Ticketing for events that occur in Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365

On the Ticketing tab, you can configure ticketing rules for events that occur in Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365. You can edit ticketing settings either for an individual event or for several events at the same time.

AT_Ticketing_events

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, click the Kaspersky security application name, and then select the Events section to configure ticketing for events. You can configure ticketing separately for events that occur in Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365.
  3. Do one of the following:
    • To configure ticketing for one event severity (in Kaspersky Endpoint Security Cloud) or for one event type (in Kaspersky Security for Microsoft Office 365), use the toggle button in the Create ticket column to enable ticket creation for the corresponding event severity or event type. In the Lifetime, Queue, Priority, and Due, hours columns, edit the settings as required.

      By default, ticketing is disabled for all event severities and event types.

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

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

    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 or event types.
    • Lifetime—Select the period, in days, during which the events are still relevant. The default value is 1 day. This setting is not present for events that occur in Kaspersky Security for Microsoft Office 365.

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

    • Queue—Select the queue in which to put the created ticket. The drop-down list contains the names of the Autotask queues. By default, tickets are put in the Monitoring Alert queue. This setting is required.
    • Priority—Select the priority level for the tickets created in Autotask. Assigning priority levels is used to prioritize corresponding Autotask 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. The default priority for Critical events that occur in Kaspersky Endpoint Security Cloud is Critical, and for Warning and Functional Failure events it is Medium. The default priority for all events that occur in Kaspersky Security for Microsoft Office 365 is Critical. If one of these basic priority values is deleted in Autotask, the default value is blank. This setting is required.
    • Due—Specify the time interval during which the ticket issue must be resolved and the ticket must be closed. The default value is 12 hours.
    • Work type—Select the work type to be assigned to the ticket. This setting is present only in the Ticketing settings for events window.
    • Issue type—Select the Autotask issue type to be assigned to the ticket. This setting is present only in the Ticketing settings for events window.
    • Issue subtype—Select the Autotask issue subtype to be assigned to the ticket. This setting is present only in the Ticketing settings for events window.

    AT_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 or event types is configured and Autotask tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create tickets only for active Autotask accounts. Therefore, make sure that the Active check box is selected in the account properties.

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 security application name, and then 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, click the Kaspersky security application name, and then select the Events section.
  3. Click the Reset to defaults link.

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