Automate webhook alerts and PSA ticket creation

Create event-driven automation rules in MSP Recapp to fire webhooks or open PSA tickets when coverage gaps, sync failures, or security events occur.

Automations let you define rules that watch for specific events in Recapp and respond automatically — sending a webhook to a third-party platform or creating a ticket in your PSA. You set the trigger event, any conditions, and one or more actions. When Recapp detects the event, all enabled actions on that rule fire in sequence.

Automations is a Pro and Enterprise feature. On the free plan you can view the Automations page but rules cannot be created or executed. Upgrade to enable automated webhooks, PSA ticket creation, and scheduled actions.

Event categories

Each rule is triggered by a single event. Events are organized into six categories:

Device Health

Event	Description
device.duplicate_detected	New duplicate device found in an integration
device.gap_detected	Device missing from a required tool category (RMM/Endpoint)
device.orphaned_agent	Device present in an endpoint tool but missing from both PSA and RMM
device.psa_sync_missing	Device present in RMM but not synced to PSA
device.stale_checkin	Check-in variance between tools exceeds the configured threshold

Sync Events

Event	Description
sync.completed	Integration sync completed successfully
sync.failed	Integration sync failed
sync.partial	Sync completed but with some errors

Integration Events

Event	Description
integration.added	A new integration was connected
integration.removed	An integration was disconnected
integration.credentials_updated	Integration credentials were changed

User & Security

Event	Description
user.invited	A new user was invited to the tenant
user.joined	A user accepted an invitation
user.removed	A user was removed from the tenant
user.role_changed	A user’s role was modified
security.mfa_enabled	MFA was enabled for a user
security.mfa_disabled	MFA was disabled for a user

Organization & Remediation

Organization Events

Event	Description
organization.created	A new organization was added
organization.updated	Organization details were changed
organization.deleted	An organization was removed

Remediation Events

Event	Description
device.remediated	A device remediation action was taken
device.discrepancy_dismissed	A discrepancy was marked as dismissed

Stale check-in threshold

When you select the device.stale_checkin event, an additional field appears where you set the variance threshold in hours. The rule fires when a device’s check-in variance between tools exceeds this value. On Enterprise plans you can configure per-organization thresholds instead of a single global value.

Organization filter

For any device.* event you can optionally restrict the rule to specific organizations. Leave the filter empty to receive alerts for all organizations.

Action types

Each rule supports one or more actions. You can mix webhook and PSA ticket actions on the same rule.

Webhook

A webhook action sends an HTTP request to a URL you specify when the rule fires.

Field	Details
URL	The endpoint that receives the request. Required.
Method	POST, PUT, or PATCH.
Custom Headers	Key-value pairs added to the request headers. Use this for Authorization tokens or Content-Type overrides.
Payload Template	A JSON template for the request body. Supports the variables {{event_type}}, {{device_name}}, {{organization_name}}, {{timestamp}}, and {{details}}.

Click View Example Webhook Payload in the rule creation dialog to see what the payload looks like for the selected event type.

PSA Ticket

A PSA ticket action creates a ticket in HaloPSA or ConnectWise Manage when the rule fires.

Field	Details
PSA Integration	Select the HaloPSA or ConnectWise Manage integration to create the ticket in. You must have at least one PSA integration enabled.
Ticket Summary Template	The ticket subject line. Supports the same template variables as the webhook payload.
Ticket Description Template	The ticket body. Supports the same template variables.
Attach affected devices	Toggle on to include a list of affected device names in the ticket body.

PSA ticket actions are only available if you have at least one HaloPSA or ConnectWise Manage integration enabled. If no PSA is configured, the Add PSA Ticket button is disabled and a notice explains that you need to add a PSA integration first.

Creating a rule

1. Open Create Rule dialog

   Navigate to Automations and click the Create Rule button in the top-right corner of the Rules tab. The button is disabled if you are on the free plan.

2. Name and describe the rule

   Enter a Rule Name (e.g., “Stale Agent Alert”) and an optional description explaining what the rule does.

3. Select a trigger event

   Open the Trigger Event dropdown and choose an event from one of the six categories. If you select device.stale_checkin, configure the variance threshold that appears below the dropdown.

4. Add an organization filter (optional)

   For any device.* event, an organization filter appears. Select one or more organizations to limit the rule’s scope, or leave it empty to apply to all organizations.

5. Add one or more actions

   Click Add Webhook or Add PSA Ticket to create an action. Fill in the required fields for each action type. A rule must have at least one action before you can save it.

6. Save the rule

   Click Create Rule. The new rule appears in the Rules list and is enabled by default. Use the toggle on the rule card to enable or disable it without deleting it.

Execution Logs

The Execution Logs tab shows the history of every automation action that has been attempted. Each log entry shows the rule name, event type, action type, execution status (success, failed, or pending), and a timestamp. You can expand an entry to see the full request payload, response data, or error message.

Run Now

The Run Now button on the Rules tab manually triggers all enabled rules against current data immediately, without waiting for the next scheduled evaluation. After the run completes, the Execution Logs tab refreshes automatically to show the new entries.

Use Run Now after creating or editing rules to confirm they fire correctly and the payloads or ticket contents look as expected before relying on them in production.