> Administration > PSA Integration > ConnectWise > Set Up a ConnectWise Manage Ticketing Recipient

Set Up a ConnectWise Manage Ticketing Recipient

Following the ConnectWise Manage PSA Integration Checklist, this is the fifth of six steps to integrate MSP N-central with ConnectWise Manage using the PSA Configuration feature in MSP N-central.

A Ticketing Recipient is collection of settings that acts like a user account in MSP N-central. After a Ticketing Recipient is created, you can use it to generate tickets in ConnectWise Manage by associating it to Notifications, Self-Healing and Scheduled Tasks.

You can Add and Edit a ticketing recipient only if you have the appropriate permissions to do so.

Add a Ticketing Recipient

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Click Add.
  3. Enter a Name and Description to identify and describe the Ticketing Recipient.
  4. Configure and Save the following settings.

You have to associate this to your Notification Profiles to create Tickets from these settings.

Ticket Details

This tab allows you to configure the following:

  • In which Service Board the ticket should get generated.
  • What properties the ticket should have.
  • Budgeted Hours.
  • Required Date.

Service Board

Select the ConnectWise Manage Service Board to which the ticket will be assigned when it is created in ConnectWise Manage by MSP N-central Notification Profiles.

Status

Select the status for the service ticket that will be created.

Service Type

Select the type of service that will be performed for the service ticket.

Service Sub Type

Select the sub-category of service that will be performed for the service ticket (as configured in ConnectWise Manage).

Service Item

Select from the list of Service Items associated with the Service Board.

Service Items are used to provide further detail to your main service types and sub types. They can also be used to create ticket task lists for some of your most common services. Service items allow you to create a Standard Service Ticket Template to associate with your item that will pull in from a standard lists of tasks you assign on the template level.

Source

Select the origin from which the service ticket will be initiated.

Priority

Select the importance of the service ticket that will be created as determined by the severity and impact of the issue.

Budget Hours

Select the number of service hours that will budgeted for the ticket that will be created.

Required Date

Select the number of days from the ticket creation that the work for the service ticket is to be completed.

Notifications Settings

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

  • How ConnectWise Manage 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.

Acknowledgement Settings

Select Acknowledge N-central Alerts when a Ticket is Created allow MSP N-central to automatically acknowledge subsequent alerts and prevent further notifications.

Updating ConnectWise Manage Tickets

 

For Ticket Section select the section of the ticket to append notes to:

  • The Detail Description section of the ticket.
  • The Resolution section of the ticket.

Note: When closing a ticket, N-central always writes to the Resolution section.

For When an 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.

  1. Select Do not change the Ticket Status if you do not want N-central to change the ticket status when the issue returns to Normal. This is the default for this option.
  2. Select Change the Ticket Status to if you want N-central to change the status of the ticket to a different status.
    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.

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. Change the Ticket Status to specify the state to which the ticket will be changed.
    2. In Ticket Statuses, 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 property

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 Notification

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.

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.

Time Entry

Select this option to add information about the time spent working on the service ticket that is created.

Work Type

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

Work Role

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

Hours to Consume

Select the number of hours budgeted for working on the ticket.

Notes

Type any additional information that you want recorded with the time entry for the ticket.

Append Notes to Ticket Section

Select the section of the service ticket to which notes will be added from one of the following:

  • Detail Description
  • Internal Analysis
  • Resolution

Internal Notes

Type any information intended for internal review that you want recorded with the time entry for the ticket.

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.

Days of the week

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

You can Add and Edit a ticketing recipient only if you have the appropriate permissions to do so.

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Click the Name of the Ticketing Recipient that you want to edit.
    1. Update and Save the properies as required.
  3. Delete a Ticketing Recipient
  4. In the navigation pane, click Administration > PSA Integration > Ticketing.
  5. 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 Ticketing Recipients.

  6. Click Delete and confirm the deletion.

View Notifications Associated to 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. Click Associated Notification Profiles to display all the notification profiles that are associated to the selected Ticketing Recipient.

Clone a Ticketing Recipient

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

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