PSA Tickets not Closing after Returned to Normal

Last Modified

Wed Nov 11 23:00 GMT 2020

Description

  • A service has transitioned back to a normal status, however, the PSA ticket which was opened did not auto-closed

Environment

  • N-able N-central

Solution

  • To resolve this issue please check the following:
  1. Confirm the notification tied to the service in N-able N-central has the "Notify on return to Normal" checked in the notification trigger
  2. Confirm Change ticket status to closed is enabled and that ticket status will only be set on return to normal if the Ticket's current Status = Acknowledged and New
  • This can be done by doing to Administration > PSA Integration > Ticketing then select ticketing profile and then click on Notification Settings
  1. If you're using ConnectWise Manage as your PSA solution and you've recently upgraded your N-able N-central server to version 11, ensure you've set up the new REST APIs, which replace the former means of tying the servers together