MSP Manager Troubleshooting
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:
- Select Customer
- Select an appropriate customer
- Select Service Items
- Select Edit
- Ensure Default Service Item is checked
- Click Save
- Then please ensure Ticket Routing is being applied:
- Select Settings
- Select Account Settings
- Select Ticket Routing Rules
- Select When a ticket comes in via email...
- Ensure Customer Assigned Users is checked
- Select Save Settings
Learn more about how ticket routing works in MSP Manager and how to properly configure it.