Route a PRTG alert through Service Automation Suite into an enriched TOPdesk incident or change workflow.
More about this integration
Route a PRTG alert through Service Automation Suite into an enriched TOPdesk incident or change workflow. Add device and service context, determine ownership, start follow-up actions and return status. The route depends on the PRTG version, hosting, API and notification setup.
Scenarios in practice
What would you like to do with PRTG?
Choose a use case and explore the related workflow steps.
Connect your inventory to TOPdesk, HaloITSM, ServiceNow, Freshservice or Jira Service Management, for example. Compare asset data, update agreed fields and route discrepancies to the right service team. We tailor the workflow to your platform, available modules and configuration.
Match the data
Match available devices or resources to existing records using stable identifiers.
Update selectively
Agree the authoritative source for each field. Update only necessary data and avoid duplicate records.
Follow up differences
Have missing data or discrepancies reviewed by the team responsible for the asset.
Alerts & follow-up
From a PRTG alert to action in TOPdesk.
Route a PRTG alert through Service Automation Suite into an enriched TOPdesk incident or change workflow. Add device and service context, determine ownership, start follow-up actions and return status. The route depends on the PRTG version, hosting, API and notification setup.
Service Automation Suite · Central coordination
Combine data and apply rules
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Information & trigger
Relevant data or workflow status
Follow-up & feedback
Update, execute and record outcomes
PRTG detects an issue
A sensor state, threshold or other configured trigger can start a notification. Service Automation Suite receives the agreed data and records the source alert.
Service Automation Suite adds context and process
Enrich the alert where possible with device, service and owner data. Apply rules for priority, deduplication, routing and follow-up tasks.
Act in TOPdesk and report back
Create or update an incident or change, let teams carry out agreed actions, and track status and exceptions. Whether feedback can be sent back depends on the selected PRTG interface.
Customers & suppliers
Your own systems. Shared progress.
Collaboration Composer connects customer, team and supplier service environments. No separate emails to discover who picked up a ticket.
Service Automation Suite · Central coordination
Combine data and apply rules
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Information & trigger
Relevant data or workflow status
Follow-up & feedback
Update, execute and record outcomes
Share the relevant ticket
Define the ticket and context the other party needs. Keep unshared information in its own environment.
Connect progress
Align agreed fields, comments and statuses.
Track resolution
Return updates to the original request and surface missing feedback.
Assets & CMDB sync Popular
From PRTG to an up-to-date CMDB.
Read available data from PRTG and connect it to TOPdesk Asset Management or Matrix42, for example. API Composer configures retrieval and writes. DataFlow Composer prepares the right selection, field values and relationships for the CMDB.
Service Automation Suite · Central coordination
API Composer · DataFlow Composer
Add a central register and source-of-truth rules. Check differences, request missing data and determine what gets updated.
Source data
Inventory and available context
Records & relationships
Agreed assets, CIs and references
Choose source, selection and matching
For PRTG, assess sensor ID, related object and available sensor status; a full device inventory is not assumed. Define reliable matching, for example a source ID plus customer or tenant, or a serial number. A computer name alone is not always unique.
Read, combine and map
API Composer retrieves permitted data through the selected API. DataFlow Composer filters and normalises values, compares existing records and relates customer, location and person references where available. Where paginated, retrieve the complete agreed selection.
Create, update and verify
Create a missing asset or CI, or update agreed fields through the destination API. Retain source and destination IDs and check the response. Route uncertain matches for review; missing telemetry does not automatically mean deletion.
We choose data, direction and frequency based on available interfaces, modules and permissions. An existing import can remain in place; only agreed fields are updated.
Connect tickets with CC
Keep the alert and its resolution connected.
Follow up a relevant alert or discrepancy from PRTG in TOPdesk, Matrix42 or another service tool, for example. Collaboration Composer (CC) handles ticket collaboration; API Composer and DataFlow Composer can add device, customer and CMDB context.
Service Automation Suite · Central coordination
Collaboration Composer (CC)
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Trigger & context
Alert, reference and relevant asset
Resolution & feedback
Local ticket, owner and status
Define when a ticket is needed
Select relevant alerts or requests. Match the same source event before creating another ticket; add the correct asset, customer and service where available. An update is not automatically a new incident.
Connect tickets and working agreements
Use CC to configure which fields, comments and statuses are exchanged. Retain both ticket references and agree priority, ownership and resolution. Share internal notes and attachments only when explicitly agreed and supported.
Record confirmed progress
Return the agreed outcome and route failures for retry or review. A cleared monitoring alert does not automatically close an incident or security investigation. Configure writes back to PRTG only for demonstrably supported actions; otherwise retain a reference to the service ticket.
Check discrepancies Popular
Discovered, recorded and in use: do they still match?
Compare available operational data with agreed CMDB records. DataFlow Composer makes missing, duplicate or inconsistent data actionable. Define the source per field; not everything needs two-way synchronisation.
Service Automation Suite · Central coordination
DataFlow Composer · API Composer
Add a central register and source-of-truth rules. Check differences, request missing data and determine what gets updated.
Compare sources
Technical status and available attributes
Review & follow up
Correct records or start a CC ticket
Define what a difference means
Agree ownership of serial number, location, user and lifecycle state, where available. Consider measurement time and source quality. A missing device is not the same as a confirmed return.
Correct only what is agreed
DataFlow Composer compares data and prepares the appropriate change. API Composer writes only permitted fields after agreed checks. Conflicting or uncertain matches remain assigned for review.
Connect exceptions to work
Let a relevant discrepancy start a ticket or task in your service workflow, using CC where needed. Retain comparison results, references and outcomes so the next run can be checked and repeat alerts reduced.
How Service Automation Suite connects data and execution
The work between your applications
Alert received. Who takes action?
Service Automation Suite connects PRTG with your other applications, people and rules. Keep data aligned, work moving and outstanding actions visible.
A change, request or alert
Service Automation Suite
Data, people, assets and relationships on one foundation.
Compare
What exists? What should exist?
Determine what is needed
Matrix · policy · legal requirements
Coordinate the next steps
Checks · tasks · approvals · actions
Execution ↔ feedback
Your people and tools
Microsoft Intune
For example. Also with other teams, suppliers and applications.
Verify. Inform. Report.
What is complete? Who needs to act? Which exception needs attention?
Start with one integration, register or check. Build on the same data and rules.
Combine into one controlled process
Data → rules → execution
Combine
Alert + device + service rules
Determine & check
Add context, determine priority and route
Execute & report back
Create or update ticket · Involve the right team · Track resolution
Check sources and rules, test changes and track the outcome. Manual tasks get an owner and confirmation.
Build visually. Manage easily.
Reuse building blocks, adapt your process and test the change. Manage it yourself, together with us or let Scope4mation take care of it.
From product to process
How to use the integration
Alerts → service desk
Turn relevant alerts into service tickets with device context and agreed routing.
Exceptions → tasks
Route missing information or discrepancies to the team responsible for follow-up.
Connect work across your applications
What would you like to connect PRTG with?
Choose the role in your workflow. Explore applications from the scenarios and further directions to discuss together. We define the data, actions and available interface for each combination.
Connect PRTG with your other applications. Automate the work between them and stay in control.
Process & control
Less manual work
Connect PRTG with HR, IT and suppliers. Automate the flow of data and actions.
Control over execution
Define rules, follow up exceptions and verify the outcome.
Purposeful data sharing
Decide which data to share, with whom and under which conditions.
Autonomy & choice
Your applications, one process
Combine PRTG with the applications that fit your organisation.
Direct access to the makers
Work directly with Scope4mation: Dutch technology, process expertise and support in one team.
Room to adapt
Reuse your configuration and keep process knowledge transferable as systems or rules change.
Build & operate together
Start small, build further
Start with one use case and reuse the building blocks for the next.
From idea to practice, together
We help with configuration, exceptions and handover, starting from your daily practice.
Operate it your way
Operate it yourself, together or with us. Agree on clear responsibilities upfront.
Under the hood
This integration, step by step.
How we configure this example
From a PRTG alert to a TOPdesk incident
Connect and retrieve
Use the notification or API interface appropriate to your PRTG version.
Find the correct record
Relate the sensor ID and device to the correct customer and known asset. Check whether the same alert already has a TOPdesk ticket.
Execute the agreed action
Enrich the alert with sensor state and message and the affected service. Create one incident and assign the agreed support group.
Verify the outcome
Update the same ticket when recovery is reported. Check with the service team before closing it; recovery in PRTG is not automatically completed service delivery.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
Supplier finished. Is the internal work complete?
A supplier closes its ticket while internal verification or user confirmation is still missing.
Combine
Relate both tickets and the affected service. Use external completion to trigger a check, not automatically close the internal ticket.
The outcome determines what follows
Confirmed: complete internally. Rejected: return the reason and request correction. No response: assign follow-up to the agreed group.
The benefit
Fewer prematurely closed tickets and clear ownership of the next action.
A replacement laptop without losing context.
An employee receives a replacement device. The old asset, new record and open service or security tickets must remain connected.
Combine
Use the central relationship between owner and device identifiers. Combine handover, technical inventory and return with existing tickets.
The outcome determines what follows
Receipt confirmed: update ownership and relationships. Old device missing or uncertain match: start a targeted review instead of overwriting historical records.
The benefit
Current records and a traceable handover even when a management tool uses different names.
Refreshing a report does not guarantee reliable data.
A source request can succeed while data is missing, differently coded or not yet fully retrieved.
Combine
Combine pagination and output mapping with agreed data checks. Use shared relationship tables to connect sources.
The outcome determines what follows
Checks passed: prepare the dataset. Deviation: request review and expose freshness. Temporary API failures follow a bounded recovery path.
The benefit
A clearer distinction between a technically successful import and information fit for decision-making.
Your process needs more than a standard action?
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Need to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
From product to workflow
PRTG in your workflow
Pull up a chair. Or join us online.
Over coffee, tea or online: tell us what you are working on.
We can help with the integrations, automation and coordination your process needs, even if your application is not listed yet.
Microsoft Intune
