Configuring Automated Ticketing

You can configure Veeam Service Provider Console to send information about triggered alarms to ConnectWise Manage and to create service tickets based on alarm data.

Prerequisites

Before configuring automated ticketing, check the following prerequisites:

Configuring Automated Ticketing

To enable automatic creation of tickets based on Veeam Service Provider Console alarms:

  1. Log in to Veeam Service Provider Console.

For details, see Accessing Veeam Service Provider Console.

  1. At the top right corner of the Veeam Service Provider Console window, click Configuration.
  2. In the configuration menu on the left, click Plugin Library.
  3. Click the ConnectWise Manage plugin tile.
  4. In the menu on the left, click Ticketing.

Veeam Service Provider Console will display a list of all enabled alarms, except alarms for the Cloud Gateway, Internal, Plugin, Site and User objects.

  1. At the top of the page, from the Service Board drop-down list, select a service board on which tickets will be created.
  2. At the top of the page, from the Create ticket after drop-down list, select a time period after which the ticket for a triggered alarm must be created.

Note:

When you close a ticket in ConnectWise Manage, Veeam Service Provider Console resolves an alarm used to create this ticket. Conversely, when you resolve an alarm in Veeam Service Provider Console, the status of a ticket in ConnectWise Manage changes to Closed. The synchronization period for these actions is equal to the default synchronization interval for ticketing data. For details, see Refreshing Data.

  1. From the list of alarms, select alarms for which you want to create tickets.
  2. At the top of the list, click Enable.

Enable Alarms

Enabling Veeam Service Provider Console Notifications for Mapped Companies

If you have configured both ticket notification in ConnectWise Manage and alarm notification in Veeam Service Provider Console, your mapped companies can receive notifications on both triggered alarms from Veeam Service Provider Console and created tickets from ConnectWise Manage. By default, duplicated notifications are disabled in Veeam Service Provider Console plugin. If you want to send Veeam Service Provider Console alarm notifications to mapped company, you can enable notifications.

To enable Veeam Service Provider Console triggered alarm notifications for mapped companies:

  1. Log in to Veeam Service Provider Console.

For details, see Accessing Veeam Service Provider Console.

  1. At the top right corner of the Veeam Service Provider Console window, click Configuration.
  2. In the configuration menu on the left, click Plugin Library.
  3. Click the ConnectWise Manage plugin tile.
  4. In the menu on the left, click Ticketing.

Veeam Service Provider Console will display a list of all enabled alarms, except alarms for the Cloud Gateway, Internal, Plugin, Site and User objects.

  1. At the top of the page, set the Alarm Notifications to Clients toggle to On.

After you enable Veeam Service Provider Console alarm notifications, Veeam Service Provider Console will enable all client alarms for mapped companies. Note that Veeam Service Provider Console will not enable internal alarms and alarms for mapped resellers.

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