SmartTile opens the NinjaOne ticket for the organization and ticket form you choose, keeps it current with internal comments, and carries your technicians' comments back to SmartChoice. Ticketing only — your NinjaOne devices stay in NinjaOne.
Teams that run their desk in NinjaOne still get network alerts somewhere else — and someone re-types them. ServiceAutomate™ writes the ticket into NinjaOne Ticketing for the right organization, on your ticket form, with NinjaOne's own priority and severity, and keeps it current until the site is back. It never imports or touches NinjaOne RMM devices.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone reads the alert and types a ticket. | When SmartTile opens the SmartChoice ticket for the outage, a NinjaOne Incident opens beside it — device, site, circuit, carrier ticket and SmartChoice reference; HIGH / MAJOR by default. |
| More devices fail there | One ticket per device. | The open ticket gets a comment naming the new devices. No second ticket while one is open. |
| It fails again tomorrow | A new ticket; history split. | Resolved within 48 h? The same ticket goes back to your open status, with a comment saying why. |
| Updates and carrier calls | Pasted in later, if at all. | SmartTile and CarrierAutomate™ updates as internal comments, signed — SmartTile ServiceAutomate. Public only if you choose. |
| A technician comments | The NOC never sees it. | Carried to the SmartChoice ticket within 5 minutes; SmartChoice journals come back as comments. |
| It comes back | Someone remembers to resolve it. | A restoration comment, always. Resolved — to your chosen status, or the RESOLVED status read from your NinjaOne — only if auto-resolve is on. |
| Setting | Default |
|---|---|
| Region | United States (app.ninjarmm.com) |
| Authentication | API Services (machine-to-machine) |
| Ticket type | Incident |
| Priority — DOWN / threshold | HIGH / MEDIUM |
| Severity — DOWN / threshold | MAJOR / MODERATE |
| Status when we open | New (1000) |
| Updates as internal comments | On |
| Resolve on recovery | Off — a person resolves |
Organization: Acme Dental · Form: Default · Location: Head Office
Device: FG-60F Head Office (203.0.113.10) · Site: Head Office
Circuit: 123/ABCD/456789 · SmartChoice reference: Rev.IO ticket 83421
Raised automatically by SmartTile ServiceAutomate.
/ws/oauth/tokenClient credentials, or refresh-token exchange after Connect NinjaOne/v2/organizationsOrganizations for the company mapping/v2/ticketing/ticket-formTicket forms/v2/ticketing/statusesOpen and resolve statuses — discovered, never hard-coded/v2/organization/{id}/locationsLocations, and requesters via app-user-contact/v2/ticketing/ticketOpen the ticket/v2/ticketing/ticket/{id}Current values before any change/v2/ticketing/ticket/{id}Status change — resolve or re-open/v2/ticketing/ticket/{id}/commentInternal (or public) comment/v2/ticketing/ticket/{id}/log-entryRead comments back; system entries droppedClient secret and refresh token are stored encrypted against one company and never shown again. Tokens go only to ninjarmm.com / ninjaone.com hosts.
Send tickets here per company and the NinjaOne engine switch under Admin → Engine Safety — both off by default. Off means zero automated NinjaOne calls; Test, Read, test ticket and Lab still work.
Ticket opened, comment, re-open, resolve — posted, failed or skipped — is a row in the Automation Audit Ledger, scoped to your company.
If a Connect NinjaOne sign-in is revoked, the settings screen says reconnect needed and each refused write is logged as FAILED — never silent.
| Objection | Answer |
|---|---|
| “Will it import our NinjaOne devices?” | No. This is ticketing only; SmartTile monitors its own devices and never reads or changes your RMM inventory. |
| “Our API app can't write tickets.” | Switch Authentication to Connect NinjaOne — a technician signs in once and SmartTile keeps the refresh token. |
| “Is it proven?” | BETA. Built and unit-tested; no customer has passed the Lab round-trip yet. Attachments, tags and custom attributes are not sent. |