Report Manager - Manually deleted tickets in ConnectWise Manage but shows ticket as active Report Manager

Last Modified

Thu Oct 25 13:58 GMT 2018

Description

• When you delete a ticket in ConnectWise Manage, the status of the ticket still shows on the service in Report Manager.

Environment

• All N-able N-central versions
• ConnectWise Manageand other PSA

Solution

The ticket is deleted in ConnectWise Manage , where RM do not have capability to identify the status of the ticket in ConnectWise Manage .

Report Manager 4.2 and later does a stale ticket check every two days for tickets remaining open for 30 days or more. Only the 10 oldest tickets are assessed, by default. If these 10 oldest tickets still exist in the PSA, Report Manager updates their status to the status in the PSA. If the check determines that these tickets do not exist in the PSA, Report Manager marks them as deleted.

Contact Technical Support if you would like to modify any of the following:

• the number of days between ticket checks (default = 2)
• the number of stale days before deletion (default = 30)
• the number of tickets checked and updated or deleted (default =10)