ConnectWise Automate Alert Management

Overview

Alerts in ConnectWise Automate are notifications generated by monitors, scripts, or system events that require attention. This skill covers alert listing, acknowledgment, history tracking, and ticket creation workflows.

Key Concepts

Alert Sources

Alert Severity Levels

Alert Lifecycle

Generated → Active → Acknowledged → Resolved
              │           │
              │           └── Ticket Created
              │
              └── Auto-Cleared (if condition clears)

Alert Status

Field Reference

Alert Fields

interface Alert {
  // Identifiers
  AlertID: number;              // Primary key
  AlertGUID: string;            // Global unique ID

  // Source
  Source: AlertSource;          // Monitor, Script, EventLog, System
  SourceID: number;             // ID of source (MonitorID, ScriptID, etc.)
  SourceName: string;           // Name of source

  // Target
  ComputerID: number;           // Affected computer
  ComputerName: string;         // Computer hostname
  ClientID: number;             // Parent client
  ClientName: string;           // Client name
  LocationID: number;           // Location ID

  // Alert Details
  Subject: string;              // Alert title
  Message: string;              // Detailed message
  Severity: AlertSeverity;      // 1-4 severity level
  Status: AlertStatus;          // Current status

  // Timestamps
  TimeGenerated: string;        // When created
  TimeAcknowledged: string;     // When acknowledged
  TimeResolved: string;         // When resolved
  LastUpdate: string;           // Last status change

  // Acknowledgment
  AcknowledgedBy: string;       // User who acknowledged
  Notes: string;                // Acknowledgment notes

  // Ticket Integration
  TicketID: number;             // Linked ticket ID
  TicketStatus: string;         // Ticket status

  // Context
  Category: string;             // Alert category
  AdditionalData: object;       // Extra context data
}

type AlertSource = 'Monitor' | 'Script' | 'EventLog' | 'System' | 'Manual';
type AlertSeverity = 1 | 2 | 3 | 4;
type AlertStatus = 'New' | 'Active' | 'Acknowledged' | 'Resolved' | 'Cleared' | 'Suppressed';

Alert History Fields

interface AlertHistory {
  HistoryID: number;
  AlertID: number;
  Action: string;               // Status change, note added, etc.
  ActionBy: string;             // User who made change
  ActionTime: string;           // When action occurred
  PreviousStatus: string;
  NewStatus: string;
  Notes: string;
}

API Patterns

List Active Alerts

GET /cwa/api/v1/Alerts?condition=Status in ('New','Active')&pageSize=100
Authorization: Bearer {token}

Response:

[
  {
    "AlertID": 54321,
    "Subject": "Disk C: Low Space",
    "Message": "Disk C: is 8% free on ACME-DC01",
    "Severity": 2,
    "Status": "Active",
    "ComputerID": 12345,
    "ComputerName": "ACME-DC01",
    "ClientName": "Acme Corporation",
    "Source": "Monitor",
    "SourceName": "Disk Space Monitor",
    "TimeGenerated": "2024-02-15T08:30:00Z",
    "Category": "Performance"
  }
]

Get Alert Details

GET /cwa/api/v1/Alerts/{alertID}
Authorization: Bearer {token}

Response:

{
  "AlertID": 54321,
  "AlertGUID": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "Subject": "Disk C: Low Space",
  "Message": "Disk C: is 8% free on ACME-DC01\n\nTotal: 500 GB\nFree: 40 GB\nThreshold: 10%",
  "Severity": 2,
  "Status": "Active",
  "ComputerID": 12345,
  "ComputerName": "ACME-DC01",
  "ClientID": 100,
  "ClientName": "Acme Corporation",
  "LocationID": 1,
  "Source": "Monitor",
  "SourceID": 5001,
  "SourceName": "Disk Space Monitor",
  "TimeGenerated": "2024-02-15T08:30:00Z",
  "Category": "Performance",
  "AdditionalData": {
    "DriveLetter": "C:",
    "FreeSpaceGB": 40,
    "TotalSpaceGB": 500,
    "FreePercent": 8
  }
}

Filter Alerts by Client

GET /cwa/api/v1/Alerts?condition=ClientID = 100 and Status = 'Active'&pageSize=100
Authorization: Bearer {token}

Filter Alerts by Severity

GET /cwa/api/v1/Alerts?condition=Severity >= 3 and Status = 'Active'&pageSize=100
Authorization: Bearer {token}

Acknowledge Alert

POST /cwa/api/v1/Alerts/{alertID}/Acknowledge
Authorization: Bearer {token}
Content-Type: application/json

{
  "Notes": "Investigating disk space issue"
}

Response:

{
  "AlertID": 54321,
  "Status": "Acknowledged",
  "AcknowledgedBy": "admin@example.com",
  "TimeAcknowledged": "2024-02-15T10:45:00Z"
}

Resolve Alert

POST /cwa/api/v1/Alerts/{alertID}/Resolve
Authorization: Bearer {token}
Content-Type: application/json

{
  "Notes": "Cleared 50GB of temp files. Disk now at 18% free."
}

Add Note to Alert

POST /cwa/api/v1/Alerts/{alertID}/Notes
Authorization: Bearer {token}
Content-Type: application/json

{
  "Note": "Contacted user about large files in Downloads folder"
}

Create Ticket from Alert

POST /cwa/api/v1/Alerts/{alertID}/CreateTicket
Authorization: Bearer {token}
Content-Type: application/json

{
  "TicketSubject": "Disk Space Critical on ACME-DC01",
  "Priority": 2,
  "BoardID": 1,
  "Notes": "Auto-created from Automate alert"
}

Response:

{
  "AlertID": 54321,
  "TicketID": 98765,
  "TicketNumber": "TKT-2024-00123",
  "TicketStatus": "New"
}

Get Alert History

GET /cwa/api/v1/Alerts/{alertID}/History
Authorization: Bearer {token}

Response:

[
  {
    "HistoryID": 1,
    "Action": "Created",
    "ActionTime": "2024-02-15T08:30:00Z",
    "NewStatus": "New"
  },
  {
    "HistoryID": 2,
    "Action": "Acknowledged",
    "ActionBy": "admin@example.com",
    "ActionTime": "2024-02-15T10:45:00Z",
    "PreviousStatus": "Active",
    "NewStatus": "Acknowledged",
    "Notes": "Investigating disk space issue"
  }
]

Suppress Alert

POST /cwa/api/v1/Alerts/{alertID}/Suppress
Authorization: Bearer {token}
Content-Type: application/json

{
  "Duration": 3600,
  "Reason": "Scheduled maintenance window"
}

Bulk Acknowledge Alerts

POST /cwa/api/v1/Alerts/BulkAcknowledge
Authorization: Bearer {token}
Content-Type: application/json

{
  "AlertIDs": [54321, 54322, 54323],
  "Notes": "Bulk acknowledgment for server maintenance"
}

Workflows

Get Critical Alerts Dashboard

async function getCriticalAlertsDashboard(client) {
  const criticalAlerts = await client.request(
    `/Alerts?condition=Severity >= 3 and Status in ('New','Active')&pageSize=100`
  );

  const dashboard = {
    totalCritical: criticalAlerts.length,
    byClient: {},
    byCategory: {},
    oldest: null
  };

  for (const alert of criticalAlerts) {
    // Group by client
    const clientName = alert.ClientName || 'Unknown';
    if (!dashboard.byClient[clientName]) {
      dashboard.byClient[clientName] =