MSP Manager

Use ticket routing to automatically assign inbound tickets

Configure ticket routing rules so that email requests or SolarWinds N-central alerts automatically create tickets in MSP Manager. Ticket requests are generated from email, the customer portal, or SolarWinds N-central. Specify a default service item for your customers, and with ticket routing rules in place, MSP Manager turns these emailed requests and alerts into tickets.

Email ticket routing

To route a ticket from email, MSP Manager determines the identity of the customer in one of two ways:

  • If the sender email address matches a customer contact.
  • If the sender email domain matches a customer email domain.

Assign an email domain to your customers

Enter an email domain for each customer in MSP Manager for ticket routing to work correctly.

  1. Click Customers, and select a customer from the list.
  2. Click Actions > Edit Customer.
  3. Enter the customer domain in the Email Domain field and click Save.
  4. Click Save Customer.

Tickets are created from incoming email after assigning an email domain and specifying a default service item.

Specify a default service item

  1. Click Customers, and select a customer from the list.
  2. Click Service Items.
  3. Click to edit a service item.
  4. Click the Default Service Item check box and click Save.

Complete these steps for all customers in MSP Manager for ticket routing to work for everyone.

Portal ticket routing

Customers with portal access must have a default service item specified for tickets to be created automatically in MSP Manager.

SolarWinds N-central ticket routing

Is service item mapping configured in SolarWinds N-central?

  • If yes, the ticket is routed to the mapped service item. No further action is required.
  • If no, the customer must have a default service item specified in MSP Manager.

Ticket requests from SolarWinds N-central, email, and the customer portal are automatically turned into tickets and routed correctly when a default service item and an email domain are assigned to all customers.