The ConnectWise PSA/Sophos ticketing integration has been updated

  1. Along with the auto-sync of ticket status, auto-close feature has been enabled. With this, when the underlying issue is resolved in Central, the ticket will get closed in ConnectWise PSA automatically.
  2. Similarly when a ticket is closed in ConnectWise PSA, the ticket will get acknowledged in Central as well.
  3. For their ConnectWise PSA integration, each Partner can define the ticket status that should be used for ticket closure in ConnectWise PSA.
  4. To improve firewall network alerts, more details like network name and affected network gateway have been added.

Please review and save the desired statuses to be used for ticket closure and acknowledgement workflows by clicking the "Configure" button under "Service Ticket Synchronization" in Sophos Central.

For more details see documentation here: