20.15. Datto RMM Integration: Sync Sites and Devices and Ingest Alerts

Datto RMM organizes devices into sites. This integration maps each Datto site to an AlgaPSA client, syncs the devices in mapped sites into Assets, and turns Datto alerts into routed tickets. Alerts arrive by polling, and you can add a webhook if you want them in seconds. Technicians can also open Datto's Web Remote and reboot a device from the asset page. Datto RMM is an Enterprise Edition integration.

For the model all RMM integrations share, see How RMM Integrations Work in AlgaPSA. For alert rules, maintenance windows, and polling, see Turn RMM Alerts into Tickets.

Prerequisites

• A Datto RMM account with permission to create an API user.
• The region (platform) you sign in to. Look at the address you use for Datto RMM. For example, https://merlot.rmm.datto.com is Merlot.
• A dedicated Datto API user for AlgaPSA. In Datto RMM, open that user and generate its API key and secret. Give its security level read access to the account, sites, devices, alerts, and audit data.
• Write access on that API user only if you want to use the optional Resolve the Datto alert when its ticket closes setting or the reboot action. A read-only API user works for everything else.

Connect AlgaPSA to Datto RMM

Datto RMM is listed on the RMM tab with the other RMM providers. Until you connect it, it shows Not connected.

Figure 1: Datto RMM on the RMM tab. Select it to open its configuration panel.

1. Navigate to Settings > General in the sidebar to open Admin Settings, then select Integrations (under Data & Integration), open the RMM tab, and select Datto RMM.
2. Choose your Platform. The list shows Datto's regions (Pinotage, Merlot, Concord, Vidal, Zinfandel, and Syrah), each with its API host. Choose Custom URL only if you need a different API host, then enter it in API URL. A trailing /api is added for you.
3. Enter the API key and API secret from your Datto API user. The eye icons show or hide what you type.
4. Click Save. AlgaPSA tells you to run Test Connection to activate the configuration.
5. Click Test Connection. A successful test shows the Datto account name with the number of sites and devices, and marks the integration Connected.

Figure 2: The Datto RMM panel before you connect. Save becomes available once you enter both the API key and the API secret, and Test Connection once they are saved.

The status panel at the top shows the API URL, Mapped Sites, Synced Devices, Active Alerts, and Last Sync. If the last sync failed, a Last error line appears below it.

Saved credentials show masked. Leave the fields empty to keep them. If you change the Platform or API URL, you must enter the API key and API secret again before you can save. This stops stored credentials from being sent to a new host.

Custom API URLs must be https and on a Datto host (*.centrastage.net or *.rmm.datto.com).

Map Datto sites to clients

1. Click Sync Sites in the Sites section. AlgaPSA imports your Datto sites into the Site Mapping table. Each row shows the Datto Site with its Datto ID.
2. Assign each site to an AlgaPSA client in the Alga Client column. If a client's name matches the site name (or the site's Autotask company name), the row shows a Suggested client. Suggestions are never applied for you. Pick the client yourself, or use Create client on the row to create one named after the site.
3. Create clients in bulk with Create clients for unmapped. The button shows how many sites it will cover. Each unmapped site gets a client named after it and is mapped to it. A site whose name matches an existing client is linked to that client instead.
4. Set a Default Contact if you want one. This is the contact attached to tickets created by alerts from this site.
5. Turn on Auto-sync for each site whose devices you want in Assets.

The table also has a People setting (Off, Suggest, or Auto-assign) that controls how AlgaPSA matches signed-in users on a site's devices to contacts, and a Billing profile column. The Signed-in users for site panel below the table lets you review those matches for one mapped site.

Two badges can appear on a site:

Syncing sites again refreshes site names and details. It never changes the client, Auto-sync, or contact you chose.

Create clients for new sites automatically

Turn on Create clients for new sites automatically in the Sites section if you want new Datto sites to get clients without a manual step. Sites are refreshed before every scheduled device sync. When the setting is on, a site seen for the first time gets a client named after it, or is linked to the client that already has that name. Sites that are already unmapped and on-demand sites are left alone. Turning this on requires permission to create clients.

Sync devices

1. Click Sync Devices in the Devices section. Datto devices in mapped sites with Auto-sync on become AlgaPSA assets.
2. Check the result. A successful run reports how many devices were processed, created, updated, and failed.

A site is skipped if it has no client or Auto-sync is off. Map first, then sync.

The manual Sync Devices button always runs a full sync.

Software inventory

• Ingest Software reads Datto's software audit and records the software installed on synced assets.
• Ingest software during device sync does the same as part of every device sync. It reads the software audit of each changed device, so it adds one extra Datto API call per changed device. That can be slow on large accounts.

Schedule device sync

In the Scheduled device sync section:

1. Turn on Sync devices on a schedule.
2. Set Run every (minutes) to a whole number from 15 to 1440. The default is 60.
3. Click Save sync schedule. The scheduler applies it within a few minutes.

Scheduled runs are incremental, so they only touch devices that changed. The section shows the last scheduled run, the last sync of any kind, and the error if the last sync failed. A shorter interval keeps data fresher and uses more Datto API calls.

Alerts and tickets

Alerts come in through polling. A webhook is an optional faster path.

Polling

In the Alert Automation section, Alert Polling has a Polling enabled switch and an Interval of 5 to 60 minutes. AlgaPSA checks Datto for open alerts and runs new ones through your alert rules. Last polled shows the most recent run. Polling also notices alerts that have cleared in Datto and closes their untouched tickets.

Click Sync Alerts in the Alerts section to pull open Datto alerts right now. Use it after setup, or any time you think an alert was missed. Only alerts from mapped sites are processed.

Alert rules and priority

Alert rules decide which alerts become tickets, which board they land on, and who is notified. Rules and maintenance windows work the same for every RMM. See Turn RMM Alerts into Tickets.

Datto alert priority maps to AlgaPSA severity like this:

Resolve the Datto alert when a ticket closes

Turn on Resolve the Datto alert when its ticket closes if you want closing the ticket to resolve the alert in Datto. This needs a Datto API user with write access to alerts. Leave it off for a read-only API user.

With it off, a ticket closed while its alert is still open in Datto can be followed by a new ticket on the next poll. Resolve the alert in Datto, or turn the setting on, to avoid that.

Webhook (optional fast path)

Polling is the guaranteed path. To get alerts in seconds, add a webhook response action to your Datto monitor policies. The Webhook (optional fast path) section gives you everything to paste:

In Datto, add a webhook response to your monitors using the URL, header, and body template. Alerts from sites that are not mapped are not recorded.

Regenerate secret creates a new header secret. The old one stops working immediately and webhook alerts are rejected until every Datto webhook sends the new value. Polling is not affected.

If you cannot see the webhook fields, you need permission to update settings.

Reboot and Web Remote from an asset

• Web Remote. For a synced Datto device, the asset's Remote Access menu offers Remote Desktop. It opens the device's Datto Web Remote session in your browser.
• Reboot. In Asset actions, choose a Reboot component and click Save. Technicians can then use Reboot Device on the asset. AlgaPSA runs the component on the device as a quick job. This needs a Datto API user with write access. If the component list cannot load, paste the component's UID instead. Leave the field empty to turn the reboot action off.

Disconnect

Click Disconnect and confirm. AlgaPSA removes the stored API key and secret, resets the webhook secret, and stops scheduled syncs. Site mappings and synced assets are kept. To connect again, enter the API key and secret and run Test Connection.

Operational checks

• The status panel shows Connected with a recent Last Sync.
• Mapped Sites matches the number of sites you expect, and the sites you want have Auto-sync on.
• After Sync Devices, spot-check one client's asset list.
• Create a test alert in Datto and confirm a ticket appears on the board your rule chooses, within one polling interval (or within seconds if the webhook is set up).

Troubleshooting

If devices do not appear after a sync, check that the site has a client and Auto-sync on, and that it does not show Not in Datto.

Related topics

• How RMM Integrations Work in AlgaPSA: the shared model behind every provider
• Turn RMM Alerts into Tickets: alert rules, maintenance windows, and polling