RMM alerts to tickets (webhooks)

SummitPSA can turn RMM alerts into tickets via inbound webhooks. Your RMM posts a JSON payload to a unique URL and SummitPSA creates a ticket from it. (This is alert-to-ticket, not asset import.)

Create a webhook

1. Go to Admin → RMM webhooks → New webhook.
2. Pick a source type: ninjaone, datto, connectwise_rmm, generic, or custom.
3. Set a default priority, and optionally a default category and default agent for tickets created from this source.
4. Save. SummitPSA generates a secret token and shows the full URL once — copy it now:

   https://your-install/api/webhooks/<token>

5. Paste that URL into your RMM's outbound-webhook / notification settings.

How payloads are handled

• The endpoint is public; the token in the URL is the secret. An unknown or inactive token returns 404.
• The payload is parsed per source type. Severity is mapped to priority (critical / high / medium / low) from fields like severity or priority.
• If the parser yields critical, that priority is kept; otherwise the config's default priority applies.
• If the alert carries a hostname/device that matches an active asset, the ticket is linked to that asset and its company.
• Tickets are created with source rmm and type incident.

Monitoring

Each webhook keeps a log (last 50 deliveries) showing the result — ticket_created or error with the message and raw payload. Processing failures return 500 and are recorded there.

For an RMM not on the list, use generic or custom: it reads common fields (title/subject/message, description/body/details, hostname/device) and falls back to the full JSON in the description.