Ticketing - Recent Threads

End users can't view status of tickets, they can submit tickets but can't see their own tickets....

aleer — Thu, 31 Jan 2013 17:01:26 GMT

When users have tickets that they've added they don't show up again in their ticketing interface where they can check the status of them. They showed up in the previous version of Kaseya, but when the users clicked on them they couldn't edit the tickets and instead they got a dialog box that read something about a Javascript error.

Thanks,

aleer

time spent and service billing

FalconTech — Fri, 07 Dec 2012 16:04:26 GMT

is it possible to have the time spent on the ticket be sent to service billing so we can bill it to the customer? Or must you use service desk to have this ability?

Update notes and Connectwise Sync

Divvet — Mon, 04 Jun 2012 02:45:31 GMT

I have a wierd issue, we use the connectwise ticket sync so all our tickets replicate in CW.

When I add a note to a ticket in Kaseya, the note gets synced to CW.

When i add a note to a ticket through Kaseya's SQL the note doesnt sync to CW.

Can someone tell me which tables get updated to cause the sync to be triggered or if theres a function to run?

as currently i cannot find it and its starting to cheese me off!

thanks all!

Sub-Categories

ksimpson — Fri, 01 Jun 2012 21:48:58 GMT

I need to know if there is a way to configure the "sub-category" to be dependent on the "Category" field. For example, if we choose "Application Problem" in the "Category" field; I only want to see applications listed in the "Sub-Category" drop down.

Ticket creation notification of different groups

jmarko — Tue, 08 May 2012 20:54:54 GMT

I am pretty new to Kaseya, but I cannot seem to find a great way to do this. I want end users to be able to create a ticket and pick what type of ticket it is. In turn, I want a different group to be notified based on the type of ticket. For example, a user may have a e-mail question that needs to go to the 'IT group' or they could create a ticket where they have a question for HR that needs to go to the 'HR group'. I want each one of those groups to contain different people to be notified. Is this possible with just the base ticketing module or do I need the Service Desk module to do something like this?

Notifying the submitter about field changes

Fabian Eltz — Fri, 20 Apr 2012 12:37:51 GMT

Hi, folks!

Well, I've searched the forum for a while, but unfortunately didn't found satisfying answers. Currently I'm configuring the Notifiy Policy of our Kaseya Ticketing System. The problem is not new, nevertheless here are the things that I want to realize:

- Mail-Notification send to the submitter, if the ticket is assigned (incl. asignee, status, time)

- Mail-Notification send to the submitter, if the status changes

- Mail-Notification send to the submitter, if the ticket is closed

My last attempt was the following:

- enable "Ticketing -> Configure Ticketing -> Notify Policy -> Notify Ticket Submitter when note added"

- enable "Ticketing -> Configure Ticketing -> Access Policy -> Automatically insert new note with every field change"

- disable "Ticketing -> Configure Ticketing -> Access Policy -> Automatically insert new note with every field change -> As hidden note"

I thought that field changes are now added as a normal note and the submitter receives a notification. But it doesn't work.

Can anyone help me out with this? Or send me a link to another thread, that shows a solution?

Our Version is: Managed Service Edition - G1 (5.2.0.0)

Many thanks in advance!

Fabian

Schedule Ticket Creation

Bump — Tue, 06 Mar 2012 19:00:01 GMT

Is there anyway to schedule a re-occuring ticket creation? Perhaps via agent procedure?

I figured out a long drawn out way to schedule a procedure which causes an event in the event viewer which would trigger a ticket creation, but it would be nice if there was something easier.

One click ticket creation

amulet008 — Tue, 28 Feb 2012 11:55:18 GMT

Hello

I am fairly new to Kaseya and currently tasked with improving various aspects of my service desk and have been asked if it is possible to add some sort of macro which will enable helpdesk support agents to have a quick way of creating tickets and closing tickets. For example account lockouts ect.

It would be handy to have an icon or visable bookmark for this.

Appreciate any assistance on this.

Andy

Updates to Module

Bump — Fri, 17 Feb 2012 19:23:32 GMT

I understand Kaseya has the advanced Service Desk module, which tons of amazing features. However, for the size of our org, I just can't justify the cost with our current budget constraints. I've been getting by with the ticketing module just fine for the most part, but have not seen any change or advancement since getting Kaseya years ago. How hard would it be to have the ability to create Subcategories for fields?

Also, is there no way to send an e-mail on ticket closure and not all field changes?

Ticketing & HTML emails

Jack Dekker — Mon, 21 Nov 2011 09:39:36 GMT

Dear Kaseya administrators!

When i receive tickets in my ticketing module everything goes oke, but my tickets are getting unreadable when they are HTML formatted. I see the source of the email, how can i solve this? I tried to fix this myself but i failed.

Tickets - BCC list instead of adding to TO line?

tkindree — Fri, 28 Oct 2011 15:07:37 GMT

Simple request, might be a moot point:

We're still on kaseya 6.1 (upgrading to 6.2 this weekend, hopefully), and we've purchased Service Desk (but have yet to implement). We're presently using Ticketing to manage our helpdesk - problems, change requests, all that fun stuff. We deal with a variety of clients, and at each client, there tends to be 1-2 people who are notified on new tickets via email.

One of the requests we have from one of our customers is that they have a member of upper-management get BCC'd on all incoming tickets / notifications / etc... for that organization, and it got me thinking: our team@ email address is also exposed in tickets... so if a user does a "reply all" to their email, it goes to support@, team@, along with all the "monitoring" people

Is there ANY possibility of having a "BCC" capability added to the ticketing system?

This would be a simple checkbox on the "Notify policy" page - users who are listed on a line where the checkbox is checked get BCC'd, instead of added to the TO / CC line (I haven't dug into the email client used by kaseya for outbound mail, however, I doubt it would be of much difficulty)... Would show within the "Enable events" list as "B" for blind copy...

Would this be a wanted feature for many people, or would this be covered by Service Desk (and thus pushing my company to implement it sooner than later)?

I can't add new email mappings in ticketing

Johan Pettersson — Fri, 21 Oct 2011 09:00:44 GMT

When i try to add a new email mapping and choose the organization to register the email on it doesn't proceed whit that , it leaves whitout the choosen organization

I can't add a new email mapping

Johan Pettersson — Fri, 21 Oct 2011 07:57:52 GMT

When i try to add a new email mapping and choose the organization to register the email on it doesn't proceed whit that , it leaves whitout the choosen organization

The procedure 'Incident is Changed' failed to execute for ticket IN000614.

Gene Vinson — Thu, 06 Oct 2011 07:12:06 GMT

Error processing sbo_treePresNoteProcedures_List procedure Incident is Changed
The action 'SendEmail' cannot be performed because of one or more validation errors.

To: The value must not be empty.

I get these messages every day in my info center box.

all tickets are assigned same category

itsafe — Wed, 28 Sep 2011 18:00:10 GMT

We just started using Kaseya Ticketing system and all automatically created tickets are getting "Application problem" category assigned to them no matter what.

We are not using Service desk module, if it makes a difference, I never saw it.

Is this because "Application problem" is first in our Category list? Can we do something so that its properly assigned based on problem type, script or something?

Thank you,

Alex.

Ticket reminders?

Mike Jones — Thu, 15 Sep 2011 19:48:09 GMT

Is there a way to generate e-mail reminders about tickets that have been opened but not responded to? I know you can send a notification when one is overdue, but I'd like a reminder before then if possible.

-Mike

New note notifications from tickets created by email reader

AceRimmer — Wed, 14 Sep 2011 12:34:53 GMT

Hello,

We use the email reader function to generate many of our tickets at the moment. However, the "Notify Ticket Submitter when note added" does not work for tickets generated by email. Does anyone have this working? Is it possible? Is there a workaround?

Thanks in advance

Some help with a flurry of duplicate tickets

David Mendez — Tue, 06 Sep 2011 19:46:18 GMT

We the recent change of our Kaseya server from physical to virtual and separating the db to a separate SQL box, we have seen a manifestation of tickets that re duplicates. At one point ti went up to 3k tickets. They were all the same. Nothing changed on the external email server (third party Microsoft hosted exchange). However, we have managed to see where the problem resides. For some reason, Kaseya cannot write the email to the mail folder listed below. Since it cannot pull the emails from the pop account, the reader redownloads the email as assigns it as new. When I check the log this is the folder its trying to write to:

09/06/2011 14:26:56 wodPop3 Error: Cannot save file 'C:\Kaseya\KServer\..\MailLog\ E60DBF9E8F3F5141BC99970F934CD9E526CF26@CH1PRD0202MB162.namprd02.prod.outlook.com.eml': Could not access destination file. 09/06/2011 14:26:56 New ticket 17621 Added. Email ID 15764.

Does anyone know what needs what permission to write to this folder? I tried support but they are stuck on Windows Security Logs which I dont think bare any relevance.

Any help would be greatly appreciated.

Email Reader Failing

dkbinnov — Tue, 30 Aug 2011 21:55:06 GMT

We have the Email Reader setup to read from a Gmail account we have every 3 minutes. Clients email tickets to this GMail account and the Reader picks them up and puts them in Kaseya. We also have monitoring alerts on the Email Reader to alert us when the Reader fails (Monitoring > Alerts > System). Besides the occasional failure email, this worked well.

Then suddenly, beginning this past Friday (8/26), we are getting a landslide of "Email Reader failed" messages through the monitoring alerts. I've had to disable the alerts due to the sheer amount of messages we are getting daily (on Monday alone, we received 29 "Email Reader failed" messages). All the messages contain the same error (this is from earlier today):

Error message:

08/30/2011 13:34:45 wodPop3 Error: The current connection has been aborted by the network or intermediate services. wodPop3 Error: The current connection has timeout.

I know Google has been experiencing issues with Gmail as of late, but not sure if the error I'm getting is related to that or not. Is anyone else having problems lately with their Email Reader?

Viewing tickets for multiple groups.

RichKS — Thu, 18 Aug 2011 15:20:33 GMT

Hi all,

How do I view all the tickets in some of our groups? So for example, all the tickets for machines in group1. group2 and group3, but not the tickets assigned to machines in group4, group5 and group6.

Thanks,

Rich

Service Desk Issue

kevingreen — Fri, 05 Aug 2011 19:56:53 GMT

I am trying to migrate from the standard ticketing system into the Service Desk since it seems to offer way more functionality and control.

However after just installing the add-on I have already hit a bit of a wall. When ever I try to create a new ticket or knowledge base entry I am getting thrown this little issue:

Method not found: 'Void Kaseya.Application.FormManager.DataBind(Kaseya.Application.IDataSource, System.Object, Boolean)'.

Not really sure how to proceed.

Thanks,

Exchange Server Issues with Ticketing

tommy.fr — Wed, 06 Jul 2011 21:24:56 GMT

I have Kaseya2 using an exchange account to sent alerts/emails, etc. This works fine.

I have another exchange account to receive emails for support questions, which also works and generates tickets fine.

What does NOT work is notifications going out from those newly created tickets to anyone at all. The person who sent the email, or assigned techs, nothing goes.

I can manually send email from the main admin account I set up for Kaseya to the same email address that was used for sending to the ticket system. The manual emails go through fine, but the ones generated from Kaseya ticketing do not go through.

I am baffled and have googled this plenty, and will continue, but if anyone has any clues I'd be very happy and likely save a lot of time and pain.

~ Tom

Email Reader in Ticketing Succeeds but doesn't work.

tommy.fr — Wed, 22 Jun 2011 01:06:45 GMT

Hi All,

Setting up the email reader. It connects to an Exchange Server account.

POP is enabled.

Telnet succeeds

Connect Now also succeeds.

But the 5 minute check-in always fails with:

06/21/2011 18:02:51 wodPop3 Error: Invalid login or password.

06/21/2011 18:02:51 0 Emails, 0 Tickets Added, 0 Tickets Updated

06/21/2011 18:02:51 KEmailReader Ends

I can access this account via my email client and see emails that have been sent to it.

Credentials have been checked and double-checked.

Exchange Server POP3 service restarted

Entire Exchange Server restarted.

Connect Now still succeeds every time, but not an actual check.

Baffled!

~ Tom

Ticket creation from Group Alarm Status page? Broken??

roba0665 — Sun, 29 May 2011 23:30:08 GMT

Just wondering if others are seeing this behaviour or if I am on my own...

It used to be that I could click on Create Ticket when viewing an alarm, and a ticket would be created, now it sits there at processing, and stays there...

E-mail Notification Based on Priority of Ticket?

longvl85 — Thu, 19 May 2011 15:23:34 GMT

I was wondering how I would set this up.Currently we have it setup this way:

New Ticket Submitted by user

If Status = Low, Normal, High
Then = Email Requester + Helpdesk Tech

If Status =Emergency
Then = Email Requester + Entire IT Department

How we are doing this is I basically modified the E-mail Template to include the priority in the subject line and then created a rule in outlook. That Forwards the e-mail to IT Department if it sees "Emergency" in subject line.

I don't really see how I would accomplish this with Kaseya..

Run procedure based on ticket creation

tkindree — Thu, 14 Apr 2011 14:29:59 GMT

Good day,

We have a client who is running a piece of hardware, not monitorable via SNMP, which will fire off an email when it encounters an error. The current process is to stop / start a series of services on a target managed system.

Is there anyway to automate this with Kaseya? There are other instances of things occurring that we would love to schedule a procedure on a target system(s), based on the information within a ticket (Simplest examples: Low disk space email = run icsweep, drive error email = run chkdsk automatically).

Thoughts?

Cannot see html report on zimbra webmail - a client error occured please try again.

saiful — Tue, 15 Mar 2011 04:10:51 GMT

Hello,

I cannot see html report on my zimbra webmail. it shows error. "a client error occured please try again." Any advise?

Migrate ticket to Service Desk

saiful — Tue, 15 Mar 2011 03:59:51 GMT

Hi all,

I test SD right now. Then i want to migrate a tix from ticketing to SD using ticketing > migrate. The problem is, once i sent tix to SD, then i cannot see all my previous ticket and all disappeared. Any experience before?

Email replies to tickets

Scott Nally — Thu, 10 Mar 2011 21:48:41 GMT

My company just started using Kaseya for ticketing, and right now we have hit a pretty big snag. When customers reply to emails generated within the ticketing system, there is no notification sent to the techs that an email has been received. Is there any way to email the tech assigned to a ticket whenever a client replies to an email?

User Assigned Ticket Fields.

sentrynetworks — Mon, 28 Feb 2011 19:04:26 GMT

I would like ym users to be able to change ticket priorty from the KLC session, launched from there Kaseya Tray icons. Currently, they can only edit ploblem type. I want them to be able to set priority as well. Kaseya Support keeps directing me to the access policy on the IT center.

I am aware of the access policy section, located in the IT center, but I can only change the paramaters based on user roles that log into the site, instead of being able to edit for machine users.

Im have looked everywhere. Any ideas?

Kaseya tciketing in a PURE Terminal Services environment

sentrynetworks — Thu, 24 Feb 2011 20:54:58 GMT

I am having trouble getting to the point where Ticketing is at least usable to my cleints. I am going to try and lay out my situation as clear as possible.

The office consists of a server farm, and 50-60 THIN CLIENTS that users login to terminal servers with. They have no individual dekstops, so the option of each computer having its own agent is out of the question. The only agents I deploy are on the terminal servers. This is fine as far as monitoring goes, but it causes problems for ticketing.

While logged in administratively, I can use the KaUsrTsk.exe with the -remote switch to get the tray icon to appear. When i double click on the tray icon, I am brought to the Live connect screen. I can at least CREATE tickets (though the fields are greyed out, such as priority, assignee, etc) here, so it works to some degree but only for me.

When I try and run the "KaUsrTsk.exe -remote" as a standard user, no tray icon appears. If they don't have a tray icon, they cannot the website that gets them to the area to create tickets. Id this was possible, I could at least get them up and running, and worry about the greyed out fields after that. But, as I stated, I cannot get users to see the tray icon, which is MANDITORY for this particular setup.

The alternative I was going to try was simply putting a shortcut to the website on their desktop, and create a login for each user. However, I run out of logins. It says I can only create 10 users. Also, I would much rather have them see a more simplistic view of the ticket creation module, such as the one in Live Connect.

So as it stands, to me, Kaseya seems to be completely imcompatible with pure terminal services environments such as mine. I find this hard to believe, and hope someone can point me in the right direction. In summary, I need users to be able to create tickets, and be able to edit said tickets with assignee, priorty etc as well as some custom feilds.

Thoughts?

email to ticket

handyman — Fri, 18 Feb 2011 14:38:39 GMT

Within our company we have an email addres for the kaseya Service desk

How do we configure that Kaseya automatically creates a ticket after receiving a specific email in our mailbox from our service desk

Notification not generated for past due tickets

InLightOf — Mon, 07 Feb 2011 14:58:34 GMT

Greetings,

A few months ago our system failed to send notifications for past due tickets. All other email functions of ticketing work fine such as new ticket notification and assignee changes. So far I've recreated all the SLA's, cleared out the SMTP queues, restarted everything... no dice. I'd appreciate any suggestions someone might have to remedy the issue. This particular system is on Kaseya Enterprise Edition : 2008 (SP1) - 5.1.0.0

Thanks!

Jason

Timer

bvsoest — Fri, 04 Feb 2011 10:22:23 GMT

Dear LS,

Now we got that awsome timer in Kaseya 6.1.

Can you also link this to a ticket? Like now i'm busy for 5 minutes -> stop it. (saved in ticked)

I start alter on the day to continue the ticket -> 10 more minutes -> stop it (saved in the ticked as 15 minutes)

Is there also an option to change the "Task Name"?

Is there any detailed documentation about this timer?

Kind Regards,

Berry Kloes

Can restricted user assign tickets to users outside his role?

nickb — Mon, 31 Jan 2011 18:06:04 GMT

We have a role for customers so they can login and create/modify tickets and use remote control. Some customers would like to assign tickets to their regular technician rather than leaving the ticket unassigned. Currently the customer can only see other customers (member of same role) in the assignee drop down list in the ticket. Is there a way to allow the customer to see other users in that list that are outside his role?