When SmartTile confirms an outage it opens the service-desk ticket in your Kaseya BMS or Pulseway PSA, notes it while the outage runs, and resolves it on recovery by your rules. Your desk works the ticket where it already works.
api.psa.pulseway.com, or api.bms.kaseya.com for Kaseya BMS) — signed in as a dedicated API user of your tenant.A monitoring alert that lives outside the service desk gets re-typed by hand — account, location, device, when it started. SmartTile ServiceAutomate™ writes the ticket straight into your Kaseya BMS or Pulseway PSA (same product, same API, same connector) with your ticket type, source, status, priority, queue, issue type, assignee and SLA already set, and keeps it current until the site is back.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone reads the alert, opens the service desk and types the ticket. | A ticket opens on your chosen account and location, after your open delay — a blip that recovers inside the delay never tickets. |
| Several devices at one site | One ticket per device, then someone merges them. | One ticket per location by default — or one per device, your choice. |
| The outage evolves | Updates arrive by e-mail, pasted in later, if at all. | SmartChoice ticket updates and CarrierAutomate™ carrier-call notes land as private notes, using your note type. |
| Your technician adds a note | The NOC never sees it. | Carried to the SmartChoice ticket every 5 minutes, and SmartChoice journals come back the other way. |
| It comes back | Someone notices and closes it — or forgets. | A restoration note, then resolve now, after N minutes, or never — held open while any other device at the site is still down. |
| Your team closes it first | Two systems disagree. | Every 5 minutes SmartTile reads status and assignee back; closed in the service desk means resolved in SmartTile. |
https://api.bms.kaseya.com.| Setting | What it does |
|---|---|
| Wait before opening | Minutes of confirmed outage first. Default 0 = open at once. |
| Auto-close | On restore (default), after N minutes up, or never. |
| One ticket per | Location (default) or device. |
| Restoration / update notes | Private to agents (default) or customer-visible. |
| Link to hardware asset | Match by asset name, then IP, then serial (default on). |
| Ticket link template | Builds the clickable link, e.g. …/Tickets/Details/id. |
| Bi-directional sync | Off = push only; nothing read back. |
Account / location: as chosen in setup · Type / source / priority: from your pick-lists
Location: Head Office · Device: FG-60F Head Office · IP Address: 203.0.113.10
Status: DOWN · Detected By: SmartTile
Linked SmartChoice/Rev.IO ticket: #83421 · Hardware asset linked by name
/v2/security/authenticatePassword grant for the API user; bearer token cached until just before expiry/v2/system/statuses/lookupTest Connection — reports how many ticket statuses it can read/v2/crm/accounts/lookup (+ locations, contacts)Setup pick-lists: account, then its locations and contacts/v2/system/…/lookupPriorities, queues, issue types, SLAs, ticket and note types, sources, assignees/v2/servicedesk/hardwareasset/searchselectFind the device's hardware asset in the chosen account/v2/servicedesk/ticketsOpen the ticket with your ids and the outage details/v2/servicedesk/tickets/{id}/notesPrivate (or public) note with your note type/v2/servicedesk/tickets/{id}/notesRead technician notes back for the SmartChoice ticket/v2/servicedesk/tickets/{id}Every 5 min: status, assignee, completed date/v2/servicedesk/tickets/{id}/resolveResolve on recovery; falls back to a PATCH of StatusIdEach company connects its own tenant. The password is stored encrypted, never shown again, and never written to any log — the sign-in call is deliberately kept out of the API log.
Platform enabled per company, plus the platform-wide Pulseway PSA engine switch under Admin → Engine Safety — off by default; off means zero calls.
Pulseway allows about 1,500 requests per hour per endpoint. On a 429 SmartTile waits 2 s, retries once, then says so plainly.
The Lab runs create → note → read-back → close on your tenant. Tickets opened and closed, and every carried note, show in the Automation Audit Ledger for your company only.
| Objection | Answer |
|---|---|
| “We run Kaseya BMS, not Pulseway.” | Same product, same API. Point the API server URL at api.bms.kaseya.com; everything else is identical. |
| “This will flood the service desk.” | One ticket per location by default, an open delay that swallows blips, and no second ticket while one is open. |
| “Our notes are customer-facing.” | SmartTile notes are private to agents by default. Visible to the customer only if you choose. |
| “What is not done yet?” | Every ticket goes to the one account and location chosen per company. A repeat outage after close opens a new ticket (no re-open), and the setup form has no ⓘ help yet. |