creating tickets from RMM notifications

[Donna]

Hello, we are new to Pulseway MSP. I'm trying to figure out how to create tickets and assign them to the correct client, from the RMM notifications. 

[Chris]

Hi Donna,

At first you need to assign the hardware assets to the correct client, and then, so if the new ticket is created from this system, then it will be automatically assigned to the client who owns this system. In order to do this you need to go to Service Desk -> Asset Management -> Hardware Assets -> click on the system and select the correct Client.

Also, you can configure the email domain for customer, therefore all new tickets that will be created from this email domain, will be assigned to this customer. You can do this from the CRM -> Accounts -> select the correct account -> Email Domain -> Add.

[Donna]

Hi Chris, thank you.. I've assigned hardware assets to correct client. So far so good. Having a hard time with ticketing but I'm playing with it. Thank you!!

[Chris]

Hi Donna,

If you could try to explain the issue with tickets, then I could try to help you to resolve it.

Please check these training videos.

[Donna]

When assigning hardware assets, not all assets are listed. 

[Chris]

Hi Donna,

If required systems are not listed in the Asset Management -> Hardware Assets. Systems in PSA are registered automatically, when the ticket is created from this system. You need to trigger the notification which creates the ticket into the PSA from the system which is not listed.