Remote Monitoring & Management Help

Step 3: Ticket Creation Settings

Configure the default behavior of the PSA Ticket when created by the Dashboard.

Name Format

Specify the title format of the tickets created in the PSA system using a combination of check name, device name and client name.

Servers and Network Devices

Auto Create Ticket

Tickets are created automatically in the PSA system whenever a check alert or device outage is recorded

Disable Outage Email Alerts

Prevents the generation of emails alerts where a check fails

Disable Outage SMS Alert

Prevents the generation of SMS alerts (if configured) where a check fails

Auto Close Ticket

Tickets are automatically closed in the PSA system whenever an outage is closed, for example when the check passes

Disable Recovery Email Alerts

Prevents the generation of emails alerts where a failed check subsequently passes

Disable Recovery SMS Alert

Prevents the generation of SMS alerts (if configured) where a failed check subsequently passes

Close on Check Clear Closes the ConnectWise ticket when the outage is marked as cleared (acknowledged) on the Dashboard.

Create Ticket on Delete

A ticket is created within ConnectWise when a server is removed from the Dashboard

Workstations

Auto Create Ticket

Tickets are created automatically in the PSA system whenever a check alert or device outage is recorded

Disable Outage Email Alerts

Prevents the generation of emails alerts where a check fails

Disable Outage SMS Alert

Prevents the generation of SMS alerts (if configured) where a check fails

Auto Close Ticket

Tickets are automatically closed in the PSA system whenever an outage is closed, for example when the check passes

Disable Recovery Email Alerts

Prevents the generation of emails alerts where a failed check subsequently passes

Disable Recovery SMS Alert

Prevents the generation of SMS alerts (if configured) where a failed check subsequently passes

Close on Check Clear Closes the ConnectWise ticket when the outage is marked as cleared (acknowledged) on the Dashboard.

Create Ticket on Delete

A ticket is created within ConnectWise when a workstation is removed from the Dashboard

Where the email and SMS alerts are managed from the PSA Integration tool the ability to change Alert settings from the show Alert Options button is removed.

The auto-create ticket options automatically create a ticket for each outage.