Remote Monitoring & Management Help

Step 3: Ticket Creation Settings

This section covers the default behavior of Dashboard generated ConnectWise tickets.

Name Format
The format used for the ticket title when created in ConnectWise by the Dashboard integration. These titles can use a combination of Check, Device, Site and Client name.
Servers and Network Devices
Auto Create Ticket Automatically creates a ticket in ConnectWise when a Check failure or Device outage is recorded
Disable Outage Email Alerts Suppresses the generation of Dashboard email failure alerts (if configured) on a Check failure
Disable Outage SMS Alert Suppresses the generation of Dashboard SMS failure alerts (if configured) on a Check failure
Auto Close Ticket Automatically closes a ticket in ConnectWise when an outage is closed. For example a previously failing Check passes
Disable Recovery Email Alerts Suppresses the generation of Dashboard email recovery alerts (if configured) where a failed check subsequently passes
Disable Recovery SMS Alert Suppresses the generation of Dashboard SMS recovery 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 generated where in ConnectWise when a mapped device is deleted from the Dashboard.
Workstations
Auto Create Ticket Automatically creates a ticket in ConnectWise when a Check failure or Device outage is recorded
Disable Outage Email Alerts Suppresses the generation of Dashboard email failure alerts (if configured) on a Check failure
Disable Outage SMS Alert Suppresses the generation of Dashboard SMS failure alerts (if configured) on a Check failure
Auto Close Ticket Automatically closes a ticket in ConnectWise when an outage is closed. For example a previously failing Check passes
Disable Recovery Email Alerts Suppresses the generation of Dashboard email recovery alerts (if configured) where a failed check subsequently passes
Disable Recovery SMS Alert Suppresses the generation of Dashboard SMS recovery 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 generated where in ConnectWise when a mapped device is deleted 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.