When tickets are created in Autotask, from failed checks, could there be a way to "Take Control" right from the ticket? That way we could remain in Autotask and have a screen with the GFI wall chart displayed.
Enable Sites to be passed into ConnectWise under the Location column via the PSA API.
I want to be able to close a GFI created ticket in Autotask and this clear the check in GFI automatically. At the moment the check remains open even though it shows the ticket in Autotask has closed. So Technicians need to remember to clear the check manually after closing the ticket.
Currently there is no way to configure the self healing function of NCentral to bill time to your PSA only if the self heal has been successful. I would love to see a method to allow NCentral implemented to bill time and change the status of a ticket if the self healing function which has been run has been successful. There is a thread about this in the PSA section of the forums. https://community.solarwindsmsp.com/Community/Forums?forumid=43&threadid=125139 ...more »
Allow the option for DSC errors to either create a new ticket or update an existing ticket.
without the option of creating a new ticket, the previous ticket is opened and still assigned to the same technician if the problem happens again, no matter the time scale.
It would be nice if MAX RemoteManagement was to include the failed Check Info in the PSA-created ticket. For example, a Symantec Backup Exec 2010 R3 job failed and the ticket's description was as follows: "Check Failed: Backup Check - Symantec Backup Exec 2010: One or more jobs failed" However, the check's Check Info included the following: "14-May-2015 03:38 AM: TapeBackup Complete with exceptions 14-May-2015 03:38 ...more »
Is it possible to expose a web API for Maxdesk so that new ticket notifications can be fed into Slack. Just about every other cloud servicedesk now has that ability.
if you want to change your PSA credentials for the Autotask sync for example, you've got to deinstall the PSA integration and reinstall it with your new credentials. That way all linked tickets are broken and you create a new integration instead of keeping the existant.
A change of PSA settings should be possible without loosing data.
We have our GFI Max setup with Connectwise and when my techs clear outages on the dashboard it always shows in the ticket that the primary account cleared it rather than the individual tech. This causes confusion when reports are ran for our clients and it has caused some confusion when events occur when audits have to be run to see who did what. Please change this so that there can be proper accountability on outage ...more »
The PSA Entity Mappings is very time consuming for creating new PSA Entries (or at least for Autotask it is). Each drop-down menu takes time to load, etc.... To map 100 devices or so, takes anywhere from an hour to two if you are creating new PSA entries and want to map them to products. The Auto-Map currently isn't helpful as you can only apply "everything" that is unmapped to a single product, which doesn't make ...more »
Under Settings > PSA Integration > Configure, the name format is lacking. It would be more helpful if it could include additional failure information. Such examples where this would be most useful: Company - DC01 - Managed Antivirus - 2 items in Quarantine Company - EXCHANGE - Windows Service Check - Transport Service - 7 Consecutive Failures Company - DC01 - Failed Login Check - 8700 Failed Logins Adding this additional ...more »
Would like to see PSA integration with Zendesk.com, Zendesk is a well known and frequently used Support / ticket system.