> Administration > PSA Integration > Managing Tickets

Managing Tickets

You can view tickets details and manage tickets through Active Issues, Device Details, or the Audit Trail.

You cannot update or view Tigerpaw tickets in MSP N-central.

Active Issues

For some time after a ticket has been closed, it remains visibly associated to the service in the Status tab of Active Issues. This is because a time limit was specified for reopening tickets when the Ticketing Recipient was set up. Until that time limit has passed, a new ticket cannot be created.

To review and update the time limit before a ticket can be reopened:

  1. In N-central navigate to PSA Integration > Ticketing Recipient > Notification Settings > Handling Repeat Failures.
  2. Under Handling Repeat Failures,you can change the time limit by selecting the option Reopen tickets within <select number> hours of ticket creation.

You can get an overview of all tickets on a device by going to the Active Issues view. You can view ticket information, create tickets or connect directly to the PSA through Active Issues.

The Active Issues view is also included as a panel on the Device Details page.

To view ticketing information through Active Issues

  1. (missing or bad snippet)Active Issues.

    If there are Tickets currently open for a device, a Create button will be displayed in the Ticketing column on the far right of the screen.

  2. In the Ticketingcolumn click Ticket ID.

    MSP N-central will display a ticket number and a status for the ticket.

  3. Hover your mouse over the number to display ticket status information.
  4. Click the ticket number to connect to log in to the PSA software to display the specific ticket being reviewed.

To create tickets through Active Issues

  1. (missing or bad snippet)Active Issues.
  2. Click Create in the Ticketing column of the device for which you want to create a ticket.

    MSP N-central will log in to the PSA software to create a new ticket. The ticket number will be displayed when you click Ticket ID.

    A status is available when you roll over the Ticket ID number.

Device Details

On Device Details, you can view all ticket information, review Ticket Notes and create tickets.

Click a device's name to open its Device Details page.

Active Issues is also a panel on the Device Details page.

To view Ticket Notes on Device Details:

  1. On the Device Details screen, click Monitoring> Ticketing.
  2. On the Status tab, you can Create a ticket or review a Ticket ID.
  3. To review more detailed information on tickets and any ticket notes, click Ticketing.
  4. Under Ticket Notes, click View Notes to review any notes that have been appended for internal review.

Audit Trail

The Audit Trail provides a log of all recent actions on a managed device that have been done through Direct Support.

You can also review all tickets and their details, create a new ticket or update tickets. When creating a new ticket, the Audit Trail allows you to select multiple issues and include them in a single ticket.

Create a new ticket using the Audit Trail

  1. Open the Audit Trail for any managed device by doing the following:
    1. Open Device Details for any device by clicking the device Name in the All Devices screen.
    2. On Device Details, locate Audit Trail in the upper right-hand corner and click it to open the Audit Trail as a pop-up in the middle of the screen.
  2. In the Audit Trail, select one or more issues to include in the new ticket. The Create New button becomes active after a selection is made.
  3. Click Create Ticket.
  4. Specify a Title for the ticket.
  5. Optionally, provide a Description.
  6. Optionally, provide a Note.
  7. Specify an existing Ticketing Recipient and click OK.

    The Audit Trail appears with the new ticket first in the list.

Update ticket using the Audit Trail

  1. Open the Audit Trail for any managed device by doing the following:
    1. Open Device Details for any device by clicking the device Name in the All Devices screen.
    2. On Device Details, locate Audit Trail in the upper right-hand corner and click it to open the Audit Trail.
  2. In the Audit Trail, select one or more issues to include in the new ticket. The Update Ticket button becomes active after a selection is made.

    Select the checkbox next to Date to select all issues.

  3. Click Update Ticket.
  4. Click Select Ticket and make a selection from the tickets provided.
  5. Click OK.