Ticket Configuration and Management

You can create and manage Service Desk tickets from the Remote Management & Monitoring Dashboard. Facilities include:

• Ticket Configuration - Configure tickets originating from RMM when an outage occurs so that they behave in a certain way in Service Desk. For example, which ticket queue they are placed in, whether email alerts are sent and whether tickets should be automatically be closed in Service Desk when the outage is closed in RMM.
• Access Service Desk Tickets Created in RMM - You can not only view tickets but add notes and create time entries.
• Generate New Ticket from RMM Outage
• Manually Close a Service Desk Ticket
• Re-open a Ticket
• Force Sync between Service Desk and RMM