About setting up ticketing

Tickets allow timely responses to different types of events or to changes in computer status that occur on the company network. Automated ticketing allows you to reduce significantly the time spent monitoring and managing your companies.

You must establish 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 security applications. When configuring integration between ConnectWise Manage and Kaspersky Business Hub, you must set up ticketing separately for Kaspersky Endpoint Security Cloud and Kaspersky Security for Microsoft Office 365.

When configuring ticketing rules for computer statuses, you can specify a ticket creation delay. If the computer status returns to OK before the delay ends, no ticket is created.

Ticketing rules are applicable to all managed companies that are mapped to Kaspersky Security Center virtual servers or Kaspersky Business Hub companies.

Ticket creation settings from previous versions of Kaspersky Security Integration with ConnectWise Manage (Maintenance Release 1 and earlier) are not compatible with versions Maintenance Release 2 and later. After you update Kaspersky Security Integration with ConnectWise Manage to Maintenance Release 2 or later, you have to reconfigure ticketing in Kaspersky Security Integration Tool for MSP.

The following ticket closure rules are applied:

• Tickets created on the basis of 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 For example, when a computer's status becomes Warning because a "Databases are out of date" status description is assigned, a ticket is created. When the databases are updated, the status description "Databases are out of date" is no longer relevant, and the ticket is automatically closed.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 on the basis of events Mailboxes protection is not provided and License-related issue occurred that occur in Kaspersky Security for Microsoft Office 365 are also closed automatically when the corresponding issue is resolved.
• Tickets created on the basis of all other events that occur in Kaspersky Security for Microsoft Office 365 and tickets created on the basis of events that occur in Kaspersky Security Center or Kaspersky Endpoint Security Cloud are not closed automatically, so you must close these tickets manually.

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