Using Field Effect MDR with an ITSM or PSA System

Introduction

Field Effect MDR, while being a powerful standalone solution, can integrate with several Information Technology Service Management (ITSM) or Professional Services Automation (PSA) tools, allowing you to use our technology within a familiar tool and workflow. 

Once you integrate Field Effect MDR with your preferred tool, AROs will synchronize into the tool as tickets or issues. As your team updates the ARO (comments or dismisses) within your system, the changes will be synchronized back to the MDR Portal, keep both systems, and our analysts, informed.

Configure Your Integration

We offer integrations for the following ITSM and PSA solutions. Please see the appropriate article below for your system and how to configure the integration: 

• Autotask 
• ConnectWise PSA
• HaloPSA
• ServiceNow

Whenever you onboard a new client, they will need to be added to the integration. 

The specifics for each integration are covered in the articles above, but use the links below to quickly navigate to client mapping for each ITSM or PSA tool: 
- Organization Mapping: Autotask
- Organization Mapping: ConnectWise
- Organization Mapping: HaloPSA
- Organization Mapping: ServiceNow

Use the Integration 

Once your integration is configured, communicate to your internal team that that Field Effect MDR is integrated, and that 

AROs will start appearing in the system. 

Share the following Help Center articles with your team to best enable them for working with AROs in the context of your ITSM/PSA tool: 

• AROs (Chapter):
• Dismiss Options within ITSMs
  • HaloPSA
  • Service Now
  • Autotask
  • ConnectWise