Remote Monitoring & Management Help

Ticket Management

Ticket Creation

Once the integration is setup and activated, any failed Checks from the Dashboard automatically create a Ticket in CommitCRM.

A standard(*) automatic Ticket creation process includes:

Failed check arrives at CommitCRM.

Ticket is created in CommitCRM.

Ticket is linked to Asset.

Ticket appears in CommitCRM Tickets Inbox.

Once the Ticket is created in CommitCRM it is managed only in CommitCRM.

New Ticket

New Tickets are automatically created by Commit RMM server from failed checks arriving from the Dashboard.

The new Ticket in CommitCRM includes:

Ticket description taken from the Dashboard description.

Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from Default Ticket Manager defined in Tools > Options > Tickets (Admin) > Default Manager

History Note is automatically added to the Ticket with the creation date and time from the Dashboard.

Ticket is linked to the relevant Asset.

If the system cannot determine the Asset, the Dashboard Device details are added as a note to the Ticket against the Account.

After the Ticket is created it is automatically added to the Tickets Inbox.

Ticket Updates

When working with the Commit-the Dashboard Link, Tickets are managed only in CommitCRM.

Check status changes in the Dashboard result in a History Note under the Ticket History tab in CommitCRM.

Check status changes include:

    Check failed again.

    Check succeeded.

Each Ticket update as a result of a check status change in the Dashboard pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates.

Closing Tickets

Closing or canceling a Ticket in CommitCRM will close the Ticket in CommitCRM without affecting anything regarding the failed check in the Dashboard.

Skip Rules can be created to prevent the generation of a CommitCRM Ticket where the Check fails.