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We have a large amount of our tickets auto-completed by a continuum NOC agent. However it does not look like they are closing in CommitCRM. Is there a setting we missed in the installation to resolve this, or a report we run to re-sync/update the tickets with the correct information?
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Ticket in RangerMSP is not closed automatically when ticket is completed/closed in Continuum, but rather an History Note is added under the Ticket History.
Closing Ticket in RangerMSP requires some additional data to be entered for the Ticket, such as Charges, Resolution etc. Hope it makes sense. |
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That does, but it honestly makes the integration useless. Is there a way to default that information in when the NOC closes the tickets? otherwise we will be closing close to 50 tickets a day that were just "tripped" tickets for when a service stopped and they started it. (something we wouldn't bill our clients for)
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Any Ticket closed in Continuum is also pushed to the Tickets Inbox for you to easily 'know' that that the ticket got resolved. You should then hit the Complete button to close it. Whether you need to add Charges or not depends on the relevant case, however, tickets aren't auto complete in RangerMSP. Thanks for asking.
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Indeed, you need to review 'what's happen' and decide what to do. The Ticket is pushed to the Tickets Inbox, so you know something has happened with it. Then, like with any other ticket that is pushed to the inbox you need look what has happened with it - the customer replied? update by Continuum? Etc. - the actual details are all listed under the Ticket History and Preview tabs.
Hope this helps. |
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It does, unfortunately it tells me the integration is not yet usable, at least for us. We have way to many tickets that come in, and we normally would never need to do anything with.
For future updates (maybe something that can be added in CommitCRM 8.0) please add something to change the status of the ticket if nothing else to NOC completed. Rather than leaving it as new. Because all the does is bury important tickets in all the spam tickets we receive. |
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So I literally just purchased the continuum module to bind the two systems together.
We would not want the NOC to be able to automatically close a ticket on our account so that is good BUT maybe we should have an option in the Continuum Connector to set the ticket to a specific Status when they do close it (for us, we would equate a NOC closed ticket to our Completed Pending Approval Status). Others might then choose to force the ticket to a closed status. This will get interesting when CommitCRM gets around to us being able to mark fields as required though... (hopefully that is soon!). I'm good with "Any Ticket closed in Continuum is also pushed to the Tickets Inbox for you to easily 'know' that that the ticket got resolved." -- when this happens, does the Account Manager also receive an email? //ray |
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>> BUT maybe we should have an option in the Continuum Connector to set the ticket to a specific Status when they do close it...
We have been using the connector for one full day and I absolutely see the need for us to have the system auto update the status when Continuum closes a ticket (we should be able to configure the system and tell it which status to set it to though!) -- already our ticket queue is up, the NOC is closing tickets and we are left trying to figure out the status by looking in the history notes... this is not good! Please add a configuration option in the connector so that we can have Continuum update the status field to something we select when the NOC closes a ticket... thanks!! //ray |
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Is anyone successfully using the Continuum integration? If so, are you using Continuum NOC for ticket resolution? How are you dealing with all the new opened tickets it generates?
We found the generation of open tickets in CommitCRM for all Continuum NOC created and closed tickets overwhelming and removed the two-way integration. |
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We are liking it so far but yes, this last weekend (our first with the integration) was a little daunting. We are tweaking it (things like backing off AV tickets to every other week, etc.).
The two things I'm trying to work with commit on (bugs?): 1) The ticket manager is not getting the automated email when a ticket is closed, but ONLY for tickets created through the continuum connector. This has to be a bug because it works perfectly fine with tickets that are manually created and/or tickets created through the email connector (when we close a ticket, the ticket manager gets an email). If this doesn't get fixed soon it will probably cause us to turn off the integration because we are getting too many emails in our Outlook inbox without notifications that the tickets are closed. Not good... (!) 2) Bifurcating the rights to edit the RMM integration settings and the ticket processing. Right now it's an all or nothing -- basically give the rights to folks to work with ticketing through the NOC also gives them the rights to modify the RMM connector. This is also not desirable or good. Other than those two things and what we are talking about here (having the ability to select which status gets set when the NOC closes a ticket), we are finding the integration works really well! I will reserve the right to bitch though the minute something goes sideways and our queue gets stuffed with 1,000's of tickets because some automated process fouled up AND there is no bulk method to close/delete tickets... :-) cheers! //ray |
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In Continuum, closed tickets cannot be re-opened and that's naturally affects what RangerMSP can and cannot do when integrating with it. Re-opening a Ticket in RangerMSP will not affect on the linked closed ticket in Continuum. Sending any update from RangerMSP for such Ticket may create new Continuum Ticket.
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