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Migrate Classic Tickets to Next Gen Ticketing
Question How do I migrate my current classic ticketing tickets to the new next-gen ticketing solution? Resolution The Kaseya Ticket Migration Tool allows you to transition your tickets from your On-Premises or SaaS VSA Ticketing Module to VSA Next Gen Ticketing with just a few clicks. Important things to know: * We…
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Kaseya VSA Next Gen Ticketing Quick Start Guide
Thank you for using VSA Next Gen Ticketing on the BMS Platform by Kaseya. We have included this Quick Start Guide – designed to help you leverage the features to enhance your ticketing experience from VSA. Additionally, we have created video walkthroughs of the new functionality: Ticket Creation, Work, and Close:…
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Ticket Id in Email Notification doesn't Match the Ticket Id.
Issue: In Ticketing, the email notification for a new ticket creation contains the wrong "ticketid" in the notes. It shows the next/previous ticket id rather than the current id. Ticket Notes ~ticRefId='xxx' Cause: This is due to independent ticket sequencing. Resolution: 1. Go to Ticketing > Configure Ticketing > Email…
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Ticketing outbound email cannot be configured
PROBLEM All emails sent from the ticketing module use the same address as the Email Reader's incoming address, even if they are different CAUSE This is by design. The ticketing module is able to read emails from the specified inbox and either convert them in to tickets, or to add the message to existing ticket. You, as a…
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Unable to Migrate or Merge Tickets
Problem You receive this error. No SQL view was found with the name dbo.vbo_ticsummary_List Cause The customer is missing this file. C:\Kaseya\xml\View\vbo_ticsummary_List.xml Resolution Copy this file from another Kserver running the same version.
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Technicians/Users are not able to view the assigned tickets in Ticketing tab , some tickets are missing
Problem Technicians are not able to view the assigned tickets in ticketing tab , some tickets are missing Cause Tickets that are missing from the User/Technician list are associated from the group that is not assigned to user's scope. Solution Check the Scope assigned to user , ensure that the associated group is assigned…
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Unable to assign ticket or assignee does not display in user list
Problem Admins unable to reassign /assign ticket to some of users and/or Assignee drop down list does not displays any users Cause The Access Right to show standard users that are members of any scope is disabled . Solution Please check and verify the Role assign to your Admins/Users if they are allowed to see the standard…
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How to Auto-populate the Submitter's Information Field in KLC > Ticketing > Create page
Question How to Auto-populate the Submitter's Information Field in KLC > Ticketing > Create page Answer The submitter User Name, User Email and User Phone fields are populated with contact data maintained for this machine ID using Agent > Edit Profile. This information can be updated if need be Applies to Ticketing All VSA…
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Ticketing Module Fields
QuestionIs it possible to set certain fields in Ticketing module to "required"? AnswerAt this time, it is not possible to set fields in the ticketing module to a "required" state. However, the Service Desk module (our advanced ticketing system) does allow for this functionality. For more information on Service Desk, please…
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How to hide hidden notes in Ticketing and to Define access to each ticket field?
Question How to hide hidden notes in Ticketing and to Define access to each ticket field Answer: To Define Access to each ticket field, Navigate to Access Policy > Select the Role from the drop down list that would want to define access
then select from from the level of access on each ticket field as shown below: Three…