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 Autotask ticket when the outage is marked as cleared (acknowledged) on the Dashboard. |
Create Ticket on Delete |
A ticket is created within Autotask 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 Autotask ticket when the outage is marked as cleared (acknowledged) on the Dashboard. |
Create Ticket on Delete |
A ticket is created within Autotask 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.