Viewing PSA configuration items

Configuration Items are assets (customer devices) managed by an external RMM platform that are automatically imported into PSA. You can view the details of these configuration items, and also link them to specific users, in the Service desk settings.

Synchronization between customer sites and devices and the RMM software can take up to 15 minutes. For example, a new device set up in the RMM platform will become visible in PSA within 15 minutes. All changes are updated in the PSA database.

To view PSA configuration items

  1. Go to Settings > Service desk.
  2. Select Configuration items.

  3. Click on the relevant configuration item row.

    The right pane displays the following details about the configuration item:

    • Device name
    • RMM integration
    • Customer's site name
    • Description
    • Location

  4. To link the configuration item to a specific user, click Link to user in the relevant row. Then select the relevant user from the dropdown list, and click Link.

    The configuration item is now linked to the selected user, meaning that any new service desk tickets created by or assigned to the user are automatically linked to the configuration item.

    To unlink a user from a configuration item, click Link to user in the relevant row and, in the right pane, click Unlink.