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Automatic Ticket Priority assigment

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Automatic Ticket Priority assigment

Postby oromero.citoc » Tue Jan 21, 2014 10:45 am

Is there a way to automatically assign priorities to ticekts?
FOr instance, I woudl like to assign a Critical priority to a ticekt created by and Exchange Database Dismount monitor.
Or the Server RAID Error monitor.

regards,

Oscar Romero
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Re: Automatic Ticket Priority assigment

Postby ljones.labtechsoftware » Tue Jan 21, 2014 5:09 pm

Depending on what you are looking for - changing priority in LT ticketing only - or with a synced ticket to PSA

The ConnectWise 6 and AutoTask 6 plugin both introduced Ticket Category Mapping - which is where you can map/select a Priority other than what a default monitor/script would get based on the Ticket Category assignment in LT. So the priority doesn't actually change on the LT ticket at all but you can set to be higher in the PSA ticket for example.

Within LT - the monitors/scripts all generate with same default Ticket Priority 5 - Not So Low. However you could write a custom script to perhaps match based on the ticket subject and perform a Ticket Update action that included a change for the Priority ID #.

Scripts>Maintenance>Tickets>Ticket Finish by Ticket Subject would be a good reference - except of course wouldn't be finishing ticket. The Ticket Update script function has a Priority field so to make as Critical - that is 17. You can see all the Priority numbers for LT under the Dashboard>Config>VNC/Ticket Priority.
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Re: Automatic Ticket Priority assigment

Postby oromero.citoc » Wed Jan 22, 2014 12:45 pm

Thank you for the suggestions.

I think this might be a good suggestion for development. I will explain why, after the suggestion.

The ticket priority assignment can be automatically created through an Alert template, that uses the Ticket alert action. Just like you have a dropdown that becomes usable when you select Script as the alert action, there should be a drop down with all 17 ticket priorities when the Ticket action is selected.

Does anyone agree with me?

Here is what I am trying to do; Be able to escalate unattended critical alerts. This can be easily accomplished with a monitor like the “Ticket- On-Call Check*” and adding a condition to check for the ticket priority.

Instead, I am having to add a query to the monitor’s “Additional Condition” that keeps on growing and growing;
AND (tickets.Subject like '%offline Server%'
OR tickets.Subject like '%Offline Location Alert%'
OR tickets.Subject like '%Exchange Database Dismount%'
OR tickets.Subject like '%Drive Space Critical%'
OR tickets.Subject like '%Critical Low C: < 1 GB%'
OR tickets.Subject like '%Server - RAID Errors%'
OR tickets.Subject like '%Mailbox Store Limit Reached%'
OR tickets.Subject like '%Exchange Server Volume with 2 GB free left%')
And that it could easily fail to alert, should someone change the wording for the Ticket subject creation.

Ignite includes an escalation future (Ticket Policy) that helps notify, via email, when a ticket (any ticket) reaches certain age. However, there is not a way to escalate a Critical issue. For instance Exchange Database dismount, or Server RAID errors, or even an Offline Servers.

I have tried playing with monitors, say for instance Offline server, where I created 3 monitors to alert our Engineer; the first monitor fires up when the server offline is detected, the second one if the server has been offline for more than an hour and it has not been placed in maintenance mode(the Engineers expected first action to prevent further escalation), and the third monitor if the server has been offline for more than two hours and it has not been place in maintenance mode. Each monitor alert a different individual. This is especially helpful for after-hours alerts.

However, this approach does not work well for monitors that do not have a Failed and Success state. For instance, a log driven monitor will trigger all 3 alerts as soon as the maintenance mode ends. Believe me, for over a year I have played with the SQL query and the time the event was logged, and it does not work well.

About the suggestions;
ConnectWise; We use CW, but not everyone does. In addition, we would have to rely on a whole other set of things to get a Critical alert. Sooner or later we will have a Service failure because this two systems popped talking to each other 

Script: I can’t run a script at the time the monitor triggers because the ticket for the incident has not been created. This means that to escalate Critical issues tickets I would have to constantly be running a script on the server looking for this type of tickets based on Type or Subject. This approach would probably use more CPU cycles on the LabTech server that the long as SQL query I am using. We would also have to come up with a whole new set of Ticket Types to distinguish Critical alerts.

Do you now see the beauty of having the Alert Template with the Ticket action assign the priority to the ticket?

Regards,
Oscar Romero
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Re: Automatic Ticket Priority assigment

Postby ljones.labtechsoftware » Wed Jan 22, 2014 6:23 pm

You can submit as a feature request via the Enhancement Forum:

http://support.labtechsoftware.com/inde ... J1bS5odG1s


With your additional details/requirements there is not something out of the box so to speak. And it does sound like you have already tried out other methods I would have suggested too.
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Re: Automatic Ticket Priority assigment

Postby oromero.citoc » Thu Jan 23, 2014 6:43 pm

I just did :)
Does anyone agree with me? If you do, can you vote for it in the feature request Enhancement Forum:
http://support.labtechsoftware.com/home ... ority.html
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Re: Automatic Ticket Priority assigment

Postby andrewm.techno » Tue Jan 27, 2015 9:51 pm

Hi all,

I was wondering if anyone got any closer to this being resolved..
We don't use Connectwise. We are just using the Labtech Ticketing system.
I has the understanding of a "Ticket Priority", however, it only seems to be something that can be manually assigned? Why?
I thought the whole idea of this product was to provide automation.

I want, as the administrator, to define that a certain Monitor is given a certain Ticket Priority, so that the despatchers don't have to understand IT in order to filter what is information, what is important and what is critical..

Would love to be able to use this..

Andrew.
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Re: Automatic Ticket Priority assigment

Postby teamits » Wed Jan 28, 2015 11:31 am

oromero.citoc wrote:can you vote for it in the feature request Enhancement Forum


Do you have an updated link? They moved the forum web sites...

We use ConnectWise but have always had monitor tickets sync into ConnectWise as "Scheduled Maintenance" (one notch below Normal) level.
Steve
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Re: Automatic Ticket Priority assigment

Postby jware.connectwise » Wed Jan 28, 2015 3:53 pm

Hello,

Unfortunately the Enhancement Forums are no longer available.

https://support.labtechsoftware.com/enh ... l-notice#/

We do value any suggestions for additional features or functionality for our product and you complete the Feature Request Form at:

https://support.labtechsoftware.com/ind ... rm_id=37#/

Please let us know if you have any other questions.
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Re: Automatic Ticket Priority assigment

Postby butrico.gmail » Tue Apr 07, 2015 11:34 am

any update on this functionality?
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Re: Automatic Ticket Priority assigment

Postby oromero.citoc » Thu Oct 15, 2015 7:13 pm

It was a pain in the rear, but I was able to work something out.

You have to start by building the "Information Base Categories" table in Dashboard> Config > Configurations > Information Base Categories. I have attached an Excel Export.
--> NOTE: If you use ConnectWise, this is also helpful for workflow and reporting.

The second thing that I had to do is to go through each and every monitor and assigned a "Ticket Category". This holds true for Internal as well as Remote monitors.

The third thing I did was to built 3 Internal monitors, that are essentially the same except for the time check for when the Ticket was created, and the alert Template.
....The first monitor check for ticket.status=1 (new), and age of 7 minutes. If positive, it Alerts with Template 1
..............The Times in the Alert Template have Ticket and email 8am to 5pm M-F, the rest(after hours) include Call and SMS
.......................TIP: when setting the alerts in the Template, do not span your time through Midnight. It will be faulty. In my case I had to
.......................create an entry from 5 pm tp 11:59 pm and the another for 12:00 am to 8 am.
...............Alert Template 1 has a contact Called "First Responder"; Our Dispatcher updates this contact (Under Navigation Tree Contacts),
................with the information for the Engineer OnCall every Monday morning.

....The second monitor uses a time check for age of ticket of 67 minutes, and uses a similar Alert Template, but with a different Contact, named Second Responder. The goal here is that if the First Responder doe snot respond, the Second Responder gets an alert an hour later.

....The third monitor uses a time check for age of ticket of 127 minutes, and uses a Third Template.

The how you want to route the alerts, how often and if they go to same individual or you escalate, is very unique to each MSP. This is how we operate.

This is the logic in the First Monitor;

Interval: 900 seconds
Monitor Mode and Duplication Alert Frequency: Once Per Day

Table to Check: ticekts
Field to Check: StartDate
Check Condition: LessThan
Result: DATE_ADD(NOW(),Interval -7 Minute)
Identity Field: (Select Name From clients WHERE clients.ClientID = Tickets.ClientID limit 1)
Additional Condition:
((SELECT `Disable Alerting` <> 1 FROM v_extradatacomputers WHERE v_extradatacomputers.computerid=Tickets.ComputerID)
AND tickets.category in (117,118,160,161,166,168,169,170,171,172,173,174,175,176,177,178,213)
AND ((Select Count(*) From maintenancemode Where maintenancemode.computerid=Tickets.ComputerID) = 0)
AND (Select OS like '%server%' FROM Computers WHERE Computers.ComputerID=Tickets.ComputerID)
AND tickets.StartedDate>DATE_ADD(NOW(),interval -2 day)
AND tickets.status = 1)
-----------------------------------------------------------------------

The `Disable Alerting` is to avoid Critical alert sent for system where Alerting has been disabled.

A way around the Ticket Category, would be to use the a key word in the Ticekt Subject or Body. You then change the Monitor's Additional Condition query to look for this key word, something like "LTCriticalAlert".
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