Continuum intergration

[raymond]

Re: Continuum intergration

>> 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

[signals]

Re: Continuum intergration

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.

[raymond]

Re: Continuum intergration

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

[raymond]

Re: Continuum intergration


What happens when we re-open a closed ticket? Does it re-open at the Continuum end as well?

//ray

[Support Team]

Re: Continuum intergration

Reopening a service Ticket in RangerMSP affects only RangerMSP.

[raymond]

Re: Continuum intergration

So how do we re-open the ticket with Continuum when we need to do that?

//ray

[Support Team]

Re: Continuum intergration

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.