Specify how N-able N-central tickets repeat failures
After a ticket has been closed, an issue may reoccur on a device within a given time period and remain associated to the service.
You can specify how much time N-able N-central should wait before creating a new ticket on an issue. If a service on a device goes between Normal and Failure, during a configured time period, N-able N-central creates only one ticket and appends notes to the ticket as each transition occurs. Once the time has elapsed, N-able N-central creates a new ticket for the same service issue.
You cannot update or view Tigerpaw tickets in N-able N-central.
- Click Administration > PSA Integration > Ticketing.
- Click the name of a ticketing recipient.
- Click the Notification Settings tab.
- In the Handling Repeat Failures area, click the option Reopen tickets within and set the number of hours.
- Click Save.
Once the service transitions back to a Normal state, and the time period has expired, if the Notify on Return to Normal was enabled when the original ticket was created,N-able N-central generates a new ticket when the issue occurs again. If the Notify on Return to Normal not enabled when the original ticket was created, N-able N-central appends a note to the existing ticket when the issue occurs again.