PSA ticket creation and updates

PSA creates and updates service desk tickets via multiple sources. In addition to users (or requestors) creating and updating tickets manually in Management Portal, users (or requestors) can create tickets via a public ticket portal, and via integrated RMM alerts.

Ticket creation

There are four options for creating tickets in PSA:

• Manually, by customers or MSPs, using Management Portal.

  For more information, see Creating a PSA ticket.

• From incoming email, when:

  • A new unread email from a new thread is identified.

  • A new unread email from an existing email thread is identified, but an associated ticket is already closed.

  • A requestor is identified by their email address.

  • A requestor is not identified by their email address, but incoming email settings allow tickets to be submitted by unknown users.

    Even if you configure the incoming email server to process messages from unknown users, the system still ignores emails from the following types of email:

    • The sender email address contains: 'noreply', 'no-reply','no_reply', 'notreply'.

    • Email header contains:

      • Auto-Submitted, when value differs from 'no'.

      • X-Auto-Response-Suppress, when value is 'All', 'DR' or 'AutoReply'.

• Through the public ticket portal, when configured accordingly. For more information, see Setting default PSA values.

  The ticket portal can be accessed without registering or signing in to the system. For more information, see Submitting service desk tickets via the ticket portal.

  • If the email address is recognized by the system, or the provider has selected not to restrict requests from unregistered users, the ticket is created.

  • If the email address is not recognized, and the provider has selected to not process requests from unregistered users, the ticket is not created.

• From integrated RMM alerts:

  • Tickets are created automatically, if a bi-directional, alerts-to-tickets synchronization is enabled for the RMM integration.

  • Tickets are created manually from Cyber Protect Cloud alerts via the Cyber Protect console.

  When tickets are created from RMM alerts, incoming email, or via the public ticket portal, the following default values are applied:

  • If the requestor is not identified, service desk default values are used.

  • If a ticket is created by an RMM alert, three default values (the Default SLA, Category, and Priority) are taken from the default RMM settings.

  • If the requestor is identified, a new ticket is associated with the company service desk settings, default SLA, default priority, default category, default support user, and any devices linked with this specific user.

Ticket updates

There are three options for updating tickets in PSA:

• Manually.

  For more information, see Updating PSA tickets.

• Via incoming email, when an unread email from an existing email thread is identified and the corresponding ticket is not closed.

  Even if you configure the incoming email server to process messages from unknown users, the system still ignores emails from the following types of email:

  • The sender email address contains: 'noreply', 'no-reply','no_reply', 'notreply'.

  • Email header contains:

    • Auto-Submitted, when value differs from 'no'.

    • X-Auto-Response-Suppress, when value is 'All', 'DR' or 'AutoReply'.

• Automatically, by linked alerts from integrated RMM or Cyber Protect Cloud alerts.