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Open Ticket from RMM


dpbklyn
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Hello,

Is there a way to MANUALLY open a ticket from within the RMM? 

Since Pulseway doesn't offer "round trip ticketing" where a ticket can be automatically opened and closed by the RMM (if a ticket is opened automatically, then resolved from within the RMM the ticket is automatically closed) we are trying to reduce the "signal to noise ratio" by only having critical issues automatically open tickets in the PSA.  However, since we do our billing from the PSA, I would like to have our techs be able to open a ticket by clicking a button on a device or alert in the RMM so a ticket is opened in the PSA with the pertinent information auto-filled and a timer started.

Thank you,

dp

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  • 3 weeks later...
  • Staff

Hi @dpbklyn,

The idea here is to resolve tickets from the Pulseway PSA. Once the ticket is resolved or deleted into the Pulseway PSA, then it is automatically deleted from the Pulseway RMM.

In order to open the ticket in PSA for certain system you may use the support request from the system on which are you working. Support requests will always be forwarded to the Pulseway PSA. For more details regarding this please check out the following links:

1. https://intercom.help/pulseway/windows-agent-configuration/general-configuration-for-the-system/enable-user-support-request

2. https://intercom.help/pulseway/windows-agent-configuration/manage-systems/how-to-configure-pulseway-group-policies

 

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