On the Ticketing tab, you can configure ticketing rules for the computer statuses. This allows tickets to be created in ConnectWise Manage when the computer status in Kaspersky Security Center or Kaspersky Endpoint Security Cloud changes to Warning or Critical. You can edit ticketing settings either for an individual computer status or for several statuses at the same time.
Configuring ticketing for computer statuses
To set up ticketing for computer status:
By default, ticket creation is disabled for all computer status descriptions.
Editing ticketing settings for multiple computer statuses is useful if you want to assign the same ticketing settings to these computer statuses. If you want the ticketing settings to be different, edit them individually for each computer status.
You can edit the following ticketing settings:
A delay of one day or three days can considerably affect the speed of solving problems with devices. We recommend that you select these values only if they are really necessary.
Ticketing settings for computer status change
Ticketing for computer statuses is configured and ConnectWise Manage tickets will be created in accordance with the specified rules.
Kaspersky Security Integration Service for MSP can create tickets in ConnectWise Manage for a company only if its status allows saving changes. Therefore, make sure that the Disallow Saving check box is cleared for your company on the Company Status tab.
You can cancel changes and reset ticketing settings to their last saved values.
To cancel changes of ticketing settings and restore last saved values:
You can also reset ticketing settings to their default values.
To reset ticketing settings to their default values: