Ticketing for events that occur in Kaspersky Security Center

On the Ticketing tab, you can configure ticketing rules for events that occur in Kaspersky Security Center. You can edit ticketing settings either for an individual event or for several events at the same time.

Integration_settings

Configuring ticketing for events

To set up ticketing for events:

  1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
  2. In the left pane, select the Events section to configure ticketing for events.
  3. Do one of the following:
    • To configure ticketing for one event severity, use the toggle button in the Create ticket column to enable ticket creation for the corresponding event severity. In the Lifetime, Priority, and Service Board columns, edit the settings as required.

      By default, ticketing is disabled for all event severities.

    • To configure ticketing for one or several event severities simultaneously, select the lines that contain required event severities, and then click the Edit button above the table. The Ticketing settings for events window opens.

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

    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 event severities.
    • Lifetime—Select the period, in days, during which the events are still relevant. The default value is 1 day.

      This value is used to determine whether to create a ticket for an event in ConnectWise Manage. If the connection between ConnectWise Manage and Kaspersky Security Center has been broken and events have not been sent for some time, only events more recent than the specified period are sent to ConnectWise Manage as tickets. A different relevance period can be set for different event severities.

    • 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.
    • 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 events 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 events window.

    CW_Ticketing_settings

    Ticketing settings for events window

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

    Ticketing for event severities 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, select the Events 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, select the Events section.
  3. Click the Reset to defaults link.

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