Send Tickets to Syncro

Once you've set up your Syncro Integration and Imported and mapped Customers from Syncro, you're ready to enable ticket creation in your PSA.

Step 1: Enable Syncro Service Ticket Generation

Navigate to Admin > Integrations > Syncro > Ticketing and select Enable Syncro Service Ticket Creation

Step 2: Configure Ticket Details

Configure how tickets will land in your Syncro instance by customizing the parameter below the Enable Checkbox.

Here is a recommended default. You should customize this field to fit your Syncro workflows:

  • Issue Type: Remote Support
  • Generate a Test Ticket: Log in to your Syncro instance to view the ticket.

Step 3: Configure Ticket Statuses and Priorities

Liongard has internal sets of Status and Priority fields associated with Actionable Alerts within Liongard. With the Status Mapping and Priority Mapping sections, you can map those internal Liongard values to equivalent values from your Syncro instance.

Statuses

When a ticket is first created, Liongard sets the status field to the Syncro status mapped to the "New" status in Liongard.

Prior to an inspection processing, Liongard will retrieve the latest status for each Liongard-created Syncro ticket and will update the matching Actionable Alert status in Liongard. This will allow for consistent management of Liongard-created Syncro tickets and Liongard Actionable Alerts.

For this sync to work properly, each ticket status must be mapped on your Admin > Integrations screen using the Select Additional PSA Status pulldown as detailed here.

This feature is enabled by default and can be disabled on the Admin > Integrations > PSA > Ticketing screen.

You should have Syncro statuses for the following Liognard Task statuses:

  • New

  • Re-Opened

  • Closed - Complete

    • Tickets set to this status will trigger a validation.
  • Silenced

    • This is the status that Liongard will use if an Actionable Alert is silenced
  • Note: Liongard's Closed-Complete will trigger a revalidation and possible reopening of the ticket, or if another Status is mapped to Closed within Syncro, it will also trigger a self-heal attempt (revalidation) and possible reopening.

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Ticket Statuses

Liongard ignores all other ticket statuses and status changes to tickets in Syncro. You may put Liongard tickets in Syncro into other statuses without breaking the linkage between Liongard and the ticket, but Liongard will never put a ticket into any other status.

If Liongard detects that a condition is resolved, it will automatically close the ticket in Syncro.

Priorities

Liongard has an internal set of Priority values that are set by our Actionable Alert rules. You can choose to map those to the preferred priorities that you use in Syncro.

To set up which alerts you want sent as tickets, click here.

Additional PSA Statuses

Any status in your PSA can be mapped in Liongard. Clicking the Select Additional PSA Status button on the ticketing page will allow you to select the status that you would like to map.

Once mapped, you can remove the mapping by selecting the trash icon.


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