Integrations
The One RMM connects with the rest of The One Family platform to centralize alerts, share device data, and reduce manual work.
RMM + PSA
Direction: RMM → PSA
When an alert fires in RMM, it can automatically create a ticket in The One PSA with full device context attached.
Alert-to-Ticket Setup
- Navigate to Alert Rules and open or create a rule.
- In the Actions section, add Create PSA Ticket.
- Configure:
- Board — which PSA board to place the ticket on
- Type — ticket type (e.g., Alert, Incident)
- Priority — maps alert severity to ticket priority automatically or set a fixed priority
- Save the rule.
What's Included in PSA Tickets
Each auto-created ticket includes:
- Device name, client name, and device OS
- Alert rule name and triggered metric value
- Alert timestamp
- Direct link back to the device in the RMM console
- Alert history for that device (last 5 alerts)
Duplicate Prevention
If an open ticket already exists for the same alert rule and device, RMM will add a comment to the existing ticket rather than creating a new one. Once the ticket is closed or resolved, new occurrences create a fresh ticket.
Device Context on Manual Tickets
When technicians create PSA tickets manually (from the PSA interface), they can search for and attach an RMM device record. The device tab on the ticket shows real-time status, recent alerts, and a link to run remote commands.
RMM + Defend
Direction: Bidirectional (shared agent, data flows to Defend pipeline)
The Defend module in the unified agent is the primary integration point:
- Shared binary — Defend's EDR module loads inside the same agent process; no separate Defend agent installation required.
- Hardware fingerprint sharing — RMM and Defend use the same device identity (
hardware_fingerprint), so device records are consistent across both consoles. - Telemetry pipeline — The Defend module streams EDR events (process creation, file writes, network connections) to Azure Event Hub → ADX. RMM monitoring telemetry flows separately to the RMM API.
For Defend to activate on a device, the device must already be enrolled in RMM and the org must have an active Defend subscription. The module activates automatically — no additional steps.
See Unified Agent Architecture for module loading details.
RMM + Backups
Direction: Shared agent; Backups module activation
The Backups module in the unified agent activates when a Backups subscription is present. It provides:
- Local backup agent for file-level and image-based backups
- Backup scheduling managed from The One Backups console
As with Defend, no separate installer is required. Add a Backups subscription and the module activates on all enrolled devices at next heartbeat.
RMM + CMDB
Direction: RMM → CMDB (automatic sync)
The RMM agent reports a full hardware inventory at enrollment and refreshes it every 4 hours. This data is pushed to The One CMDB automatically:
| RMM Field | CMDB Field |
|---|---|
| device_name | Asset Name |
| hostname | Hostname |
| manufacturer + model | Make / Model |
| serial_number | Serial Number |
| os + os_version | Operating System |
| ip_addresses | IP Addresses |
| mac_addresses | MAC Addresses |
| ram_gb | RAM |
| storage_gb | Storage |
CMDB records created from RMM sync are tagged with source: rmm. Manual edits in CMDB are preserved; RMM sync only updates fields that have changed.
Sync Cadence
| Event | Sync |
|---|---|
| New device enrolled | Immediate sync |
| Agent startup | Immediate sync |
| Scheduled refresh | Every 4 hours |
| Hardware change detected | Within next heartbeat (60s) |
RMM + On-Call
Direction: RMM → On-Call (alert escalation)
Critical alerts can escalate to your On-Call rotation:
- Open an alert rule in Alert Rules.
- Set Severity to
Critical. - Add action Escalate to On-Call.
- Choose the On-Call schedule.
- Set the Delay — how long to wait before paging (default: 5 minutes).
The escalation fires only if the alert has not been acknowledged within the delay window. If a technician acknowledges the alert in the RMM console within 5 minutes, no page is sent.
On-Call responders receive a notification with the device name, alert details, and a direct link to the RMM device.
RMM + Collective
Direction: RMM ↔ MSP Collective (script sharing marketplace)
The Automation Scripts feature is connected to the MSP Collective marketplace:
- Publish — Share approved scripts from your library to the Collective marketplace so other MSPs can use them.
- Import — Browse and import scripts published by other MSPs directly into your RMM script library.
- Ratings & comments — Rate scripts and leave feedback on the Collective.
Imported scripts go through your local approval workflow before they can be scheduled or deployed.
Enabling Integration Keys
Service-to-service integrations (PSA ticket creation, CMDB sync) use an integration key. This is configured automatically when you first activate RMM and connect it to your Hub organization.
To view or rotate the integration key:
- Navigate to Settings → Integrations in the RMM console.
- The integration key is shown (masked). Click Rotate to generate a new key.
- After rotation, the new key is distributed to connected services automatically within 60 seconds.