Managing tickets - Legacy UI
Security and navigation
SECURITY Refer to ACCOUNT > Support and SITES > Support in Security Level Details - Permissions
NAVIGATION Legacy UI > Account > Support
NAVIGATION Legacy UI > Sites > select a site > Support
NAVIGATION Legacy UI > Sites > select a site > Devices > select a device > Support
New UI instructions
Refer to Creating a ticket.
Tickets are managed on the Support tab at the account, site or device level, using both the Datto RMM standalone ticketing and the integrated ticketing with Autotask.
NOTE If you have the ConnectWise integration enabled, the Support tab is disabled. Refer to Round-trip ticketing.
- On the Account > Support tab, you have access to all tickets in your Datto RMM account.
- On the Sites > Support tab, you have access to all tickets for the selected site.
- On the Device > Support tab, you have access to all tickets associated with the selected device.
The list features on these three pages are identical.
The Support tab
Views
Standalone ticketing
The Open Tickets, All Tickets, and My Tickets radio buttons allow you to filter the tickets.
| Radio button | Description |
|---|---|
| Open Tickets | This selection will display tickets where the status is something other than Closed. This is the default view. |
| All Tickets | This selection will display all tickets that have ever been created, regardless of status. |
| My tickets | This selection shows all tickets assigned to the logged-in user. |
Integrated ticketing with Autotask
By default, you will see all tickets. However, you can narrow the list by clicking the Show tickets created field and selecting one of the listed options or by entering a specific date range.
You can also filter tickets by selecting one or more options from the following drop-down menus:
| Drop-Down Menu | Description |
|---|---|
| Queue | Select any or all the queues. The drop-down menu lists all active queues as configured in Autotask. |
| Status | Select any or all the statuses. The drop-down menu lists all active statuses as configured in Autotask. |
| Priority | Select any or all the priorities. The drop-down menu lists all active priorities as configured in Autotask. |
| Assigned To | Select any or all the resources. The drop-down menu lists all active resources as configured in Autotask. |
NOTE The query displays tickets for a maximum of 100 sites within the past 30 days. Tickets older than 30 days will not be displayed regardless of ticket status.
Actions icons
Standalone ticketing
| Icon | Name | Description |
|---|---|---|
|
Update status of selected tickets | Allows you to update the status of multiple selected tickets. |
|
Refresh | Refreshes the current view. |
| Auto-refresh is on/off | By default, auto-refresh is set to ON. Auto-refresh only happens when an action occurs to trigger it. It does not refresh at set time intervals. Click to switch it on or off. |
Integrated ticketing with Autotask
| Icon | Name | Description |
|---|---|---|
|
|
Refresh | Refreshes the current view. |
| Auto-refresh is on/off | By default, auto-refresh is set to OFF. Auto-refresh only happens when an action occurs to trigger it. It does not refresh at set time intervals. Click to switch it on or off. | |
| Save | Once you have selected the required Queues, Statuses, Priorities, and Assigned Resources, click Save to update the results. |
Column Descriptions
Standalone ticketing
| Field | Description |
|---|---|
| Selection check box | Check to select one or multiple tickets. The check box is used in conjunction with the pencil icon to update the status of the tickets. |
| Number | The ticket number. You can click the column header to sort by ticket number. Click the hyperlinked ticket number to edit the ticket. |
| Site | The site the ticket is associated with. |
| Created by | Displays the device name for which the ticket was created, or the user who created the ticket in the Web Portal. You can click the device name to open the device. |
| Ticket Title | The title of the ticket. You can click the column header to sort by ticket title. |
| Description | The ticket description. You can click the column header to sort by ticket description. |
| Priority | The ticket priority between 1 and 5. You can click the column header to sort by priority. The priority legend is as follows: • Critical - Priority 1 • High - Priority 2 • Moderate - Priority 3 • Low - Priority 4 • Information - Priority 5 |
| Status | Indicates the progress that has been made on the ticket. Options are New, In Progress, Waiting and Closed. You can click the column header to sort by status. |
| Create Date | Date, time, and time zone when the ticket was created. You can click the column header to sort by date. |
| Assigned to | The user responsible for resolving the ticket. |
| Synced | Indicates if the ticket has been synced with a PSA integration. |
Integrated ticketing with Autotask
| Field | Description |
|---|---|
| Site | The site the ticket is associated with. |
| Ticket Number | The ticket number. You can click the column header to sort by ticket number. Click the hyperlinked ticket number to edit the ticket. |
| Title | The title of the ticket. You can click the column header to sort by ticket title. |
| Created By | The name of the user who created the ticket. If the ticket was raised through a monitor, the user who created the monitor is listed as the creator. |
| Queue | The queue where the ticket got assigned. You can click the column header to sort by queue. |
| Issue | The ticket issue type. You can click the column header to sort by issue type. |
| Sub-Issue | The ticket sub-issue type. You can click the column header to sort by sub-issue type. |
| Status | The ticket status. Both open and completed tickets are listed by default. You can click the column header to sort by status. |
| Priority | The ticket priority between Critical and Low. You can click the column header to sort by priority. The priority legend is as follows: • Critical - Priority 1 • High - Priority 2 • Moderate - Priority 3 • Low - Priority 4 • Information - Priority 5 |
| Created | Date, time, and time zone when the ticket was created. You can click the column header to sort by date. |
| Assigned To | The primary resource responsible for resolving the ticket. |
