Ticketing

Owned by Michael Priest
Last updated: Oct 17, 2017

To Access the Global Settings open the Dashboard and Navigate Config -> Integration -> Ninite Solution -> Ticketing

To access these settings you must be logged in with a user that has System Config or Super Admin rights.

These settings controls how tickets are Created and Managed by Ninite Solution, this tab is only visible when the Enable Ticketing option is enabled on the Options tab.

 

OptionValueDescription
Enable TicketingON / OFF

Default : Off
Enable tickets to be created during the application maintenance recording actions performed.

Ticket Summary

Text

Default : Ninite Maintenance on %clientname%\%computername%
Control the Summary Text of tickets created by Ninite Solution.

Create Body Message

Text

Default : Starting Ninite Application Maintenance.
Control the Text added to the tickets created by Ninite Solution upon starting Application Maintenance

Resolve Body Message

TextDefault : Finished Ninite Application Maintenance.
Control the Text added to the tickets created by Ninite Solution upon finishing Application Maintenance

Ticket User

SelectionDefault : Admin
Default User to associate with Tickets created by Ninite Solution. This username must match the spelling
of the corresponding PSA member for time to be posted correctly.

Ticket Category

Selection

Default : Monitor Alerts
Controls the Ticket Category which is associated with tickets created by Ninite Solution, this setting can assist with
controlling the flow of tickets through to your PSA using Category Mappings. 

Create Ticket

Selection

Default : at Start
Specifies at what stage of the Maintenance Script the ticket is created.

Enable Ticket TimeSelectionDefault : Disabled
When enabled Ninite Solution will post time to tickets that it creates. Select your preferred method from the drop down list

Ticket Creation Options

OptionDescription

at Start

Ticket will be created at the start of the application maintenance process and updated as any actions are performed

  • Applications that do not require any updates will be logged to the Ticket
  • A ticket is created every time the script runs per individual computer
on Action

Ticket will be created when the first Update, Install, Uninstall or Error is encountered

  • Ticket will only be created if actions (Update, Install, Uninstall) are performed
  • Applications that do not require updates will not be logged to the ticket
  • Actions that are skipped due to the application being in use will be logged to the ticket
  • Actions that fail will be logged to the ticket
on Error

Ticket will be created when an error is encountered

Ticket Time Options

OptionDescription

Disabled

This mode will disable time entries from being added to tickets created by Ninite Solution
Actual Execution TimeThis mode will will insert a single time entry to tickets created by Ninite Solution upon completion this entry will represent how long the script execution took.
Per Script Execution and ActionThis mode will insert a pre-determined amount of time for any action performed by Ninite Solution as well as well as a time entry for the script execution
Per Script ExecutionThis mode will insert a pre-determined amount of time per script execution
Per ActionThis mode will insert a pre-determined amount of time for any action performed by Ninite Solution

 

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