Continuum intergration

[signals]

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?

[Support Team]

Re: Continuum intergration

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.

[signals]

Re: Continuum intergration

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)

[Support Team]

Re: Continuum intergration

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.

[signals]

Re: Continuum intergration

How do we "easily" know? does it receive some status that I am not seeing? because without looking at each ticket, and reading through the whole thing. There is not really an easy way to tell the ticket is finished.

[Support Team]

Re: Continuum intergration

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.

[signals]

Re: Continuum intergration

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.

[Support Team]

Re: Continuum intergration

Feedback noted. Thanks.

[ShamanSys]

Re: Continuum intergration

I agree with Signals as we use Continuum.

[raymond]

Re: Continuum intergration

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

[Support Team]

Re: Continuum intergration

Your suggestion is noted. Thank you.

[raymond]

Re: Continuum intergration

Never got the answer to this question:


When continuum closes a ticket and the history note is created, does the Account Manager also receive an email?

thanks --

//ray

[Support Team]

Re: Continuum intergration

Yes, when a Ticket is closed in Continuum and a History note is created, the Account Manager should get an Alert, subject to the usual Alerts settings.

[raymond]

Re: Continuum intergration

Thanks!!

Just turned this on a couple of hours ago... in the middle of cleaning up the backlog of tickets that got moved to CommitCRM (even though I had already closed them in Continuum, they still got imported to CommitCRM).

//ray

[Support Team]

Re: Continuum intergration

Once the integration with Continuum is enabled Continuum writes ticket updates to a queue that will be sent to RangerMSP entirely, even if the ticket has already been closed in Continuum.