data Protection (Cove) with HaloPSA enables you to receive notifications about backup failures directly in your professional services automation (PSA) system. After setting up the required integration specific configurations in Cove and HaloPSA, Cove will create tickets of type Incident in HaloPSA when backups fail or complete with errors for any Cove managed device.
Requirements
The following requirements must be met before integrating with HaloPSA:
- Be a Cove a Reseller level customer
- Have a Cove user account with SuperUser or Administrator permissions.
See User roles for details on permissions for each User role.
- A HaloPSA Admin level user account
Integration Configuration Steps
To successfully integrate HaloPSA and create tickets:
- Configure HaloPSA to prepare for integration with Cove
- Connect Cove to HaloPSA and Map customers
- Add notification rules for alerts you want to receive in PSA ticketing.
HaloPSA may update its UI or API details over time. While we endeavor to ensure our documentation is updated regularly, we cannot guarantee this. For the most accurate and up-to-date instructions, check the official HaloPSA documentation.
Ticket Content
An HaloPSA ticket created from Cove contains the following information:
- Type: Incident
- Status: New
- Subject: The automatically generated subject as displayed in the PSA Ticket notification configuration
- Description: Comprehensive details including:
- Device Overview
- Session Details
- Relevant actions containing a link to the CoveBackup Manager for detailed investigation
- Assigned Agent: Unassigned
- Category: Cove Data Protection
- Customer: Associated HaloPSAcustomer
- Impact: As per the impact and urgency table
- Urgency: As per the impact and urgency table
- SLA Determination: HaloPSA calculates this based on impact and urgency
| Device Type | Impact | Urgency |
|---|---|---|
| Server | Company Wide | High |
| Microsoft 365 | Multiple Users Affected | Medium |
| Workstation | Single User Affected | Low |
Ensure to have the above field list available for TicketType=Incident in HaloPSA. Ticket creation will fail if any of these fields are missing for Type Incident. Navigation : Configuration > Tickets > Ticket Types
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