Ticket creation settings from the previous versions of Kaspersky Security Integration with ConnectWise Manage (MR1 and earlier) are not compatible with the current version (MR2). Reconfigure ticketing in Kaspersky Security Integration Tool for MSP after you upgrade Kaspersky Security Integration with ConnectWise Manage to MR2 version.
Automated ticketing allows you to significantly reduce the time spent monitoring and managing your companies. Tickets allow timely responses to different types of events or changes in computer statuses that occur in the company network. You have to set up ticketing rules to enable automatic creation and assignment of tickets in ConnectWise Manage. You can set up creation and assignment of tickets depending on the event severity or when a computer status changes to Critical or Warning in Kaspersky Lab products.
Tickets created based on the computer status changes are automatically closed when the corresponding issue is resolved and the status description that triggered the ticket creation is no longer relevant. For example, when a computer's status becomes Warning because a "Databases are out of date" status description is assigned, a corresponding ticket is created. When the databases are updated, the status description "Databases are out of date" is no longer relevant, and the ticket is automatically closed. However, the computer status might remain Warning because of other status descriptions, for example, "Many viruses detected".
Tickets created basing on events are not closed automatically, so you should close these tickets manually.
On the Ticketing tab, you can create and modify ticketing rules for your managed companies. Ticketing rules are applicable to all managed companies that are mapped to Kaspersky Security Center virtual servers or Kaspersky Endpoint Security Cloud workspaces. Ticketing rules can be configured individually for events and for computer statuses. Refer to the next following for details on how to configure ticketing.