Service orders allow timely responses to different types of events or changes in computer status that occur on the network. Automated service order creation allows you to reduce significantly the time spent monitoring and managing your Tigerpaw accounts.
You must establish service order creation rules to enable automatic creation and assignment of service orders in Tigerpaw. You can set up creation and assignment of service orders depending on the event severity or when a computer status changes to Critical or Warning in Kaspersky Lab security applications.
Service orders created on the basis of computer status changes are automatically closed when the corresponding issue is resolved and the status description that triggered the service order creation is no longer relevant. For example, when the status of a computer becomes Warning because a "Databases are out of date" status description is assigned, a corresponding service order is created. When the databases are updated, the status description "Databases are out of date" is no longer relevant, and the service order is automatically closed. However, the computer status might remain Warning because of other status descriptions, for example, "Many viruses detected".
Kaspersky Security Integration Service for MSP is not able to close a service order while it is being opened in the Tigerpaw graphical user interface, as Tigerpaw locks such service orders for editing through the API. After the user, who viewed the service order in Tigerpaw, leaves the Service Orders page, Kaspersky Security Integration Service for MSP automatically closes the service order shortly thereafter.
Service orders created on the basis of the Mailboxes protection is not provided and License-related issue occurred events that occur in Kaspersky Security for Microsoft Office 365 are also closed when the corresponding issue is resolved.
Service orders created on the basis of all other events that occur in Kaspersky Security for Microsoft Office 365 and service orders created on the basis of events that occur in Kaspersky Security Center or Kaspersky Endpoint Security Cloud are not closed automatically, so you must close these service orders manually.
You can create and modify service order creation rules for your Tigerpaw accounts. Service order creation rules are applicable to all accounts that are mapped to Kaspersky Security Center virtual servers or Kaspersky Business Hub companies. Service order creation rules are configured individually for events and for computer statuses. When configuring integration between Tigerpaw and Kaspersky Business Hub, you must set up service order creation separately for Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365.
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