> Administration > PSA Integration > Autotask > Setting Up Autotask Ticketing Recipients

Set Up Autotask Ticketing Recipients

An Autotask Ticketing Recipient is collection of settings that acts like a user account. Upon creation, you can use the account to generate tickets in Autotask by associating it to Notifications, Self-Healing and Scheduled Tasks.

Add an Autotask Ticketing Recipient

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Click Add.

    MSP N-central will synchronize with Autotask. All queues, properties, sources, statuses and so on are pulled dynamically from Autotask.

  3. Specify a descriptive Name for the Ticketing Recipient, for example, Monitoring Alerts or Server Down.
  4. If required, specify a Description that provides additional user-defined information about the Ticketing Recipient.
  5. Configure the following settings for the Autotask Ticketing Recipient.
  6. Click Save.

You have to associate this to your Notification Profiles in order for Tickets to be created from these settings. For more information, refer to Set Up Notifications to Update Ticket Status.

SolarWinds MSP recommends that you do not use the duplicate ticket handling feature in Autotask. If you do use this feature, then make sure to add a unique identifier (we recommend the ActiveNotificationTriggerID notification variable) to the Subject line of the PSA notification template in MSP N-central.

Settings

Ticket Details

This tab let you configure:

  • What Queue the ticket should get generated in
  • What properties the ticket should have
  • SLA to associate the ticket to
  • Contact and Contract

Queue

Select the Autotask Queue to which the ticket will be assigned when it is created by MSP N-central monitoring services.

Priority

Select the priority level of the service ticket that will be created as determined by the severity and impact of the issue (for example, High, Medium, Low or Critical).

Source

Select the value to be assigned for the origin of tickets (for example, Emai).

Status

Select the original status to be assigned to tickets (for example, New or Followup).

Ticket Type

Select the appropriate Ticket Type.

The following definitions are from Autotask:

  • Change Request: A ticket describing a significant change that may require approval from other resources and may also be linked to one or more problem or incident tickets. This option is only available if the Change Management feature is enabled and may require approval.

  • Incident Ticket: An unplanned interruption to an IT service or a reduction in the quality of an IT service.

  • Problem Ticket: A cause of one or more Incidents.

  • Service Request: (Service Request is the Autotask default setting.) A request from a user for information, or advice, or for a standard change or for access to an IT service.

Issue Type

Select the type of issue that will be assigned to the service ticket. The issue and sub-issue types provide to opportunity to report details about the kinds of issues customers are experiencing.

Sub-Issue Type

Select the sub-category of issue that will be assigned to the service ticket. The Sub-Issue Type field is dependent on the Issue Type field, and lets you further categorize the tickets that MSP N-central creates in Autotask.

Work Type

Select the type of work that will be performed for the service ticket. The ticket work type categorizes labor for billing and reporting purposes, and determines if an item is taxable.

Required Date

Type the value (in hours) for when the tickets will be due. The ticket due date will be set as the original ticket creation time plus the number of hours that you configure.

Estimated Hours

Type the number of service hours that will be estimated for the ticket to be completed.

Service Level Agreement

Select the specific SLA to which the ticket will be assigned.

Ticket Contact

Specify if this is different to the Ticket Contacting mapped on Customer Mapping or select Use value configured on Mappings page, if the same. Refer to Mapping MSP N-central Customer to Autotask Accounts.

Contract

Specify if this is different to the Contract mapped on Customer Mapping, or select Use value configured on Mappings page, if the same. Refer to Mapping MSP N-central Customer to Autotask Accounts.

Notification Settings

This tab lets you to configure the actions when there is a notification:

  • How Autotask will behave when an alert is triggered in N-central
  • What happens when N-central detects that an issue has gone back to a Normal state.
  • How N-central will handle repeat failures

Acknowledge N-central Alerts when a Ticket is Created

When this option is selected, MSP N-central will automatically acknowledge subsequent alerts and prevent further notifications pertaining to the monitoring service.

This option is selected by default, to avoid the notification from being escalated past the primary recipient.

Note Type

Select the type of note to be added to the ticket.

Publish

Select the audience for the note.

Actions when Issue Returns to Normal

These settings allow you to determine when and how to change the Ticket status if the issue returns to Normal.

You may not want N-central to change the ticket status, or you may want N-central to change the status to a specific status. Additionally, you can tell N-central what status the ticket must be in before it can make a change to the status.

When an issue returns to normal

  1. Select the action to be taken when the issue is resolved from one of the following:
    • Selecting Add a Note to the Ticket will add a note saying that this issue has gone back to a Normal state. This is the default for this option.

    • Change the Ticket Status To

Ticket Status

  1. Select from the following options for Ticket Status when issue returns to Normal:
    • If you do not want N-central to change the ticket status when the issue returns to Normal, select Do not change the Ticket Status. This is the default for this option.

    • If you would like N-central to change the status of the ticket to a different status, select Change the Ticket Status to.

  2. If you selected Change the Ticket Status to,
    1. Specify the state to which the ticket will be changed.
    2. In the Ticket Statuses column, select the status that the ticket must already have before it can be changed. This option says to N-central, it's okay to go ahead and change the status of the ticket if it is in one of these statuses.
  3. Optionally, you can filter your view make it easier to see the statuses you have selected by selecting Show only Selected Statuses.

Handling Repeat Failures

This feature allows you to configure what will happen to a ticket when an issue reoccurs on a device within a given time period.

The first time a service on a device fails, MSP N-central opens a time window during which the service can transition between states before another ticket will be generated. Within this time window, MSP N-central will not generate a new ticket, but instead it will either update the existing ticket or if the ticket has been closed it will reopen it.

If a ticket remains open beyond the time window, MSP N-central will continue to update it until MSP N-central detects that it is closed, at which time MSP N-central will create a new ticket.

If MSP N-central cannot detect that a ticket has been closed in the PSA solution, MSP N-central will continue to update it until MSP N-central detects that the ticket is closed, regardless of the time window.

For example, if a CPU service on a device goes Failed and generates a ticket, MSP N-central will allow the service to transition between Failed and Normal for 120 hours (the default), or until MSP N-central detects that the ticket is closed.

  1. If you do not want MSP N-central to reopen tickets after they have been closed within the specified time window, select Do not reopen tickets.

  2. To specify a time period before tickets will be reopened, select Reopen tickets within <specify hours, the default is 120 > hours of ticket creation.

    1. Specify the state to which the ticket will be changed.
    2. In the Ticket Statuses column, select and move the status that the ticket must already have before it can be changed. This says to MSP N-central, it's okay to go ahead and change the status of the ticket if it is in one of these statuses.

Click > to move the selected status to the Selected Ticket Statuses column.

Click >> to move all of the items from the left column to the right or << to move all of the items from the right column to the left.

Windows Event Log Details

This sections allows you to configure how N-central will decide if Windows Event Log issues are duplicates on particular device and if a ticket should be updated or a new ticket should be opened.

Depending on what sort of event log monitoring you are doing, and what sort of event log entries the applications on a device perform, matching on ID and Source may be sufficient to determine a duplicate.

All properties are included by default.

Select the properties of a Windows Event Log alert that should be used to determine if an existing ticket is updated or if a new ticket will created:

  • ID
  • Source
  • Description

Associated Notification Profiles

This tab allows you to view and set notification profiles and escalation preferences for the Ticketing Recipient. This association of Ticketing recipient and notifications can also be done within the Notification profile itself.

Filter by Owner

Select an SO or Customer/Site to view associated notification profiles.

Primary Escalation

From the list of MSP N-centralnotification profiles, select the profile or profiles for the Ticketing Recipient under Primary Notification. As a result, the first notification triggered will be generated in the PSA. If required, select and specify the rest of the settings for the notification as it will generated in the PSA.

First Escalation

 

If required, select and specify the rest of the settings for the notification.

 

 

First Escalation Delay

Second Escalation

Second Escalation Delay

Time Entry

This tab allows you to automate the creation of notes and work time added to a ticket. The Time Entry settings will be used by the PSA to calculate time and billing for the Ticketing Recipient. This is valuable when you are using self-healing tasks automation policies in MSP N-central. After this is selected, when N-central generates a notification that goes to this ticketing recipient, time will be automatically logged against the ticket.

If you select this option, Hours Worked and Summary Notes are required fields.

Time Entry

Select this option to activate the Time Entry settings.

Contract

Select the service contract against which the time entry will be logged.

Work Type

Select the category of work to be allocated to the ticket.

Role

Select the roles of the individual (or individuals) who will work on the ticket.

Status

Select the ticket status that will be referenced by the time entry.

Billable

Select this property to have the time entry indicate that the work performed can be invoiced.

Show on Invoice

Select this property to have the time entry displayed on the invoice for the work performed to resolve the ticket.

Hours Worked

Required: Type the number of hours you want to associate for this ticket.

Offset Hours

Type the number of hours to modify the Hours Worked value if there is a standard adjustment to be made. Negative values should be preceded by a minus sign (-) and the offset value cannot cause the To Bill sum to be larger than 24.

To Bill

This value is automatically calculated by adding Hours Worked and Offset Hours.

Summary Notes

Required: Type text to be included with the time entry (for example, Generated by a self-healing task). This text may be included on invoices and notification email messages.

Internal Notes

Type any text to be included with the time entry for internal use only. This text will not be included on invoices or notification email messages.

Resource

Select the individual or position to be reference in the time entry.

Notification Schedule

This tab allows you to set restrictions that specify when ticket creation can occur.

Schedule Type

To configure time periods to which the creation of tickets will be restricted, select one of the following:

  • Entire Day - tickets may be created at any time during the day.
  • Daily Interval - tickets will only be created during the scheduled notification periods.

Start Time

If Daily Interval is selected as the Schedule Type, select the time of day for starting the restricted period during which tickets can be created. Before this time, tickets can not be created.

End Time

If Daily Interval is selected as the Schedule Type, select the time of day to end the restricted period during which tickets can be created. After this time, tickets can not be created.

Sun Mon Tue Wed Thu Fri Sat Sun All Clear

Select the days of the week to enable the restricted periods during which tickets can be created. By default, all days of the week are selected and a minimum of one day of the week must be configured for the notification schedule.

Edit a Ticketing Recipient

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Click the Name of the Ticketing Recipient that you would like to edit.
  3. Update the properties as required.
  4. Click Save.

Delete a Ticketing Recipient

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Select the checkbox next to the Ticketing Recipient or Ticketing Recipients that you want to delete.

    You can select the checkbox next to the column title Name to select all of the Profiles.

  3. Click Delete.
  4. Click OK to confirm the deletion.

View Associated Notifications

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Click the Name of the Ticketing Recipient that you would like to edit.
  3. Click Associated Notification Profiles to display all the notification profiles that are associated to the selected Ticketing Recipient Profile.

Clone a Ticketing Recipient

You can create an identical copy of an existing Ticketing Recipient but must configure a unique name as no two Profiles can have the same name.

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. In the Action column for the Ticketing Recipient Profile that you want to clone, click the icon.
  3. Type the unique Name to identify the Ticket Recipient.
  4. Type a Description for additional information about the Ticketing Recipient.
  5. Click Save.