Ticketing for events

In the Events section of the Ticketing tab, you can configure ticketing rules for events that occurred in Kaspersky Security Center. You can edit ticketing settings either for an individual event, or for several events at the same time.

AT_Ticketing_events

Configuring ticketing for events

To set up ticketing for events:

  1. In the Kaspersky Security Integration Tool for MSP window, click the Ticketing tab.
  2. In the left pane, select Events to configure ticketing for events.
  3. In the Create ticket column, use the toggle buttons to enable or disable ticket creation for the corresponding event severities.

    By default, ticketing is disabled for all event severities. There are three possible event severities: Critical, Functional failure, and Warning.

  4. Edit the ticketing settings.

    You can edit the main ticketing settings, which are displayed in the main screen. Additional ticketing settings appear in the Ticketing settings for events window.

    • To edit the main ticketing settings, select the line with the event severity that you want. In the Lifetime, Queue, Priority, and Due, hours columns, edit the settings as required.
    • To edit both the main and additional ticketing settings, select one or more lines that contain the event severities and click the Edit button above the table. The Ticketing settings for events window opens, where you can modify additional settings.

      Editing ticketing settings for multiple event severities is useful if you want to assign the same ticketing settings to these event severities. If you want the ticketing settings to be different, edit them individually for each event severity.

    You can edit the following ticketing settings:

    • Lifetime—In this column, select the period, in days, during which the events are still relevant. The default value is 1 day.

      This value is used to determine whether to create a ticket for an event in Autotask. If the connection between Autotask and Kaspersky Security Center or Kaspersky Endpoint Security Cloud has been broken and events have not been sent for some time, only events more recent than the specified period are sent to Autotask as tickets. A different relevance period can be set for different event severities.

    • Queue—Select the queue in which to put the created ticket. The drop-down list contains the names of the Autotask queues. By default, tickets are put in the Monitoring Alert queue. This setting is required.
    • Priority—Select the priority level for the tickets created in Autotask. Assigning priority levels is used to prioritize corresponding Autotask tickets. The ticket priority allows you to respond to the issues in order of their importance, so that more urgent problems can be resolved sooner. The default priority for Critical events is Critical, and for Warning and Functional Failure events it is Medium. If one of these basic priority values is deleted in Autotask, the default value is blank. This setting is required.
    • Due—Specify the time interval, in hours, during which the ticket issue must be resolved and the ticket must be closed.
    • Work type—Select the work type to be assigned to the ticket.
    • Issue type—Select the Autotask issue type to be assigned to the ticket.
    • Issue subtype—Select the Autotask issue subtype to be assigned to the ticket.

    AT_Ticketing_settings

    Ticketing settings for events window

  5. When you finish configuring ticketing for events, click the Save changes button to save the ticketing settings.

    Ticketing for events is configured and Autotask tickets will be created in accordance with the specified rules.

Kaspersky Security Integration Service for MSP can create Tickets only for active Autotask accounts. Therefore, make sure that the Active check box is selected in the account properties.

You can cancel changes and reset ticketing settings to their last saved values.

To cancel changes of ticketing settings for events and restore last saved values:

  1. Open the Ticketing tab and in the left pane select the Events section.
  2. Click the Cancel changes button.

You can also reset ticketing settings to their default values.

To reset ticketing settings for events to their default values:

  1. Open the Ticketing tab and in the left pane select the Events section.
  2. Click the Reset to defaults link.
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