Remote Monitoring & Management Help

FAQs

In what circumstances are PSA Tickets automatically created or reopened?

Where it is a 24x7 Check or overdue server any failure creates a new PSA Ticket.

If it is a Daily Safety Check the first time the check fails a new PSA Ticket is created, subsequent failures for the check reopen the same PSA Ticket.

Please note that there may be times where a failure is reported in the Outages Tab with the PSA Ticket state of None, although PSA Tickets are set for auto-creation. This can occur depending on the Check and its configuration.

For example the Performance and Bandwidth Monitoring Checks have an Alert Suppression setting configurable from the Dashboard and where the check has failed, but not yet exceeded the threshold, the Check will show in the Outages Tab and Dashboard with a yellow tick.

If the check remains in this failed stated beyond this threshold figure its status will change, with both the Outages Tab and Dashboard displaying a red tick and at this point the PSA Ticket is created and Alert sent (if configured.)

Are there any easily identifiable indicators of PSA problems outwith the outage or PSA Ticket itself?

Any problems experienced with the PSA integration will result in a warning icon in the top right of the Dashboard with the number of errors displayed. Clicking on the icon displays details of the issue and any suggested resolutions. Further information is available in PSA Integration Problem Reporting.

What happens when I delete a Client or Device on the Dashboard or PSA?

Any Dashboard clients deleted from the Dashboard raise a deleted ticket in ConnectWise.

Any accounts deleted in ConnectWise are still displayed on the Dashboard but are recorded as un-mapped.

Are notes added against the PSA Ticket available in the Dashboard Notes reports?

Only notes added via the Dashboard Notes are displayed in the Notes Reports. Any notes added as to the PSA Ticket either via the Dashboard or ConnectWise PSA are not included.

Do I have to add the clients from the Dashboard into ConnectWise to generate tickets?

Yes, depending on the ticket creation policy configured in the PSA devices must first be mapped from the Dashboard to the corresponding item within ConnectWise to allow tickets to be created against them. This can be achieved either by using the Auto-Map function or by adding them manually.

I configured Asset Tracking, but cannot see the Asset information in ConnectWise for Virtual Machines!

By default the Windows Advanced Monitoring Agent does not upload Asset information from Virtual Machines, although there is the option to either configure this for all devices on the registered against the Dashboard or for individual devices. Instructions on how to do this are included in the section: Windows Virtual Machines