Ask the Community
Groups
How To Setup Monitoring Alerts to Flow into Service Desk as Tickets - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>QUESTION</strong></p> <p>How To Setup Monitoring Alerts to Flow into Service Desk as Tickets</p> <p> </p> <p><strong>ANSWER</strong></p> <p>If you would like to have your monitoring alerts flow into as tickets, please go through the following:</p> <p> </p> <p>1. Go to ticketing tab > Email Reader page and disable the email reader</p> <p>2. Go to service desk tab > Incoming Email and Alarm Settings page</p> <p>3. Click "Edit" and under the "Alarm Request" section, please make sure to fill out the field "Default Service Desk". This is the desk that monitoring alerts will create tickets in</p> <p><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fcfs-file.ashx%2F__key%2Fcommunityserver-wikis-components-files%2F00-00-00-00-21%2FKKB001024_2D00_1.png"><img src="http://community.kaseya.com/resized-image.ashx/__size/550x0/__key/communityserver-wikis-components-files/00-00-00-00-21/KKB001024_2D00_1.png" alt="" class="embedImage-img importedEmbed-img"></img></a></p> <p>4. The "Ticket Request Mapping Procedure" and "Ticket Request De-Dup Procedure" fields are optional. You can leave them blank if you do not want to use a procedure. However, do not associate a ticket mapping procedure that you are using to map tickets to certain organizations. Monitoring alerts are already associated to a specific machine ID, which in turn are associated to a specific organization. If the ticket mapping procedure is trying to map the ticket to a certain organization, then it can create issues and cause the monitoring alert not to be created</p> <p>5. The last step is to go to service desk tab > Global Settings page and enable (activate) Service Desk. If Service Desk is not enabled, then tickets will keep flowing into the Ticketing module from Monitoring:</p> <p><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fcfs-file.ashx%2F__key%2Fcommunityserver-wikis-components-files%2F00-00-00-00-21%2FKKB001024_2D00_2.png"><img src="http://community.kaseya.com/resized-image.ashx/__size/550x0/__key/communityserver-wikis-components-files/00-00-00-00-21/KKB001024_2D00_2.png" alt="" class="embedImage-img importedEmbed-img"></img></a> </p> <p> </p> <p> </p> <p><strong>APPLIES TO</strong></p> <p>Kaseya Service Desk, VSA v6.3, VSA v6.2</p> </article> </main>