> Administration > PSA Integration > MSP Manager > Ticket recipient settings

Ticket recipient settings

 

Ticket Details Tab

Issue Type

Select an ticket issue type. Ticket issue types are defined in MSP Manager and describe what a ticket is about (for example, Hardware or Software).

Sub Issue Type

Select the issue type sub-category. This field includes additional information about the ticket issue type (for example, RAM, CPU, or email).

Priority

Select the ticket priority: Low, Normal, or High.

Budget Hours

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

Due Date

Select the due date creation time. The number of hours from the ticket creation time that the work for the service ticket is to be completed.

Billable Select to make this issue type billable.
Taxable Select to make this issue type taxable.
Recipient Details Tab
Add and Delete Add or delete a recipient.
N-central Customer/Site Select a recipient MSP N-central customer.
Contact Select a recipient MSP N-central contact. A ticket can have one contact associated with it. This is typically the end-user that created the ticket or the person that is having the problem.
Service Item Select a Service Item. A Service Item is MSP Manager's mechanism for billing. A ticket must be assigned to a service item. A customer can have multiple service items.
Service Rate Select a Service Rate. This is the hourly rate for the time entry. Each service item can have multiple rates.
Project (Optional) Select a Project. A customer can have multiple projects. You can assign one project to a ticket.
User Assign a user to the ticket. If you do not assign a user, N-central can not guarantee proper behavior on status changes.

By default, a user will not be assigned to a ticket, but you can do so in the following ways:

1. Manually, by ticketing recipient.
2. By creating a Rule for ticket routing in MSP Manager.

Notifications Settings Tab

Notes from Notification are public Make notes from notifications visible publicly.

 

Acknowledge Notifications and Suppress All Escalations Acknowledge notification without escalating the ticket.
Actions When Issue Returns to Normal

Choose when and how to change the Ticket status if an issue returns to a normal state. 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. 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 to change the ticket status when the issue returns to normal. This is the default option.
  2. Select Change the Ticket Status to to change the status of the ticket to a different status and:
    1. Specify the new state for the ticket.
    2. In the Ticket Statuses column, select the status that the ticket must have before it can be changed.

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
Windows Event Log property Specify what properties of a Windows Event Log alert should be used to determine if an existing ticket is updated or if a new ticket should be created: ID, Source, and Description.

Associated Notification Profiles Tab

Filter by Owner

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

Name/Type/Owner Profile information.

Primary Notification

Select one or more profiles where the first notification triggered.

First Escalation/First Escalation Delay Select the profile in which to raise the first escalation and select a delay value.
Second Escalation/Second Escalation Delay Select the profile in which to raise the second escalation and select a delay value.

Time Entry Tab

Time Entry

Select to add information about the time spent working on a ticket.

Service Rate Select a Service Rate. This is the hourly rate for the time entry. Each service item can have multiple rates.
User Select a User. The assigned user for the ticket. A ticket can have no users or many users assigned to it.

Work Type

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

Hours Worked

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

Description

Type additional information with a time entry for the ticket.

Notification Schedule Tab

Schedule Type

Configure the time to create tickets:

  • Entire Day: Tickets can be created at any time during the day.
  • Daily Interval: Tickets can only be created during scheduled notification periods:
    • Start Time: Time of day for starting the restricted period during which tickets can be created. Before this time, tickets cannot be created.
    • End Time: Time of day to end the restricted period during which tickets can be created. After this time, tickets cannot be created.

Scheduled tasks configured in MSP Manager may be overridden by those in MSP N-central. For example, if MSP Manager is configure to ignore notifications on the weekend, but MSP N-central is configured to display notifications on the weekend, the MSP N-central preferences will apply.

Days of the week

Select days of the week to enable restricted periods when tickets can be created. The default is every day (and at least one day must be selected).