Ticketing for events

In the Events section of the Ticketing tab, you can configure ticketing rules for events that occur in Kaspersky Security Center. You can edit ticketing settings either for an individual event, or for several events at the same time.

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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, select Events to configure ticketing for events.
  3. In the Create ticket column, use the toggle buttons to enable or disable ticket creation for the corresponding event severities.

    By default, ticketing is disabled for all event severities. There are three possible event severities: Critical, Functional failure, and Warning.

  4. Edit the ticketing settings.

    You can edit the main ticketing settings, which are displayed in the main screen. Additional ticketing settings appear in the Ticketing settings for events window.

    • To edit the main ticketing settings, select the line with the event severity that you want. In the Lifetime, Priority, and Service Board columns, edit the settings as required.
    • To edit both the main and additional ticketing settings, select one or more lines that contain the event severities and click the Edit button above the table. The Ticketing settings for events window opens, where you can modify additional settings.

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

    You can edit the following ticketing settings:

    • Lifetime—In this column, select the period, in days, during which the events are still relevant. The default value is 1 day.

      This value is used to determine whether to create a ticket for an event in ConnectWise Manage. If the connection between ConnectWise Manage and Kaspersky Security Center or 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 ConnectWise Manage as tickets. A different relevance period can be set for different event severities.

    • Priority—Select the priority level for the tickets created in ConnectWise Manage. Assigning priority levels to events is used to prioritize corresponding ConnectWise Manage 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.
    • Service Board—Select the ConnectWise Manage Service Board to assign the ticket to. Service Boards are configured in ConnectWise Manage. Make sure that the Service Board has the default status and team; otherwise, it is not possible to create Service Tickets by means of this Service Board.
    • Type—Select the ConnectWise Manage ticket type to be assigned to the ticket. Ticket types, available for selection, depend on the selected Service Board.
    • Subtype—Select the ConnectWise Manage ticket subtype to be assigned to the ticket. Ticket subtypes, available for selection, depend on the selected Type.

    CW_Ticketing_settings

    Ticketing settings for events window

  5. When you finish configuring ticketing for events, click the Save changes button to save the ticketing settings.

    Ticketing for events is configured and ConnectWise Manage tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create Service 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 for events and restore last saved values:

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

You can also reset ticketing settings to their default values.

To reset ticketing settings for events to their default values:

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

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