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
- The Tigerpaw REST API installed on your server and reachable from the internet over HTTPS, with a certificate from a trusted provider
- A Tigerpaw rep record for Atlas with a REST API public and private key, whose security role can read accounts and assets and read, create and update service orders
What you can do
- Open Tigerpaw service orders automatically from Atlas alerts, Atlas Reach devices going offline, Atlas Reach checks failing, and failed deployments, with a rule per kind of problem.
- Avoid service order storms: one open service order per affected resource, a wait between service orders per rule, and quiet hours during maintenance windows. A repeat adds a note to the open service order.
- Note the recovery on the service order when the problem clears, and optionally move it to a status you choose.
- Choose the service order type and priority new service orders get, or leave Tigerpaw's defaults.
- Create a service order by hand from the Tigerpaw page.
- Map each Atlas tenant to a Tigerpaw account, with suggested matches by name.
- See every service order Atlas opened and its Tigerpaw status, refreshed every 15 minutes.
- Sync the managed assets of your mapped accounts into Atlas Vault, by asset type.
- Ask Atlas Advisor whether Tigerpaw is working, with or without an AI provider.
Step 1: Find your Tigerpaw REST API address
The Tigerpaw REST API runs on your own web server, at the address your team set up when it was installed, for example https://api.yourcompany.com, often on port 8443 (https://api.yourcompany.com:8443). Opening that address followed by /docs/index in a browser shows the API's method list; if it opens from a device outside your network, Atlas can reach it too. Atlas only connects over HTTPS, and cannot reach a server that is only on a private network.
Step 2: Create the keys in Tigerpaw
In Tigerpaw, go to Edit → Master Tables, expand Rep → Account Reps, and choose or create a rep for Atlas. On the rep's Admin tab, the REST API Security section shows its Public key and Private key; click Generate if the rep has none yet. A rep used only for the API does not sign in to Tigerpaw and does not use a license. Give the rep a security role that can read accounts and their assets, and read, create and update service orders.
Step 3: Connect in Atlas
Once connected, the card shows Manage, which opens the Tigerpaw page, and Disconnect. Both keys are stored encrypted.
- Select the tenant in the tenant picker.
- Go to Administration → Integrations and click Connect on the Tigerpaw (Rev.io PSA) card.
- Enter the REST API URL, the Public Key and the Private Key, and click Connect. Atlas checks the keys and reads your Tigerpaw accounts before saving anything; if Tigerpaw rejects the keys or cannot be reached, nothing is stored.
Step 4: Map tenants to accounts
On the Tigerpaw page, open Accounts. Each active Atlas tenant has a row: pick its Tigerpaw account and click Save. Vendor accounts are not offered.
- Suggest matches proposes an account 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 accounts 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 service orders 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 service order: 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 service orders. Optionally set a maintenance window during which the rule opens none.
- One service order per resource: while a resource has an open Tigerpaw service order from automation, a new alert for it adds a note to that service order instead (once per alert).
- Wait between service orders: after a rule opens a service order for a resource, it opens no new one for that resource for the number of minutes you set; a device that is still offline when the wait ends gets its service order then.
- The brief description reads [Atlas AVD] followed by the rule name and the resource, and the work requested carries the alert, resource, severity, time and message.
- Tigerpaw rules run whatever the Atlas Flow and ConnectWise setting says, and are managed only on the Tigerpaw 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 service order when the resource recovers. To also move it on in Tigerpaw, open Settings and choose the status in When the resource recovers, move the service order to; the list shows your Tigerpaw service order statuses. With Keep the status (add a note only), closing the service order stays with your technicians. Either way the next outage of that resource opens a new service order.
Service orders and status sync
- Service orders lists every service order Atlas opened, newest first: the Tigerpaw service order number, brief description, resource, whether automation or a person created it, and its status.
- Every 15 minutes Atlas reads the open service orders back from Tigerpaw and records their status. A service order your team completes, closes or voids in Tigerpaw shows as Closed, so the same problem can open a fresh one next time. Sync service order statuses now on Settings runs it straight away.
- Create service order opens a short form (title up to 200 characters, description up to 8,000). The service order is opened on the selected tenant's mapped account. A double-click or retry does not create a second one.
- On Settings you can also choose the service order type and priority Atlas uses for new service orders. Left on Tigerpaw's default, Tigerpaw applies its own.
Sync assets into Atlas Vault
With Tigerpaw connected and at least one tenant mapped, open Atlas Vault → Assets → RMM & PSA sync and click Add sync: pick Tigerpaw as the source, an asset type (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 managed asset of that type on your mapped accounts every hour, or when you click Run now. Assets Tigerpaw marks as removed are skipped. Fields you can map include the asset name, description, provider, serial number, operating system, CPU, memory and disk, IP and MAC address, last user, the dates the asset was added and last polled, and the account. Values someone edits by hand in Vault are never overwritten.
What the integration does not do
- It does not sync time logs, parts, expenses, quotes, invoices, contracts, agreements or contacts, and it does not create or change accounts.
- It does not assign a technician or dispatch board; Tigerpaw applies its own defaults.
- It opens service orders on the tenant's mapped account only; it cannot pick a different account per service order.
- Notes added in Tigerpaw are not shown in Atlas.
- Asset sync only reads Tigerpaw, and only the accounts mapped on the Tigerpaw page; it never creates or changes assets there.
- It connects one Tigerpaw REST API server 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 Tigerpaw 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 Tigerpaw stay empty. The operator who runs your Atlas deployment can approve Tigerpaw 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 service orders in Tigerpaw and click Save. Your keys, mappings and rules stay, but no service orders 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 address and keys, stops opening service orders and syncing statuses, and pauses any Atlas Vault asset sync from Tigerpaw. Mappings and rules are kept for when you reconnect. Service orders already opened stay in Tigerpaw. Generate new keys on the rep in Tigerpaw if you no longer want the old ones to work.
Troubleshooting
- Tigerpaw rejected the supplied credentials: the public or private key is wrong, or was regenerated on the rep. Copy both again from the rep's REST API Security section and connect again.
- Connect fails saying it could not connect: check the REST API URL, including the port, opens from outside your network, and that its certificate is from a trusted provider (a self-signed certificate does not work).
- apiUrl must be a valid https:// URL: enter the address starting with https://, without a user name, password or query.
- No service orders 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 service orders has passed, and the tenant is mapped to an account.
- Map this tenant to a Tigerpaw account before creating service orders: add the tenant's mapping on Accounts.
- Service orders are not created or statuses stay unchanged although the keys work: the rep's security role needs permission to create and update service orders. A chosen type, priority or status that no longer exists in Tigerpaw is also refused: pick another on Settings.
- Couldn't load this from Tigerpaw: Tigerpaw could not be reached or refused the request. Try again shortly.