Before you begin
- A Atlas AVD plan. The Integrations hub is not available on Community
- The Administrator role in Atlas to connect, configure or disconnect a connector. Integrations appears under Administration only for administrators
- A tenant selected in the tenant picker. Credentials are stored encrypted per tenant, so each tenant you manage connects its own account
- An Accelo user who can register API applications, to create a service application for Atlas
- At least one active ticket type in Accelo. Accelo files every ticket under a ticket type
What you can do
- Open Accelo tickets automatically from Atlas alerts, Atlas Reach devices going offline, Atlas Reach checks failing, and failed deployments, with a rule per kind of problem.
- Avoid ticket storms: one open ticket per affected resource, a wait between tickets per rule, and quiet hours during maintenance windows. A repeat adds a note to the open ticket.
- Note the recovery on the ticket when the problem clears, and optionally move the ticket to a status you choose.
- Choose the ticket type, priority and status new tickets get.
- Create a ticket by hand from the Accelo page.
- Map each Atlas tenant to an Accelo company, with suggested matches by name.
- See every ticket Atlas opened and its Accelo status, refreshed every 15 minutes.
- Sync Accelo assets into Atlas Vault, by asset type.
- Ask Atlas Advisor whether Accelo is working, with or without an AI provider.
Step 1: Register a service application in Accelo
In Accelo, go to Configurations → API → Register Application. Give the application a name such as Atlas AVD, choose Service as its type, and save. Accelo shows the application's client ID and client secret: copy both. Also note your deployment name, the first part of your Accelo address: for acme.accelo.com it is acme. A service application acts for your whole Accelo deployment rather than for one user, so Atlas keeps working when staff change.
Step 2: Connect in Atlas
Once connected, the card shows Manage, which opens the Accelo page, and Disconnect. The client secret is stored encrypted.
- Select the tenant in the tenant picker.
- Go to Administration → Integrations and click Connect on the Accelo card.
- Enter the Accelo deployment, the Client ID and the Client Secret, and click Connect. You can type the deployment name or paste your Accelo address. Atlas signs in to Accelo and reads your companies before saving anything; if Accelo rejects the credentials, nothing is stored.
Step 3: Choose the ticket type
On the Accelo page, open Settings and choose the Ticket type new tickets are filed under. Accelo needs a ticket type on every ticket, so until you choose one Atlas opens no tickets. You can also choose the priority and the status new tickets get; left on Accelo's defaults, Accelo applies the ticket type's own. Click Save.
Step 4: Map tenants to companies
Open Customers. Each active Atlas tenant has a row: pick its Accelo company and click Save. Inactive companies are not offered.
- Suggest matches proposes a company for each tenant that has no mapping yet, matching names while ignoring case, punctuation and suffixes such as Inc or Ltd. A name that matches two companies suggests nothing. Suggestions are only filled in: review them and click Save.
- If a tenant has no mapping and there is exactly one mapping in total, its tickets use that mapping.
Step 5: Create automation rules
Open Automation and click Add automation rule. Give the rule a name and choose what opens a ticket: An Atlas alert fires (a named condition such as Session Host Unhealthy, or any alert type), An Atlas Reach device goes offline, An Atlas Reach check fails, or Provisioning or a deployment fails. Set the lowest severity, how long a device must stay offline or a check must keep failing, and the wait between tickets, then save.
- One ticket per resource: while a resource has an open Accelo ticket from automation, a new alert for it adds a note to that ticket instead (once per alert).
- Wait between tickets: after a rule opens a ticket for a resource, it opens no new ticket for that resource for the number of minutes you set; a device that is still offline when the wait ends gets its ticket then.
- Tickets are titled [Atlas AVD] followed by the rule name and the resource, the description carries the alert, resource, severity, time and message, and the due date is set a day ahead.
- Accelo rules run whatever the Atlas Flow and ConnectWise setting says, and are managed only on the Accelo page.
When the problem clears
With Resolve the ticket when the problem clears switched on (the default), Atlas adds a recovery note to the open ticket when the resource recovers. To also close it in Accelo, open Settings and choose the status in When the resource recovers, move the ticket to; the list shows your Accelo ticket statuses. With Keep the status (add a note only), closing the ticket stays with your team. Either way the next outage of that resource opens a new ticket.
Tickets and status sync
- Tickets lists every ticket Atlas opened, newest first: the Accelo ticket number, title, resource, whether automation or a person created it, and its status.
- Every 15 minutes Atlas reads the open tickets back from Accelo and records their status. A ticket your team resolves or closes in Accelo shows as Closed, so the same problem can open a fresh ticket next time. Sync ticket statuses now on Settings runs it straight away.
- Create ticket opens a short form (title up to 255 characters, description up to 8,000). The ticket is filed under the selected tenant's mapped company. A double-click or retry does not create a second ticket.
Sync assets into Atlas Vault
With Accelo connected, open Atlas Vault → Assets → RMM & PSA sync and click Add sync: pick Accelo as the source, an asset type (such as Server or Firewall), and the asset template each asset becomes, then map fields. Atlas then creates and updates a Vault asset for each active Accelo asset of that type every hour, or when you click Run now. Fields you can map are the asset's title, type, standing, creation date and company. Values someone edits by hand in Vault are never overwritten.
What the integration does not do
- It does not sync time entries, invoices, contracts, projects, sales or contacts, and it does not create or change companies.
- It does not assign a ticket to a staff member or run Accelo progressions; Accelo applies its own defaults.
- It opens tickets against the tenant's mapped company only; it cannot pick a different company per ticket.
- Notes and replies added in Accelo are not shown in Atlas.
- Asset sync only reads Accelo, and only each asset's standard details; it never creates or changes assets there.
- It connects one Accelo deployment per Atlas tenant. Credentials cannot be edited in place: disconnect and connect again with the new ones.
GCC High tenants
On a tenant or deployment in Azure Government (GCC High), calls to Accelo are blocked by default, because they can carry VM, host-pool and tenant names to a service outside the Government boundary. Connect fails with an Azure Government (GCC High) egress boundary message and nothing is stored, and pages that read from Accelo stay empty. The operator who runs your Atlas deployment can approve Accelo as a destination that is allowed to receive that data; once approved, the connector works normally. Running in Azure Government does not by itself make a third-party integration GCC High or CMMC compliant.
Switching off and disconnecting
- Switch off: on Settings, turn off Open tickets in Accelo and click Save. Your credentials, mappings and rules stay, but no tickets are opened and statuses are not synced until you turn it back on.
- Disconnect: click Disconnect on the card and confirm. Atlas deletes the stored credentials, stops opening tickets and syncing statuses, and pauses any Atlas Vault asset sync from Accelo. Mappings and rules are kept for when you reconnect. Tickets already opened stay in Accelo. Remove the service application in Accelo too if you no longer need it.
Troubleshooting
- Accelo sign-in failed: the client ID or secret is wrong, or the application was removed in Accelo. Copy both again from Configurations → API and connect again.
- Enter your Accelo deployment: type the first part of your Accelo address (acme for acme.accelo.com), or paste the address itself.
- No tickets are created: check the integration is switched on, a ticket type is chosen on Settings, the rule is enabled and matches the alert, a maintenance window is not active, the wait between tickets has passed, and the tenant is mapped to a company.
- Choose a default Accelo ticket type in Settings: Accelo needs a ticket type on every ticket. Pick one on Settings.
- Map this tenant to an Accelo company before creating tickets: add the tenant's mapping on Customers.
- A chosen ticket type, priority or status that no longer exists in Accelo is refused: pick another on Settings.
- Couldn't load this from Accelo: Accelo could not be reached or refused the request. Try again shortly.