> Administration > PSA Integration > Help Desk Manager > Setting up a Help Desk Ticketing Recipient

Setting up a Help Desk Ticketing Recipient

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 Help Desk Manager by associating it to Notifications, Self-Healing and Scheduled Tasks.

This topic contains the following procedures:

For the procedure to set up MSP N-central Notifications to update or close tickets, refer to Set Up Notifications to Update Ticket Status.

Adding a Ticketing Recipient

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

    MSP N-central will synchronize with Help Desk Manager.

  3. Specify a descriptive Name to identify the Ticketing Recipient, for example "Patch Hardware Failures".
  4. If required, specify a Description that provides additional user-defined information about the Ticketing Recipient.
  5. Configure the following properties for the Ticketing Recipient that best suit the associated MSP N-central Notification Profiles.
  6. Click Save.

You have to associate the Ticketing Recipient 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.

Settings

Ticket Details

This tab allows you to configure the following:

  • What properties the ticket should have
  • Budgeted Hours
  • Required Date

Request Type

Select the type of help desk ticket that MSP N-central will create in Help Desk Manager. Help Desk Manager has tiers of request types to allow for Parent/Child relationships. This structure in HDM is reflected in the Request Type drop-down.

Status

Select the initial status for the help desk ticket that will be created.

Priority

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

Recipients

Select who will receive the help desk Ticket:

  • Public Ticket
  • Client
  • Tech
  • Tech Group
  • Group Manager

You can control whether or not this Ticket will be hidden from the end client.

Valid email addresses must be typed in the CC: or BCC: fields if copies of the email notifications are to be sent.

Notification Settings

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

  • How Help Desk Manager 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.

Actions when Issue Returns to Normal

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

Tip: 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.

Handling Repeat Failures

For Action on 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 property

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 is created from one of the following:

  • 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

In order to associate the Ticketing Recipient to a notification, select 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.

Note

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

Work Time

Select the number of hours and minutes to be allocated for working on the ticket.

Billing Rate

Select the rate to be charged to the customer for work performed to resolve the help desk 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.

Viewing 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.

Cloning 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. In the Action column for the Ticket Recipient that you would like 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.

Editing 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.

Deleting 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 check box next to the column title Name to select all of the Ticketing Recipients.

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