Automated tickets default (ConnectWise) resolution

On page 15 of the Application Note: integration ConnectWise Service ticket with the portal of OnPlus Cisco it says:

"ConnectWise tickets service office that are created by means of notification delivery

rules based on the device monitors are automatically resolved in

ConnectWise when the monitor of the device generates an event for later retrieval.

This feature applies to all monitors of the unit except IP address change and the Wan

" Performance."

Everything is configured according to the documentation.  OnPlus generates tickets properly in ConnectWise for good company id.  So, it seems that all the communication works.  However, this morning at 02:33 and 02:35 central, I received a Service DNS event.  A ticket created quickly in my system of ConnectWise on site.  02:38 central, the DNS Service hit recovery, according to OnPlus.  However, the ticket is still open in ConnectWise.  OnPlus attempts to change the status of the ticket to a situation potentially have no installation, or is there somewhere in OnPlus I can tell what status it must change the tickets when they are resolved?

Shawn - Thanks again for your help and your time today.

All - I posted a document to set up Automated Ticket resolution in Connectwise, located here:

https://supportforums.Cisco.com/docs/doc-26086

Tags: Cisco Support

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