Senteon

Before you start

• The admin role in ZenTop Triage. Everyone can see the Integrations tab, but only admins can load and change alert source settings.
• A Senteon API key ID and API key. The connection form notes that API access needs a paid Senteon organization. Every call ZenTop Triage makes counts against Senteon’s monthly API quota.
• The boards you’ll use for Senteon tickets need a primary New status and a primary Completed status in Routing and service scopes.

Caution

Turn off Senteon’s email alerts once intake is enabled. Otherwise each alarm also arrives as an emailed ticket.

Connect Senteon

1. Open Setup → Configuration → Integrations, then select Senteon under Endpoints.
2. Enter the Base URL, for example https://app.senteon.co/api/public (the API path is added automatically), the API Key ID, and the API Key. Select Test Connection, then Save Senteon Connection.
3. In Alarm Types, check the alarm types that should open tickets. All types start checked except “Drift corrected” and “Drifted and auto-corrected”, which are usually informational.
4. In Ticket Presets, set each subcategory’s Board and classification. Tickets open in that board’s New status. The classification fields follow your PSA: Type, Subtype and Item for ConnectWise; Ticket type, Category and Category detail for HaloPSA; Ticket type, Issue type and Sub-issue type for Autotask. Optionally add Required skills for dispatch.
5. In Catch-all Company, optionally choose a PSA company for alarms from tenants without a mapping.
6. Select Save Intake Settings, then turn on Alarm intake.
7. Review Senteon Tenant Mappings. A manual mapping wins, then an exact name match, then the catch-all company. Loading this table calls Senteon, so it uses API quota.

What happens to an alert

• Polling. ZenTop Triage checks Senteon every 5 minutes.
• No flood when you start. The first check after you turn intake on records the alarms already present without opening tickets. The same happens after a credential change, after more than 24 hours without a successful check, and for a newly checked alarm type.
• One ticket per tenant, alarm type, and setting. When more endpoints report the same alarm, a note is added to the open ticket.
• Ticket. A new ticket opens on the preset’s board, in that board’s New status, with the preset’s classification, at most 10 per check. Triage sets the priority, writes the summary note, and dispatches using the required skills, but never changes the board, classification, or title.
• Company. The ticket opens for the tenant’s PSA company: a manual mapping first, then an exact name match, then the catch-all company, with the tenant’s name in the ticket. Without any of these, the tenant’s alarms don’t open tickets until it is mapped or a catch-all company is set.
• Closing. An alarm counts as cleared when Senteon stops reporting it for three checks in a row. Once every alarm on a ticket has cleared after Senteon reported its action as complete, ZenTop Triage adds a note and sets the board’s Completed status. This only happens when the ticket isn’t merged or bundled and is still on the preset’s board; otherwise it stays open for a technician.
• Reopened problems. If a ticket is closed in the PSA while its alarms are still active, the next alarms open a new ticket.

Senteon alarm intake works with ConnectWise, HaloPSA, and Autotask.

Turn it off

• Turn off Alarm intake. Checking stops completely: no new tickets, notes, or automatic closes. If it stays off for more than 24 hours, turning it back on records the current alarms again without opening tickets for them.
• To stop one kind of alarm, uncheck it in Alarm Types. Its new tickets stop, and its open tickets still close when their alarms clear.
• To replace the key, select Update Existing API Key.

Troubleshooting

Message or symptom	What to check
“Monthly Senteon API quota used up”	Checks pause for an hour and then resume.
“Senteon rejected the API key”	Check the key and that the Senteon organization has API access. Checks pause for 15 minutes.
“No tickets are created for these subcategories until their presets are fixed”	Fix each listed preset. The reasons include a board without a primary New or Completed status in Boards & Routing, and a classification no longer in the board’s catalog.
Status shows “Waiting for first poll”	Intake was just turned on. The first check records existing alarms.
Unmapped Tenants is above zero	Map those tenants, or choose a catch-all company.