Summary

This workflow automates the processing of Datto alerts and events into PSA tickets. The solution ingests alerts from Datto BCDR, SIRIS, and cloud products, evaluates severity, deduplicates against existing tickets, creates new tickets with full contextual information, and routes them to the appropriate service board and team. By automating Datto ticket creation, the workflow ensures consistent alert handling, reduces manual effort, prevents duplicate tickets, and provides technicians with the information needed to resolve issues quickly.

Usage

Prerequisites

Before using this workflow, ensure the following requirements are met:

1. Datto Integration: Configure the Datto API integration in Rewst

2. PSA Integration: For ticket creation and management

3. Email Integration: For notifications

4. Organizational Variables:

   • datto_ticket_board: PSA service board for Datto tickets
   • datto_severity_mapping: Map Datto alert severity to PSA priority
   • datto_dedup_enabled: Enable ticket deduplication
   • datto_dedup_window_hours: Deduplication window (e.g., 24)
   • datto_auto_resolve_alerts: List of alert types to auto-resolve

Workflow Inputs

Parameter	Type	Required	Description
alert_id	String	Yes	Datto alert identifier
alert_type	String	Yes	Type of Datto alert
device_id	String	Yes	Datto device identifier
severity	String	Yes	Alert severity level
company_id	String	Yes	PSA company ID
alert_message	String	No	Alert description/message
create_ticket	Boolean	No	Create PSA ticket. Default: true
force_new_ticket	Boolean	No	Skip dedup check. Default: false

Execution

Event-Driven Trigger (Recommended)

• Webhook from Datto triggers processing for each alert

Scheduled Processing

• Poll Datto API every 15-30 minutes for new alerts

Processing Flow

1. Alert Ingestion: Receive and parse Datto alert
2. Device Lookup: Retrieve device details and associated company
3. Deduplication: Check for existing open tickets for same device/alert
4. Severity Mapping: Map Datto severity to PSA priority
5. Context Enrichment: Add device details, backup status, and agent info
6. Ticket Creation: Create or update PSA ticket
7. Assignment: Route to appropriate board and team
8. Notification: Alert team for high-severity alerts
9. Documentation: Log processing details

Returned Data

{
  "success": true,
  "alert_id": "DATTO-2026-001",
  "alert_type": "backup_failure",
  "device": {
    "device_name": "SERVER-DC01",
    "device_id": "dev-12345",
    "serial_number": "DATTO-SN-12345",
    "model": "SIRIS 4",
    "company": "Acme Corp"
  },
  "processing_results": {
    "duplicate_found": false,
    "ticket_created": true,
    "ticket_id": "BCK-2026-015",
    "ticket_priority": "High",
    "ticket_board": "Backup & DR",
    "assigned_team": "Infrastructure Team"
  },
  "alert_context": {
    "description": "Backup failed for agent DC01-FullSystem",
    "last_successful_backup": "2026-03-03T02:00:00Z",
    "consecutive_failures": 2,
    "recommended_action": "Check agent connectivity and storage space"
  }
}

Changelog

2026-03-04

• Initial version of the document