General ticketing settings

In the General section of the Ticketing tab, you can configure general ticketing settings. General settings are applicable to all tickets that have been automatically created in Autotask as a result of events or computer status changes that occur in Kaspersky security applications. General settings provide the required initial values to the ticket attributes so that tickets are created correctly in Autotask.

AT_Ticketing_general

Configuring general ticketing settings

To configure general ticketing settings:

  1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
  2. In the left pane, select the General section.

    The General Settings right pane allows you to configure general settings for ticketing.

  3. Edit the following settings:
    • In the Ticket source drop-down list, select the source to be assigned to new tickets that are automatically created in Autotask when an event is triggered or a change in computer status occurs. This value is optional; it is displayed in the ticket properties in Autotask.
    • In the New ticket status drop-down list, select the status to be assigned to new tickets that are automatically created in Autotask when an event is triggered or a change in computer status occurs. By default, these tickets are assigned the New status. This value is required.
    • In the Closed ticket status drop-down list, select the status to be assigned to tickets when they are automatically closed by Kaspersky Security Integration Service for MSP after the corresponding issue in the Kaspersky security application has been resolved. By default, these tickets are assigned the Complete status. This value is required.
  4. When you finish configuring general ticketing settings, click the Save changes button to save the ticketing settings.

    General ticketing settings are configured and Autotask tickets are created in accordance with the specified rules.

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

To cancel changes to general ticketing settings and restore last saved values:

  1. Open the Ticketing tab and in the left pane select the General section.
  2. Click the Cancel changes button.

You can also reset general ticketing settings to their default values.

To reset general ticketing settings to their default values:

  1. Open the Ticketing tab and in the left pane select the General section.
  2. Click the Reset to defaults link.

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