Remote Monitoring & Management Help

Close a PSA Ticket

PSA tickets are automatically closed when the 24x7 or Daily Safety Check passes, the server reports as online or a check is cleared (where configured).

There is the option to manually close a PSA ticket, highlight the required outage in the Outages tab then go to PSA Ticket Actions or right-click for the context menu and select Close from the drop-down.

psa_ticket_actions

Once the PSA ticket is closed on the Dashboard this is automatically communicated back to ConnectWise updating the ticket status.

Where the Ticket Callback URL is setup as part of the Integrator Login closing the Service Ticket in ConnectWise also closes the ticket on the Dashboard.

Please note, when using the Ticket Callback URL you must refresh the south Outages panel of the Dashboard to display the updated ticket state.

For new integrations using ConnectWise v2012.2 or later the Ticket Callback URL is only available through the ConnectWise MSP Module and when not using the MSP Module with v2012.2 the Ticket Callback URL field is grayed out. However, if the Integrator Login was setup with an earlier version of ConnectWise - with the Ticket Callback URL field populated - it will continue to be supported when upgrading to v2012.2. although it will not be possible to edit this field.