Topic
This article is about the Professional Services Automation (PSA) Integration Marketplace in NinjaOne SaaS Backup.
Environment
NinjaOne SaaS Backup
Description
NinjaOne SaaS Backup’s Professional Services Automation (PSA) Integration Marketplace, accessible via the Integration menu in the NinjaOne SaaS Backup Partner Portal, provides a central location for partners to manage integrations across multiple PSA platforms.
Our integration automates service ticket generation, allowing for more efficient support management from a single platform. It also syncs subscription changes to simplify billing operations. Our integration marketplace now includes ConnectWise, Autotask, and HaloPSA, offering you greater operational flexibility and efficiency. The integration now extends beyond email to also support Entra-related activities, such as backup or restore failures. Review the sections below for more information.
Key Capabilities
The key capabilities of the NinjaOne PSA Integration Marketplace are as follows:
- You can connect directly to your PSAs from the NinjaOne SaaS Backup portal without prior activation, simplifying plan and organization creation and mapping.
- You can map plans to multiple PSAs simultaneously.
- You can only map organizations to one PSA at a time. Transitioning to a new PSA requires you to first disconnect from the current PSA.
Getting Started
To get started, you'll need to perform the following steps:
- Ensure connectivity by entering the correct credentials.
- Perform ticket and organization mappings. Plan mapping is not required.
Refer to our integration guides for seamless connections with our PSA platform partners to ensure smooth plan and organization setup:
Frequently-Asked Questions (FAQ)
The following section lists frequently asked questions from our customers, along with answers from our support team.
Who has access to the Integration page?
Master reseller, direct reseller, and sub-reseller with Owner, Super admin, and administrator roles can access the Integration page.
The guide describes the sequence from integration connection to plan and organization mapping. Can this sequence be altered, for example, by dealing with organization mapping before plan mapping?
Only ticket mapping is optional. Here are the rules:
- You can map plans and organizations before successfully mapping tickets.
-
You cannot map organizations before successfully mapping plans; otherwise, NinjaOne SaaS Backup will display a plan-mapping error message, as shown in Figure 1.
Figure 1: Plan mapping error message (click to enlarge)
Can my plan be mapped with multiple integrations?
Yes, you can map a plan with multiple integrations. You will see both integrations listed.
Since sub-resellers don’t have access to the Plan page, does that mean that they can’t map their plans with ConnectWise or Autotask?
Sub-resellers can still map plans assigned to them with both ConnectWise and Autotask integrations. They can navigate to the Integration page and click Plan Mapping.
Can my organization be connected to multiple integrations?
No. You cannot connect an organization to more than one integration at a time. If connected to multiple integrations, you'll need to revoke one of them.
How does Entra-related PSA ticket creation work?
The integration automatically creates a service ticket in a partner's connected PSA platform when a Microsoft Entra-related event occurs, such as a backup failure or warning. The ticket is saved as "open" in our system, and a recurring job checks on it. Once the underlying issue is resolved, the job sends a resolve request to the PSA, updating and closing the ticket without manual action.
What do error descriptions in a service ticket mean?
There are several types of error descriptions. The following table lists each type, along with a brief explanation.
| Error Description | Explanation |
|---|---|
| Email backup has failed |
This error covers the various email backup errors, including:
|
| OneDrive backup failed. Unable to connect to the mail server | Failed download item or request to Microsoft Graph with status code 404 (file not found), 429 (throttle), 503 (Microsoft service is down), connection reset by peer,| or timeout (related to our machine or network). |
| OneDrive backup failed. Authentication error | Failed download item or request to Microsoft Graph with status code 400 (missing params/data in request), 401 (permission related to user/account), 403 (no access to file, scopes, or permission related to file). |
| Main App (Global Admin) Token authorization error was detected | This error happens when the main app configuration can’t be authorized. There is a limit that prevents NinjaOne SaaS Backup’s users from accessing the app to call the Google task API. It ma be deleted, or the permission might be revoked. It could be that the UPN is invalid, a wrong combination of credentials data, or permission to log in is revoked. |
| Main App (Global Admin) Token authorization error is resolved | This happens when the main app resolves its issue and successfully generates the authorization token, allowing the process to continue. |
| Device Token authorization error was detected |
The program attempted to authenticate or authorize access using a device token, but that token was either:
This device token is the first step in the requested OAuth flows for any login. |
| Delegated Token authorization error was detected |
In systems like Microsoft Graph API or OAuth 2.0, a delegated token is used when:
This error occurs if permission is not granted when the user tries to give consent for a requested permission. |
| Backup tasks fail. Unable to connect to the mail server. | This error occurs when NinjaOne SaaS Backup encounters an issue connecting to the mail server to retrieve all tasks owned by the user. |
| Backup tasks fail. Unable to connect to GWS API due to per-day throttling | The throttling limit occurs when the Google tasks are being backed up. There is a limit that prevents NinjaOne SaaS Backup’s users from accessing the app to call the Google task API. It could be that the UPN is invalid, a wrong combination of credentials data, or permission to log in is revoked. |
| Backup tasks fail. Authentication error | Task backup failure occurs due to an incorrect combination of user data. It could be that the UPN is invalid, a wrong combination of credentials data, or permission to log in is revoked. |
| Backup contacts fail. Unable to connect to the mail server | This error occurs if NinjaOne SaaS Backup encounters an issue connecting to the mail server to retrieve all of the user's contacts. |
| Backup contacts fail. Authentication error | The contact backup failure occurs due to an incorrect combination of user data. It could be that the UPN is invalid, a wrong combination of the credentials data, or permission to log in is revoked. |
| Backup calendars fail. Unable to connect to the mail server | This error occurs when NinjaOne SaaS Backup encounters an issue connecting to the mail server to retrieve all of the user's calendars. |
| Backup calendars fail. Authentication error | The calendar backup failure occurs due to an incorrect combination of user data. It could be that the UPN is invalid, a wrong combination of the credentials data, or permission to log in is revoked. |
| Archive fail. Authentication error | The archive failure occurs due to an incorrect combination of user data. It could be that the UPN is invalid, a wrong combination of the credentials data, or permission to log in is revoked. |
| Backup calendars fail. GWS API connection error | This error occurs when the email address that owns the calendar is inactive or the calendar feature in the Google Workspace Admin console is disabled. |
| Backup contacts fail. GWS API connection error | This error occurs when the email address associated with the contact is inactive or the contact feature in the Google Workspace Admin console is deactivated. |