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This section is applicable to all the editions of IT360 as given below - Professional Edition, Enterprise Edition [Central Server only] and MSP Edition [Central Server only].
Following are the steps to configure a notification profile, in order to log a trouble ticket to ServiceDesk;
This first step is slightly different based on the edition that you are using:
If you are using the Enterprise Edition or MSP Edition [Central Server], then go to 'Admin -> Actions'. Click Add New under Log a Ticket(s) or Create a new Ticket link under Help Card.
Note: You need to Configure E-mail Settings, before configuring the notification profile.
Enter the name of the Ticket.
For MSP edition, choose the Account Name and Site Name of the Requestor,whom u would like to configure here.
Note: The Sites will be listed, only if there is any Requester in it.
Choose the Category, Sub-Category, Item, Priority, Group, and Technician, to whom the ticket should be assigned. These ticket details will be tagged with the generated tickets. For more information on Category, Sub-Category, Item, Priority, Technician and Technician Group click here.
Enter the name of the Requestor in the Requester Name text box.
Enter the Title of the ticket, where the title supports the usage of replaceable tags. You can add alarm Variables to the Title, by selecting them from the combo box.
Give the Description of the mail content. The description also supports passing alarm variables as replaceable tags.
Choose the Format of the Mail message: HTML, Plain Text or Both.
You can choose whether to Append the alert message that was generated, to the trouble ticket.
Once you have configured all the above details, click the Log a Ticket button.
Once the alerts are configured and the threshold limit is crossed, an alert is generated, and it is automatically logged into the ServiceDesk. A 'Ticket' will be generated automatically for the Administrator to assign it to a suitable technician.
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