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You connect PRTG once at the MSP level. One API key covers every probe, group and device its user can see.

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Before you start

  • Neo reaches your PRTG web server over the internet. It must answer on HTTPS with a certificate from a public certificate authority, at a public address. PRTG Hosted Monitor (https://<name>.my-prtg.com) already does.
  • If a firewall or reverse proxy limits who can reach PRTG, allow Neo’s addresses to reach the /api/ paths.

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If PRTG is only on your internal network

Publish only the API, not the whole web interface. Put a reverse proxy at your network edge that:
  • answers on a public name over HTTPS, with a certificate from a public certificate authority;
  • forwards only paths that start with /api/ to your PRTG web server, and refuses every other path;
  • accepts connections only from Neo’s addresses;
  • passes the Authorization header through to PRTG.
Save the proxy’s public address in Neo.

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1. Create the API key

1

Choose the user

The key acts with its PRTG user’s rights. Use a user whose group can see the probes and groups of the customers Neo should reach.
2

Add the key

In PRTG, open Setup > Account Settings > API Keys and add a key of type Scripting. Pick its access level for what your agents do: Read to look up sensors and history, Acknowledge to also acknowledge alarms, Write to pause objects and change settings, Full for everything. Copy the key: PRTG shows it once.
If the key is deleted or its user is paused, Neo loses access until you save a new key here.

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2. Add the key in Neo

1

Open Integrations

In the Neo Dashboard, open Integrations and find the PRTG card, under Networking.
2

Save the address and the key

Enter the address you open the PRTG web interface at, such as https://prtg.example.com, and paste the API key. Leave API v2 Address empty unless you want agents to use PRTG’s API v2: then enter your PRTG application server’s address, such as https://prtg.example.com:1616. Click Save settings. Neo reads the server’s status with the key before saving, so a wrong address or key is rejected straight away.

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3. Send PRTG alerts to your PSA

Neo works PRTG alerts as tickets your PSA opens from PRTG’s emails. Point a PRTG notification template at the mailbox your PSA turns into tickets (on Autotask, an Incoming Email Processing mailbox), and add the sensor’s ids to the email, so Neo finds the exact sensor:
1

Edit the notification template

In PRTG, open Setup > Account Settings > Notification Templates, and add or edit the template your alert triggers use. Turn on Send Email, and enter your PSA’s mailbox under Send to Email Address.
2

Write the email

Keep the default subject, or use [%sitename] %device %name %status (%message). Set Format to Custom text and paste:
Add your own lines below it if you like.
3

Trigger it on Down, Warning and Up

On the probes, groups or devices you monitor for customers, add Notification Triggers that send this template when a sensor is Down or Warning, and again when the condition clears. Neo merges the repeat and Up emails into the sensor’s open ticket.
Your PSA files each email under the company its mailbox defaults to. The agent then moves the ticket to the customer the sensor belongs to.

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4. Tag each customer’s probe or group

In PRTG, open the customer’s probe or group, then Settings, and add the tag neo-customer-<number> under Tags, where <number> is the company’s number in your PSA (Autotask: the Company Number on the company; ConnectWise: the company Identifier) or its PSA company id. Or write Neo customer: <number> on a line under Comments. Every sensor below inherits the tag. Then open the PRTG card’s Organization Mapping tab in Neo. Each customer’s probe or group should show its company. Confirm or correct any row there; a probe or group named after the customer can also map by its name. See PRTG for how they are matched.

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5. Turn PRTG on per agent

Open the agent, go to its Tools & Settings tab, click Networking, and expand the PRTG block. Pick one of its Presets, or set each area yourself: A few writes always ask a technician, whatever the preset: deleting an object (PRTG deletes everything under it), forcing a sensor into an error on purpose (it sends real notifications), changing or deleting an API key, and storing a credential such as a password or community string. Neo never reads a password, community string or key from PRTG.

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Use it on alert tickets

Give an agent that triggers on new tickets a filter for PRTG’s emails (the title starts with your PRTG server’s name in brackets, or the sender is PRTG’s address), PRTG at the Helpdesk preset, your PSA’s ticket permissions, and the Merge Tickets tool. For each alert ticket it finds the sensor, moves the ticket to the sensor’s customer, merges a repeat into the sensor’s open ticket, and notes what PRTG shows. Your triage agent then sets the priority and queue as usual. See PRTG API for what the agent can read and change.