Remote Monitoring & Management Help

Accessing PSA Tickets from the Dashboard

The PSA Ticket information is available on the Dashboard within the Outages Tab as well as the Check More Information column dialog.

Outages Tab

The Outages tab provides details on all outages reported on the selected device. This includes the outage Description, Start and End times, Duration (where closed) and the initial Cause of Failure. Where ConnectWise is enabled, an additional PSA Ticket column is displayed showing the current ticket state.

Click on the PSA Ticket link to open the Outage Info dialog for further details, Start and Finish Times, Duration and PSA Ticket Status. Where the outage generated a ticket, the ticket number and option to View ticket in PSA as well as record Notes and Times in the ticket becomes available.

To make management easier Outages are grouped into current Open Outages and a historical list of all Closed Outages.

Checks Tab: More Information Column

The Check status dialog opened from the clickable More Information summary link in the Checks tab contains Check Info, Current Outage and Outage History.

The Current Outage tab becomes available where the Check is in a failing state. This reports the Start Time and Duration along with the PSA Ticket Status. Where the outage generated a ticket, the ticket number and option to View ticket in PSA becomes available.

Outage History provides a list of all failures for the Check. Click on an instance to open the Outage Info dialog for further details, Start and Finish Times, Duration and PSA Ticket Status. Where the outage generated a ticket, the ticket number and option to View ticket in PSA becomes available.

If not currently logged into your ConnectWise instance in browser you are prompted to enter your ConnectWise login credentials when selecting View ticket in PSA.