Ticket frequency
When you configure ticket frequency, you configure the ticket behavior of 24x7 and Daily Safety Checks failures and Device Outages. The following Ticket Settings are common to all three.
| Ticket setting | Description |
|---|---|
| Ticket Priority | The priority assigned to any ticket created by the All Devices view. |
| Ticket Queue | The Service Desk queue any tickets generated by the All Devices view are recorded against. |
| Due Date Offset | The number of days in the future to set the Due Date for any tickets created by the All Devices view. |
Ticket handling
Tickets are handled differently depending upon the Check frequency (24x7 or Daily Safety Check) or type (server overdue).
| Type of ticket failure | Result |
|---|---|
| 24x7 Check | Creates a new Service Desk ticket. |
| DSC (Daily Safety Check) |
First failure of the Check creates a new Service Desk ticket.
Subsequent failures of the Check reopen the same Service Desk ticket. |
| Device Overdue (Server) | Creates a new Service Desk ticket. |