Managing tickets - Legacy UI

SECURITY  Refer to ACCOUNT > Support and SITES > Support in Security Level Details - Permissions

NAVIGATION  Legacy UI > Account > Support

NAVIGATION  Legacy UI > Sites > select a site > Support

NAVIGATION  Legacy UI > Sites > select a site > Devices > select a device > Support

Refer to Creating a ticket.

Tickets are managed on the Support tab at the account, site or device level, using both the Datto RMM standalone ticketing and the integrated ticketing with Autotask.

NOTE  If you have the ConnectWise integration enabled, the Support tab is disabled. Refer to Round-trip ticketing.

  • On the Account > Support tab, you have access to all tickets in your Datto RMM account.
  • On the Sites > Support tab, you have access to all tickets for the selected site.
  • On the Device > Support tab, you have access to all tickets associated with the selected device.

The list features on these three pages are identical.

The Support tab

Standalone ticketing

The Open Tickets, All Tickets, and My Tickets radio buttons allow you to filter the tickets.

Radio button Description
Open Tickets This selection will display tickets where the status is something other than Closed. This is the default view.
All Tickets This selection will display all tickets that have ever been created, regardless of status.
My tickets This selection shows all tickets assigned to the logged-in user.

Integrated ticketing with Autotask

By default, you will see all tickets. However, you can narrow the list by clicking the Show tickets created field and selecting one of the listed options or by entering a specific date range.

You can also filter tickets by selecting one or more options from the following drop-down menus:

Drop-Down Menu Description
Queue Select any or all the queues. The drop-down menu lists all active queues as configured in Autotask.
Status Select any or all the statuses. The drop-down menu lists all active statuses as configured in Autotask.
Priority Select any or all the priorities. The drop-down menu lists all active priorities as configured in Autotask.
Assigned To Select any or all the resources. The drop-down menu lists all active resources as configured in Autotask.

NOTE  The query displays tickets for a maximum of 100 sites within the past 30 days. Tickets older than 30 days will not be displayed regardless of ticket status.

Standalone ticketing

Icon Name Description
Update status of selected tickets Allows you to update the status of multiple selected tickets.
Refresh Refreshes the current view.
  Auto-refresh is on/off By default, auto-refresh is set to ON. Auto-refresh only happens when an action occurs to trigger it. It does not refresh at set time intervals. Click to switch it on or off.

Integrated ticketing with Autotask

Icon Name Description
Refresh Refreshes the current view.
  Auto-refresh is on/off By default, auto-refresh is set to OFF. Auto-refresh only happens when an action occurs to trigger it. It does not refresh at set time intervals. Click to switch it on or off.
  Save Once you have selected the required Queues, Statuses, Priorities, and Assigned Resources, click Save to update the results.

Standalone ticketing

Field Description
Selection check box Check to select one or multiple tickets. The check box is used in conjunction with the pencil icon to update the status of the tickets.
Number The ticket number. You can click the column header to sort by ticket number. Click the hyperlinked ticket number to edit the ticket.
Site The site the ticket is associated with.
Created by Displays the device name for which the ticket was created, or the user who created the ticket in the Web Portal. You can click the device name to open the device.
Ticket Title The title of the ticket. You can click the column header to sort by ticket title.
Description The ticket description. You can click the column header to sort by ticket description.
Priority The ticket priority between 1 and 5. You can click the column header to sort by priority. The priority legend is as follows:
• Critical - Priority 1
• High - Priority 2
• Moderate - Priority 3
• Low - Priority 4
• Information - Priority 5
Status Indicates the progress that has been made on the ticket. Options are New, In Progress, Waiting and Closed. You can click the column header to sort by status.
Create Date Date, time, and time zone when the ticket was created. You can click the column header to sort by date.
Assigned to The user responsible for resolving the ticket.
Synced Indicates if the ticket has been synced with a PSA integration.

Integrated ticketing with Autotask

Field Description
Site The site the ticket is associated with.
Ticket Number The ticket number. You can click the column header to sort by ticket number. Click the hyperlinked ticket number to edit the ticket.
Title The title of the ticket. You can click the column header to sort by ticket title.
Created By The name of the user who created the ticket. If the ticket was raised through a monitor, the user who created the monitor is listed as the creator.
Queue The queue where the ticket got assigned. You can click the column header to sort by queue.
Issue The ticket issue type. You can click the column header to sort by issue type.
Sub-Issue The ticket sub-issue type. You can click the column header to sort by sub-issue type.
Status The ticket status. Both open and completed tickets are listed by default. You can click the column header to sort by status.
Priority The ticket priority between Critical and Low. You can click the column header to sort by priority. The priority legend is as follows:
• Critical - Priority 1
• High - Priority 2
• Moderate - Priority 3
• Low - Priority 4
• Information - Priority 5
Created Date, time, and time zone when the ticket was created. You can click the column header to sort by date.
Assigned To The primary resource responsible for resolving the ticket.

How to...

Refer to Web Portal ticketing - Legacy UI and Agent ticketing for end users.