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 MSP Manager API key, created by a user who can manage tickets (and read customers and assets)
- At least one active service item for each MSP Manager customer Atlas files tickets for. MSP Manager files every ticket under a service item
What you can do
- Open MSP Manager 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.
- Create a ticket by hand from the MSP Manager page.
- Map each Atlas tenant to an MSP Manager customer and service item, with suggested matches. When N-able N-central is connected too, suggestions follow the link MSP Manager already keeps between its customers and N-central's.
- See every ticket Atlas opened and its MSP Manager status, refreshed every 15 minutes.
- Sync MSP Manager assets into Atlas Vault, by asset class.
- Ask Atlas Advisor whether MSP Manager is working, with or without an AI provider.
Step 1: Create an API key in MSP Manager
In MSP Manager, go to My Account → API Keys and create a key for Atlas. The key acts with the permissions of the user who creates it, so create it as a user who can manage tickets and read customers, service items and assets. You can give the key an expiry date; when it expires, reconnect with a new one. MSP Manager is cloud-hosted, so there is no server address to note.
Step 2: Connect in Atlas
Once connected, the card shows Manage, which opens the MSP Manager page, and Disconnect. The key is stored encrypted.
- Select the tenant in the tenant picker.
- Go to Administration → Integrations and click Connect on the N-able MSP Manager card.
- Paste the API Key and click Connect. Atlas reads your MSP Manager company and customers with the key before saving anything; if MSP Manager rejects it, nothing is stored.
Step 3: Map tenants to customers
On the MSP Manager page, open Customers. Each active Atlas tenant has a row: pick its MSP Manager customer and, optionally, the service item its tickets are filed under, and click Save. Leave the service item on Customer's default service item to use the customer's default (or its only active) service item.
- Suggest matches proposes a customer for each tenant that has no mapping yet. With N-central connected, it first looks for the N-central customer named like the tenant and the MSP Manager customer linked to it; otherwise it matches names, ignoring case, punctuation and suffixes such as Inc or Ltd. A name that matches two customers 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.
- If a customer has several active service items and none is the default, choose one on the mapping, or Atlas cannot file the ticket.
Step 4: Create automation rules
Open Automation and click Add automation rule. Give the rule a name and choose Open a ticket when: 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 (Only after), and the wait between tickets. Optionally set a maintenance window during which the rule opens no tickets.
- One ticket per resource: while a resource has an open MSP Manager 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, and the description carries the alert, resource, severity, time and message.
- MSP Manager rules run whatever the Atlas Flow and ConnectWise setting says, and are managed only on the MSP Manager 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 MSP Manager, open Settings and choose the status in When the resource recovers, move the ticket to; the list shows your MSP Manager ticket statuses. With Keep the status (add a note only), closing the ticket stays with your technicians. 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 MSP Manager ticket number, title, resource, whether automation or a person created it, and its status.
- Every 15 minutes Atlas reads the open tickets back from MSP Manager and records their status. A ticket your team completes or closes in MSP Manager 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 200 characters, description up to 8,000). The ticket is filed under the selected tenant's mapped customer and service item. A double-click or retry does not create a second ticket.
Sync assets into Atlas Vault
With MSP Manager connected, open Atlas Vault → Assets → RMM & PSA sync and click Add sync: pick N-able MSP Manager as the source, an asset class (such as Workstation or Server), and the asset template each asset becomes, then map fields. Atlas then creates and updates a Vault asset for each MSP Manager asset of that class every hour, or when you click Run now. Fields you can map include the device name, manufacturer, model, serial number, operating system, IP and MAC address, domain, last user, purchase and warranty dates, and the customer. Values someone edits by hand in Vault are never overwritten.
What the integration does not do
- It does not sync time entries, invoices, contracts, service item billing or contacts, and it does not create or change customers.
- It does not set a ticket's priority, queue or assignee; MSP Manager applies its own defaults.
- It opens tickets for the tenant's mapped customer only; it cannot pick a different customer per ticket.
- Ticket notes and replies added in MSP Manager are not shown in Atlas.
- Asset sync only reads MSP Manager; it never creates or changes assets there.
- It connects one MSP Manager account per Atlas tenant. Credentials cannot be edited in place: disconnect and connect again with the new key.
GCC High tenants
On a tenant or deployment in Azure Government (GCC High), calls to N-able MSP Manager 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 N-able MSP Manager stay empty. The operator who runs your Atlas deployment can approve N-able MSP Manager 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 MSP Manager and click Save. Your key, 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 API key, stops opening tickets and syncing statuses, and pauses any Atlas Vault asset sync from MSP Manager. Mappings and rules are kept for when you reconnect. Tickets already opened stay in MSP Manager. Delete the key in MSP Manager too if you no longer need it.
Troubleshooting
- N-able MSP Manager rejected the supplied credentials: the key is wrong, has expired or was revoked. Create a new one and connect again.
- No tickets are created: check the integration is switched on, 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 customer with a usable service item.
- Map this tenant to an MSP Manager customer before creating tickets: add the tenant's mapping on Customers.
- The mapped MSP Manager customer has no default service item: choose a service item on the tenant's mapping, or set a default service item for the customer in MSP Manager.
- Tickets are not created or statuses stay unchanged although the key works: the user who created the key needs permission to manage tickets in MSP Manager.
- Couldn't load this from MSP Manager: MSP Manager could not be reached or refused the request. Try again shortly.