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Primary and secondary PSA

Short answer: an MSP can connect a Primary PSA and an optional Secondary PSA, for example while moving from Kaseya BMS to Autotask. Searches ask the primary first and the secondary only when the primary finds nothing or fails. With two PSAs connected, every answer says which PSA it came from and every ID carries a vendor prefix such as bms: or autotask:.

Add a secondary

  1. Connect a primary first.
  2. On Connections, in Connect or replace, choose Slot Secondary (new), the other vendor and its fields.
  3. Click Test and connect.
  4. Turn on vendor access to the new connection for each person: it starts off for everyone.

Each vendor can be connected once per MSP, so the two PSAs are always different vendors.

How the tools behave with two PSAs

  • Every answer starts with a source line, for example "Source: primary PSA (Kaseya BMS)."
  • IDs carry the vendor prefix, for example #autotask:T20241018.0001. The same number can exist in both PSAs, so the prefix keeps them apart. The audit log stores the prefixed IDs.
  • Searches (tickets, clients, contacts, assets, ticket options) can be pointed at one PSA with source: auto (default), primary or secondary. Just ask the AI, for example "search the secondary PSA".
  • Lookups by ID go straight to the PSA named by the prefix. Without a prefix the primary is tried, then the secondary.
  • A tool the primary does not offer (for example projects on Kaseya BMS) is answered by the secondary.
  • Both PSAs count against the same hourly request budget. See Call budgets.

Swap or remove

  • Make primary on the secondary swaps the two in one step. It is logged.
  • The primary cannot be removed while a secondary exists: remove the secondary, or use Make primary first and then remove the old primary.
  • A connection StackTether support has turned off stays listed; tools skip it and say so.

FAQ

"That vendor is already connected in the other slot."

Replace that connection instead, or choose the other vendor.

"...was just moved between primary and secondary. Try again."

An admin swapped the slots while the AI was reading. Ask again.

With one PSA, do IDs have prefixes?

No. Prefixes and source lines appear only when two PSAs are connected.