Creating tickets

The MSP wants to see tickets created in PSA for the mapped alerts.

Preconditions

• The MSP has enabled the CyberApp.

• Completed alert mapping scenario successfully.

• Ticketing is enabled.

• Alerts mapped to tickets.

Basic flow

The CyberApp gets ticket types, categories, statuses, priorities and agents. The MSP defines which alert type tickets should be created for, then sets type, category, status, priority, and agent for each.

Post conditions

If the tickets feature is:

• enabled and a mapped alert is raised for the mapped customer tenant in Acronis

  A linked ticket is generated in PSA and for the respective customer account.
• disabled

  Tickets will not be generated.

API endpoints

None.