Remote Monitoring & Management Help

PSA Ticket

The PSA Ticket includes the Start and Finish Times, Duration and PSA Ticket Status.

Where the outage generated a ConnectWise ticket, the ticket number and option to View ticket in PSA becomes available.

The ticket PSA Ticket Status reflects the ticket status held in ConnectWise, not the Dashboard.

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

To cover those scenarios where the option to display the Check details in the ticket summary was not selected, we include the ticket title and description under the description field for Device outages (offline or overdue). This can potentially result in tickets appearing to have a duplicate outage type, for example "Device Offline Device Offline: <device name>"