MSP Manager Ticket Mailbox Creates Ticket Requests That Are Not Being Logged As Open Tickets

Last Modified

Mon Oct 22 13:34 GMT 2018

Description

  • Emails coming into MSP Manager are not auto creating tickets, but are creating ticket requests that are awaiting ticket creation

Environment

  • N-able MSP Manager

Solution

  • Tickets are only created from incoming email after assigning an email domain and specifying a default Service Item
  • Please do the following to ensure this is in place:
  1. Select Customer
  2. Select an appropriate customer
  3. Select Service Items
  4. Select Edit
  5. Ensure Default Service Item is checked
  6. Click Save
  • Then please ensure Ticket Routing is being applied:
  1. Select Settings
  2. Select Account Settings
  3. Select Ticket Routing Rules
  4. Select When a ticket comes in via email...
  5. Ensure Customer Assigned Users is checked
  6. Select Save Settings

Learn more about how ticket routing works in MSP Manager and how to properly configure it.