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Monitoring Alerts stay stuck in processing while creating a ticket

Problem:

You have set up Monitoring Alerts to Flow into Service Desk as Tickets but in monitor>alarm summary you see that alerts are stuck at processing

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Cause:

It is most likely that you have email reader enabled in core ticketing module as well

 

Resolution:

1. Please make sure that the configuration to set up monitoring alerts to flow into service desk has been set up properly as per this below KB article

     https://helpdesk.kaseya.com/entries/36190878-How-To-Setup-Monitoring-Alerts-to-Flow-into-Service-Desk-as-Tickets

2. Please make sure you have disabled email reader in Ticketing>Email Reader>Disabled Email Reader

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3. Please test again with a new alarm

If these steps do not help, please raise a ticket with KaseyaSupport and please mention this KB article as a reference for steps already tried

NOTE:

Now if core ticketing system is your primary ticketing system, then please ensure service desk is disabled from service desk>common configuration>edit>uncheck Activate Service Desk. Please also ensure that email reader is disabled in service desk from service desk>common configuration>incoming alarms and email settings>disable

 

 

 

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