Performance issues for MSP Manager instances with a large number of completed tickets

Last Modified

Wed Oct 16 06:15 GMT 2019

Description

  • MSP Manager instance has a large number of tickets, especially in the 'Completed' state (e.g. 10,000+)
  • Generally the instance is not integrated with an accounting software
  • Completed tickets are exported to CSV for billing externally, therefore, tickets do not move to a 'Billed' state
  • When accessing Helpdesk in MSP Manager there is a long delay in the tickets loading

Environment

  • N-able MSP Manager

Solution

  • When Helpdesk is loaded in MSP Manager the following ticket views are loaded into the window:
    • Ticket Requests
    • Unassigned Tickets
    • Open Tickets
    • Completed Tickets
  • Billed tickets are loaded on a separate thread when the option is selected
  • The recommendation for large partners is to move these tickets through the Billing process regularly in order to move them out of the Completed list
  • This will help structure your MSP Manager systems with invoices and finalise the ticket process by moving them to their final state and avoid continuous loading of old tickets