ProVal Tech’s MSP consultant Alex goes over with you ConnectWise Automate ticketing and how to understand tickets from the ticket menu to help you troubleshoot ticket sync issues. He also shows you how to view or understand ConnectWise Automate generated tickets. Click on ‘Show More’ to go into more detail and follow the step by step with the video.
Step by Step:
The first thing you want to do is come over to the left-hand side of the Service Desk and open up Tickets.
Inside of here the default is always going to ‘my tickets’ so you will likely see nothing unless your user is attached to any tickets.
All we have to do is come over to “All” and then everything that our users can see will be listed here.
Lots of these are monitors, or, scripts, or things that we've developed just for testing purposes or generating alerts for other clients.
Inside of here anything that's this bright orange color (which is customizable in the configuration dashboard) is over two hours old.
There is a ticket status of new or resolved, these also sync with your PSA. (Professional Services Automation) to close or open tickets automatically.
If I open up the machine just by double-clicking on the ticket - there are a couple of things that are really handy pieces of information.
The external number, this is the ticket number or the external ID in your main PSA, (Professional Services Automation) most of the time this is going to be your ConnectWise Manage.
If you use AutoTask or other systems that ticket number or numerical data ID, it will get synced here.
Which you can then track down in the integration of which ticket because the ticket numbers are not always the same.
I also like to use the Reading View on the top left to see all of the comments or ticket comments that the automation has put in or if there's anything in there.
Last but not least, if nothing else works you can come back to the ticket data screen, you can click on the asset, until the computer management screen opens up.
The next place if generating tickets is going to be the effective policy screen - and this is very much like opening up a group policy resultant or a resultant set of policies like you would locally for an active directory.
This will tell you everything that's applied to this machine through Automate.
Using this screen here tracking through several of these pieces you can backtrack what type of monitor, or what script generated a ticket and then figure out how to adjust that from there, if you do not want that ticketing any longer.