Transcript
This video introduces and demonstrates Cove integration with HelloPSA for ticketing workflows. Managed Service Providers or MSPs operating fast-moving, alert-heavy environments where every minute counts. Backup failures, if not acted on quickly, can turn into customer-impacting incidents. Yet, many MSPs still have to rely on email notifications and manual ticket creation to manage backup issues, leading to delays, missed alerts, and fragmented workflows. The Cove and HelloPSA integration addresses this challenge by automatically creating and updating service test tickets in HelloPSA. When backup failure events occur in Cove, the result is a more connected, responsive, and operationally efficient ticketing workflow for our MSPs. MSPs understand how the integration works at a high level. Cove actively monitors all backup jobs and associated devices. If a notification for PSA ticketing is configured, upon detecting a backup failure, Cove promptly identifies and records the event. Detailed information regarding the event, including customer, device, issue type, and timestamp is securely transmitted to HelloPSA via its APIs. A ticket is generated with appropriate priority and SLAs aligned with the device category within Cove. HelloPSA operator oversees the subsequent lifecycle of the ticket, including assignment, modifications to priority if any, SLA tracking, closing of tickets, and related actions. If automated ticket creation fails, Cove issues a device backup failure notification via email to the designated internal recipients. I will now show how to set up and integrate HelloPSA with Cove, and then demonstrate the integration in action. We will start by reviewing the necessary HelloPSA configurations. First, we will create a new customer. I'm going to name this customer as demo customer. Once the customer is created, the next step is to create a category. All the tickets that Cove creates would be listed under this category. So as you can see, in order to create the category, we need to traverse the path of configuration, followed by tickets, followed by categorization. Please note that the category should be created in category 1 section only. It should be Cove Data Protection and NTKC, as shown in this example. Once the category is created, the next step is to configure role for our integration. So the path for configuring role is configuration, teams and agent roles. I'll create a new role over here. I will name it as demo role. We need to first save this configuration, and then edit it again so that we can update some other fields. The first thing that we need to change is under the department and teams section, where the field of membership level to all departments. So this indicates to which departments this particular role can update tickets for. So I'm selecting over here modify all. The next step is under the permissions section. Now under permission, there are two parts. One is the feature access, and second is the ticket permissions. So first we will do it for the feature access. The ticket access level should be set to read and modify. This will allow the APIs to create as well as read the tickets that are already present over in HelloPSA. The second one is customer access level. We don't want to update any customer data on HelloPSA side. So we'll set this to read only. Once this is done, we will save the configuration. So the permissions for feature access is set. Now we will also set the permissions for ticketing. Again same way we will go in the edit. For the permissions section, we'll continue in the same tab. Go to the ticketing area. Now can add new tickets. This has to be set to yes so that Gov can create new tickets. And also in order to have our internal bookkeeping operation, we want to also have access to any unassigned tickets. So we'll just set this to yes also. Once these configurations are done, we will save it. So the role is also created. The next step is to go and configure an agent. So in the same section, we continue. So the path for this is configuration, teams and agents, and agents. I will create a new agent by adding. We will select it as we'll name it as demo agent. Now there are a few things that we need to set it up over here. First thing is we need to have a role to be configured. So we had named the role as demo role. So we will choose that. And once that is done, we will actually go ahead and save this configuration. So it will ask for one more field. Put it as per your configuration needs and save it. Default working also. Now this is saved. So the agent is also created. Now one more permission, one more configuration that we need to do is to actually set up the API application in Hello PSA. So we'll again go to teams and agent application configuration. Go to integrations. Hello PSA API and view applications. So we will actually create a new application, which we would be using to integrate with Go. So as you can see, we have some examples which we have already created. But we'll do a new one, new application. I will name this as demo application. Now since this is API based, we want to have the authentication mechanism as client ID and secret. So I will choose that. An important point to note over here at the bottom, we can see the client ID and client secrets has been created. These are the two values that we need. And need to be entered on the co-op side. So we will copy both of these. So once the copying is done, the login type should be set to agent, as it is already seen here. The agent login should be application identity. And following it, the identity roles should be the role that we have created previously. So it should be set to demo role. Once these changes are done, we have to save. But before we do that, we need to actually grant some permissions to this application. So we go to the permissions tab. Now in this, this is a critical step. So the application should be able to read tickets, edit existing tickets, and also read customers. So these are the three permissions that we are granting to this application. These are the bare minimum permissions which are needed. Once this is done, I will save the configuration. And with this, the Hello PSA side of configuration is done. The next step for us is to configure the integration in Cove. So as you can see, we now have a new integration tab under the management section. So the first integration that we have done for Cove is with Hello PSA. So this is a wizard-driven configuration. So to begin the configuration, we will start with the Configure button. Now we need to provide some information over here. The connection name is the connection of your choice to identify this connection. So I will give it as demo connection. Client ID and Client Secret are the fields that we have copied from the application configuration in Hello PSA. So I'll just take those two values and enter them here. We need to provide the tenant name. So this is the Hello PSA tenant name. Once the information is provided, I'll click on Connect. So this would actually do a connection to the Hello PSA, authenticate, and ensure the connection details are entered correctly. We can see a success message being printed over here. Once this is done, we hit on Next. And this is where we actually do the customer mapping. On the left side, we would see the customers from Cove. And on the right side, you would see the customers that automatically fetch from Hello PSA. Now because we don't have, for this demo purpose, we don't have additional customers on the Cove side, that's why we are seeing only the parent reseller being listed. But if you click on the dropdown for PSA customer, the entire list of all the customers on the PSA side would be populated. So if you remember, the first step during the configuration that we did was we created a customer called as Demo Customer. So I'm just taking that customer as an example over here. And once this is done, you can see the Next button has been enabled. We'll just hit Next. So with this, what happens is any ticket failures that are happening for my Cove customer, those tickets would be created under the umbrella of Demo Customer on the Hello PSA side. Once we hit Next, this is a summary screen which shows the details as well as how many customers are mapped, how many are unmapped. Since this example only has one customer, we can see only one as the map over here. There are next steps which are being also mentioned is once we hit Confirm, the next step is to configure the notification and how to do it and which option to be selected. So I'll just hit Confirm over here. So as you can see on the top, there is a pop-up which came indicating that the configuration is successful. And we have to move on to notification. One thing that we need to observe over here is now the Hello PSA has changed from Configure to Manage. So this indicates that we actually have an active Hello PSA configuration present in Cove now. The next step is to configure a notification. So I'll go to the Notifications tab. The process is similar as we configure the email notification. So we click on Add Notification, give it a name. So I'll name it. Select the customers, select the type of trigger we want. We are looking at only backups for now. And mine is a workstation. So the workstation option gets automatically selected. The important point to note over here is the Notify By option. Earlier we had only email, but now we had email as well as the PSA ticket, which is the PSA ticketing integration. Once we select this, we do a check to ensure there is a valid PSA configured in this environment. If not, an appropriate error would be popped up, indicating that first step is to actually configure the integration and then configure the notification. The integration can only be configured at a customer or a user, which is at a reseller level. The internal recipient fields is already populated. This we use as a fallback mechanism in case due to some communication errors or API errors with HelloPSA. If there is a failure in that case, we fall back to the traditional email notification mechanism for alerts. Once this is done, I will save the notification. And as you can see now, another notification has been added indicating it's a ticket. Also, if you look at the alert.com column, earlier it was email in one of the example. And now the new notification that I have created is of type PSA ticket. So we are indicating it by the ticket icon. Now we'll actually look at the ticketing workflow in action. I have logged into my virtual machine. It's a Windows workstation. And in this VM, I have created two directories, one called as backup. As you can see, the size indicates there are a few files which are present in it. And I also have an empty test folder, which is empty. This is more to do with a simulation where when I want to attempt a backup of an empty test folder, it's a failure scenario. And we could actually see a ticket being created for Hadoop PSA. So to begin with, I will configure Kove to first show a successful backup. So I will change my backup target or backup folder as backup. And next, I will change the configuration to backup empty test folder. So I'll go to Kove dashboard, profiles, 24 RPO, which I'm using. And as you can see over here, currently it is set to the backup files location. It's currently set to equal and backup. So we are good over here. So I'll just save this configuration to ensure everything is OK. The profile is successfully saved. And now what I'll do is I'll actually go to the backup manager. And I will confirm again, yes, the directory is backup. And I will execute a on-demand backup over here. So the backup has started. And it has completed, because there was already a backup which was already present. So it didn't take much time. So we'll just confirm over here. And as you can see, the latest backup for this particular device, which was taken just now, is completed successfully. So just go to the backup profiles or backup dashboard as backup. Profiles or backup dashboard again. And see that, OK, the latest backup that was done was successful. So now the next step is to actually see the ticketing workflow in action. I will go back to the profiles. And I will change the backup file locations to point to the empty folder now. So I'll just show you once. So this is an empty folder. I'll just copy this location and paste it over here. This is a simulation. And this is the fastest way to actually showcase a backup failure. I will save this configuration. So again, you can see the profile is successfully modified. Now, again, to reiterate, we have the integration in place via the configuration wizard. We have the notification place where we have the backup PSA ticket configured, the second notification that we are seeing over here. And we will just go to the customer section on Hello PSA and open the dashboard for the customer that we have created, which was demo customer. The demo customer is showing up over here. And under the ticketing section right now, there is nothing. So there are no active tickets which have been created as of this moment. So what I will do is now I will trigger another backup. So now this time, the backup is of the empty folder. And we expect to see a failure over here now. So as you can see, now this has changed. And the latest backup has failed. Now, I'll go back to the cove dashboard. And the latest one status is marked as failed. So if you come to PSA, and I do a refresh over here, as you can see, a new ticket has been created for the demo customer. So this is the actual failure scenario. This is how the ticket will be created. If I click on this ticket now, we are following the same template as we do for the email notification. So it has all the information pertaining to the device as well as the session. And we also have the number of errors point. Now, a good thing over here is we have directly provided a link for open device properties and provided the user has sufficient access. If you actually click over here, it would land up in the cove dashboard at the point where we will see the errors that are being shown. And because it is an empty folder, we are seeing that it says that there is no data available for backup. So this is a simulated backup failure where we could actually see that because we have a notification configured, the ticket was created in HelloPSA. With this, we come to the end of the demo session for cove integration with HelloPSA. Thank you. Integration of cove and HelloPSA achieves the task of bringing backup and service desk together. For MSPs, backup protection is only as good as the response that follows a failure. By integrating cove directly with HelloPSA, backup incidents become first class citizens in the service desk workflow, visible, actionable, and accountable. The cove and HelloPSA integration helps MSPs respond faster to backup failures, reduce operational friction, improve SLA adherence, and deliver a more consistent support experience to customers. By connecting backup intelligence with service desk execution, MSPs can move from reactive alert handling to proactive service delivery. Thank you.
