PSA Tickets

Modified on Thu, Jan 29 at 3:37 PM

You can find this module at the Global level only.

This screen is designed to bring all the PSA Ticket-related data into a single table for easy filtering, reporting, and sorting options. Ticket data can also be viewed from the Assets > Solutions and Problem views across various screens.

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Table of Contents
PSA Tickets - Details
Ticket Behavior FAQs
PSA Tickets - Toolbar Options
- Alerts
- Info
- Help Link
- Layout Settings
Get Support

PSA Tickets - Details

Access the PSA Tickets from the Settings category.

Use the default companies filter to select from All Companies, a single company, or a group.

Get a view into the Open vs Closed status relationship and a direct link to the Ticket ID.

The Ticket ID link will display the ticket details.

Check out the filter options for additional capabilities.

Ticket Behavior FAQs

What happens when a ticket is closed in the PSA?
Once a ticket is closed in the PSA, it remains closed. ConnectSecure will not reopen it. If a new instance of the issue is detected, ConnectSecure will create a new ticket.

What if the ticket is moved to another board/queue in the PSA?
If a ticket is moved to a different board, queue, or workflow area inside the PSA, it will no longer sync with ConnectSecure.
Syncing only occurs on the board or queue that the integration is configured to use.

Will a ticket reopen if the problem persists?
No. ConnectSecure does not reopen closed tickets.
If the issue continues or reappears, ConnectSecure generates a new ticket based on the new event.

What if I use a different closure status in the PSA?
ConnectSecure follows the closure status mapping defined in your PSA integration settings.
If a status is marked as final, the ticket will remain closed and will not reopen.

Automatic Ticket Closure
Tickets will only close automatically when the corresponding event in ConnectSecure is either suppressed or remediated.

Important Note About Sync Behavior
Manually closing a ticket in the PSA does not update or close the associated events in ConnectSecure.
Events are managed inside ConnectSecure, and tickets are generated based on those events.
Because of this, closing a ticket in the PSA does not change the event status in ConnectSecure.

Unconfirmed Vulnerability Tickets

Tickets created for unconfirmed vulnerabilities must be closed manually after the issue is remediated.

PSA Tickets - Toolbar Options

Alerts

View our timeline style of System Events captured for each company. You can set an optional date filter range to target a specific date range of events.

Info

Tap here to view your V4 Getting Started Info.

https://cybercns.atlassian.net/wiki/x/MIDKfw

Help Link

Click to access the related documentation page; this link is functional on all screens and will take you to the appropriate documentation page.

Layout Settings

Here, you can change the UI look and feel using various options, including the Theme for color, the Scheme for dark and light mode, the Layout for toolbar and module positions, and the toggle to set the table view default.

I prefer the Teal color, Light mode, and Classic layout with an asset table view.