N-central Help

Add an MSP Manager Ticketing Recipient

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

  1. 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 enables you to configure:

  • What properties the ticket should have.
  • Budgeted hours.
  • Required date.
  • Whether the ticket is billable and taxable.

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 IssueType

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 number of hours from the ticket creation time that the work for the ticket is to be completed.

Billable

Select to make this issue type billable.

Taxable

Select to make this issue type taxable.

Recipient Details

Completing this section is optional. The ticket will be created in MSP Manager however, it will not be assigned to anyone.

This tab shows you the recipient details that have been configured for the mapped customer or site.

SolarWinds N-central Customer/Site Select a recipient SolarWinds N-central customer.
Contact Select a recipient. 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 A Service Item is the mechanism MSP Manager uses for billing. A ticket must be assigned to a service item. A customer can have multiple service items.
Service Rate This is the hourly rate for the time entry. Each service item can have multiple rates.
Project (Optional) 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, SolarWinds 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

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

  • How MSP Manager will behave when an alert is triggered in SolarWinds N-central.
  • What happens when SolarWinds N-central detects that an issue has gone back to a Normal state.
  • How SolarWinds N-central will handle repeat failures.
Notes Select to make notes from notifications visible publicly.

Acknowledgement Settings

Select Acknowledge Notifications and Suppress All Escalation to acknowledge notification without escalating the ticket.

Actions When 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 SolarWinds N-central to change the ticket status, or you may want SolarWinds N-central to change the status to a specific status. Additionally, you can tell SolarWinds 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 SolarWinds 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 SolarWinds 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 SolarWinds 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, SolarWinds N-central opens a time window during which the service can transition between states before another ticket will be generated. Within this time window, SolarWinds 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, SolarWinds N-central will continue to update it until SolarWinds N-central detects that it is closed, at which time SolarWinds N-central will create a new ticket.

If SolarWinds N-central cannot detect that a ticket has been closed in the PSA solution, SolarWinds N-central will continue to update it until SolarWinds 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, SolarWinds N-central will allow the service to transition between Failed and Normal for 120 hours (the default), or until SolarWinds N-central detects that the ticket is closed.

  1. If you do not want SolarWinds 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 SolarWinds N-central, it's okay to go ahead and change the status of the ticket if it is in one of these statuses.

Windows Event Log Details

This sections allows you to configure how SolarWinds 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 SolarWinds 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.

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

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 SolarWinds N-central. After this is selected, when SolarWinds 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 a ticket.

Service Rate

This is the hourly rate for the time entry. Each service item can have multiple rates.

User

Select 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

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

Description

Type any additional information 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.