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Alerts

The alert center aggregates security, system, and operational alerts across your entire fleet into a single view.

Alert Types

  • Security alerts — authentication failures, unauthorized accounts, security service changes
  • Device alerts — devices becoming unreachable, connection timeouts, authentication errors
  • Operational alerts — failed backups, firmware update issues, sync failures
  • Compliance alerts — policy violations, configuration drift, license expirations

How Alerts Work

The platform monitors your fleet continuously and generates alerts when conditions require attention. Alerts are categorized by severity and type so you can focus on what matters most.

Notification Delivery

Alerts can be delivered through multiple channels:

  • In-app — visible in the alert center dashboard
  • Email — sent via the email integration if configured
  • SIEM — forwarded to Splunk if configured
  • Webhook — posted to a custom endpoint
  • Chat — posted to Slack or Microsoft Teams
  • PSA tickets — auto-created in ConnectWise when configured (see below)

Alert-Driven ConnectWise Tickets

When a ConnectWise integration is connected, you can configure alerts to automatically open a service ticket. This lets operations respond from your existing PSA workflow without watching the alert center.

How it works

  • An alert of a configured type fires for a device or organization
  • SonicSaaS opens a ConnectWise ticket using the board, company, and status you selected for that alert type
  • The ticket is linked to the alert so subsequent updates (acknowledge, resolve) reflect back as ticket notes
  • When the alert auto-resolves, the linked ticket is updated accordingly — no manual close required in most cases

What to configure

  1. Configure the ConnectWise integration so the correct company mappings exist for your managed organizations.
  2. On each alert type you want to escalate, set the destination board, default status, and priority.
  3. Choose whether recurring alerts should re-open the same ticket or create a new one.

Tips

  • Start with a small number of alert types (e.g., device unreachable, failed backup) so your PSA queue isn’t flooded while you tune thresholds
  • Map SonicSaaS organizations to the right ConnectWise companies before enabling ticket creation — unmapped organizations will fall back to a default company if configured, or skip ticket creation
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