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SuperOps

dotMARC can open a SuperOps ticket when an alert fires, resolve it when the alert resolves, and resolve the alert when a tech resolves or closes the ticket in SuperOps. It can do this alongside HaloPSA, NinjaOne, ConnectWise and Autotask: see PSA integration for how several PSAs work together.

1. Create an API token​

In SuperOps, open Settings > My Profile > API Token and generate a token. Copy it when it's shown.

Tickets are raised as the person who owns the token, so a dedicated technician account for dotMARC is the tidiest choice. That account needs permission to view clients and to create and update tickets.

2. Find your subdomain and region​

  • Your subdomain is the part before .superops.ai in the address you sign in at. For contoso.superops.ai it's contoso.
  • Your region is the data centre your account is hosted in: United States or Europe.

3. Connect dotMARC​

In dotMARC, open Manage > PSA settings and choose the SuperOps tab.

  1. Choose the Region, enter the Subdomain and paste the API token.
  2. Select Save SuperOps settings.
  3. dotMARC loads your SuperOps statuses, priorities, urgencies and categories as soon as the connection is saved. (Load options from SuperOps reloads them if you change them in SuperOps.) Choose:
    • the New ticket status (Open, unless you've renamed it)
    • the Closed status dotMARC moves a ticket to when its alert resolves (Resolved, unless you've renamed it)
    • optionally a Priority and Urgency
    • a Category. It's optional in dotMARC, but many SuperOps accounts won't resolve a ticket that has no category, so choose one if yours is among them.
  4. Type the Request type alert tickets are created with. It's Incident unless you change it, and it must match a request type in your SuperOps exactly. SuperOps has no list of request types for dotMARC to load, so this one is typed.
  5. Turn on Enable SuperOps tickets and save again.

Tickets go to the SuperOps client linked to the domain's Group. On Manage > Groups, each Group has a SuperOps client column. A Domain can override its Groups' client on Manage > Domains.

5. How resolving works​

When an alert resolves, dotMARC adds a private note to the ticket saying so, then moves the ticket to your closed status.

dotMARC checks its open SuperOps tickets every few minutes (every 5 by default, set with the Psa:PollIntervalMinutes setting). A ticket a tech moves to your closed status, or to Resolved or Closed, resolves its alert at the next check. If resolving a ticket fails, dotMARC keeps trying at each check. A ticket deleted in SuperOps is no longer checked, and its alert stays open.

6. Test the integration​

Test the integration on the SuperOps tab runs the whole lifecycle against your live SuperOps with the saved settings. It creates a clearly marked test ticket, reads it back as open, resolves it, and reads it back as resolved, which is exactly how dotMARC notices a tech's close. Real alerts aren't touched. If a step fails, it says what to check.

Troubleshooting​

  • SuperOps refused the API token. Check the token is current, and that the subdomain and region match the address you sign in at.
  • Invalid status, request type, priority or category. SuperOps matches these by name, so a value that doesn't exist in your account is refused. Reload the options and choose again, and check the request type's spelling.
  • A value is required for category. Your SuperOps won't resolve a ticket without a category. Choose a Category on the SuperOps tab. dotMARC applies it to new tickets, and when resolving an older ticket that has none.
  • Tickets don't link to SuperOps. dotMARC shows SuperOps ticket numbers without a link.