> Administration > PSA Integration > Marval > Setting Up a Marval Ticketing Recipient

Setting Up a Marval Ticketing Recipient

Adding a Ticketing allows you to configure how MSP N-central will create help desk tickets in Marval based on notifications triggered in MSP N-central.

Important! Review best practice settings required for ticketing recipient in Configuring MSP N-central to Close Tickets in PSAs.

To add a Ticketing Recipient Profile

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Click Add.
  3. Configure the following properties of the Profile:

    Name

    Identifies the Profile.

    Description

    Provides additional user-defined information about the Profile.

    TICKET DETAILS TAB

    Request Type

    Type the Request type acronym that will be used for the ticket.

    Major Incident

    Select this option if the severity of the issue is high.

    Service

    Type the category of Marval Service to which the ticket will be assigned when it is created by MSP N-central.

    Sub-Service

    Type the sub-category of Marval Service to which the ticket will be assigned when it is created by MSP N-central.

    Assignee

    Type the name of the person (in the format Firstname Lastname) to whom the ticket will be assigned.

    Select Value is Marval ID to indicate that the typed value is a valid entry and does not require synchronizing with the Marval database. This is useful if the value entered may be similar to values for other fields.

    Tracker

    Type the name of the person (in the format Firstname Lastname) that is assigned to monitor the work done for the ticket.

    Priority

    Type the importance of the service ticket that will be created as determined by the severity of the issue.

    Impact

    Type the impact that the ticket will have on the business. This is used to indicate the extent of deterioration in normal service levels.

    Urgency

    Type the codes used to determine the critical nature of the ticket.

    Status

    Type the condition value that will be assigned to the service ticket when it is created.

    Third Party

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

    Project

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

    Workflow

    Type the Process Workflow value that will define the available states into which the ticket may be placed and the order in which this will be allowed to occur.

    Author

    Under Notes, type the name of the individual (in the format Firstname Lastname) that will be assigned as the originator of notes that are added to the ticket when it is first created.

    Select Value is Marval ID to indicate that the typed value is a valid entry and does not require synchronizing with the Marval database. This is useful if the value entered may be similar to values for other fields.

    Type

    Under Notes, select whether notes that are added to the ticket when it is first created should be either Private or Public.

    On Create

    Under Classifications to Apply, type the classifications to be applied to the service ticket when it is created.

    Use the Add, Delete and Clear All features to manage Marval classifications in MSP N-central.

    On Close

    Under Classifications to Apply, type the classifications to be applied to the service ticket when it is closed.

    Use the Add, Delete and Clear All features to manage Marval classifications in MSP N-central.

    NOTIFICATION SETTINGS TAB

    Acknowledge Alerts when a Ticket is Created

    Select this option to allow MSP N-central to automatically acknowledge subsequent alerts and prevent further notifications.

    When an issue is resolved

    Select the action to be taken when the issue is resolved from one of the following:

    • Add a note to the Ticket, but do not change the Ticket Status
    • Change the Ticket Status to by performing the following:
      1. Type the status to which the ticket will be changed.
      2. Type the status for which Tickets will only be updated if their Status is selected.

      Use the Add, Delete and Clear All features to manage Marval status names in MSP N-central.

    Hours from ticket creation

    Under Handling Repeat Failures, select the number of hours that MSP N-central should wait before creating a new ticket on an issue.

    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 close the 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.

    Change the Ticket Status to

    Select the status to which the ticket will be changed if repetitive failures occur.

    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

    Select the check box next to the Notification Profile (or Profiles) to which you want the Ticketing Recipient Profile to be associated.

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

    For more information on Notification Profiles, see Notifications.

    Show Customer-level notifications

    Select this option to display all of the Customer-level Notification Profiles.

    NOTIFICATION SCHEDULE TAB

    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.

  4. Click Save.

To display Notification Profiles that are associated with a Ticketing Recipient Profile

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. In the Associated Notifications column of the Profile for which you want to display Notification Profiles, click View.

To clone an existing Ticketing Recipient Profile

You can create an identical copy of an existing Profile 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 Profile that you want to clone, click the icon.
  3. Type the unique Name to identify the Profile.
  4. Type a Description for additional information about the Profile.
  5. Click Save.

To edit an existing Ticketing Recipient Profile

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

To delete Ticketing Recipient Profiles

  1. In the navigation pane, click Administration > PSA Integration > Ticketing.
  2. Select the check box next to the Profile (or Profiles) that you want to delete.

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

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