MSP Manager Troubleshooting
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