Ticketing for computer statuses

On the Ticketing tab, you can configure ticketing rules for the computer statuses. This allows tickets to be created in ConnectWise Manage when the computer status in Kaspersky Security Center or Kaspersky Endpoint Security Cloud changes to Warning or Critical. You can edit ticketing settings either for an individual computer status or for several statuses at the same time.

Ticketing_status

Configuring ticketing for computer statuses

To set up ticketing for computer status:

  1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
  2. In the left pane, select the Warning status or Critical status section to configure ticketing for computer statuses.
  3. Do one of the following:
    • To configure ticket creation for one status, use the toggle button in the Create ticket column to enable ticket creation for the corresponding status change. In the Priority, Service Board, and Closing status columns, edit the settings as required.

      By default, ticket creation is disabled for all computer status descriptions.

    • To configure ticket creation for one or several statuses simultaneously, select the lines that contain the required status description, and then click the Edit button above the table. The Ticketing settings for computer status change window opens.

      Editing ticketing settings for multiple computer statuses is useful if you want to assign the same ticketing settings to these computer statuses. If you want the ticketing settings to be different, edit them individually for each computer status.

    You can edit the following ticketing settings:

    • On / Off (or, in the main window, the toggle button)—Enable or disable ticket creation for the selected status changes.
    • Priority—Select the priority level for the tickets created in ConnectWise Manage. Assigning priority levels to events is used to prioritize corresponding ConnectWise Manage tickets. The ticket priority allows you to respond to the issues in order of their importance, so that more urgent problems can be resolved sooner.
    • Service Board—Select the ConnectWise Manage Service Board to assign the ticket to. Service Boards are configured in ConnectWise Manage. Make sure that the Service Board has the default status and team; otherwise, it is not possible to create Service Tickets by means of this Service Board.
    • Closing status—Select the status to be assigned to the tickets in ConnectWise Manage when they are automatically closed. Tickets created on the basis of computer status change are automatically closed when the issue that triggered this computer status is resolved.
    • Type—Select the ConnectWise Manage ticket type to be assigned to the ticket. Ticket types, available for selection, depend on the selected Service Board. This setting is present only in the Ticketing settings for computer status change window.
    • Subtype—Select the ConnectWise Manage ticket subtype to be assigned to the ticket. Ticket subtypes, available for selection, depend on the selected Type. This setting is present only in the Ticketing settings for computer status change window.

    Ticketing settings for computer status change

  4. When you finish configuring ticketing for computer statuses, click the Save changes button to save the ticketing settings.

    Ticketing for computer statuses is configured and ConnectWise Manage tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create tickets in ConnectWise Manage for a company only if its status allows saving changes. Therefore, make sure that the Disallow Saving check box is cleared for your company on the Company Status tab.

You can cancel changes and reset ticketing settings to their last saved values.

To cancel changes of ticketing settings and restore last saved values:

  1. Open the Ticketing tab.
  2. In the left pane, click the Kaspersky Lab solution name, and then select the Warning status or Critical status section.
  3. Click the Cancel changes button.

You can also reset ticketing settings to their default values.

To reset ticketing settings to their default values:

  1. Open the Ticketing tab.
  2. In the left pane, click the Kaspersky Lab solution name, and then select the Warning status or Critical status section.
  3. Click the Reset to defaults link.

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