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 when reviewing these Alarms in Monitoring > Alarm Summary you see that alerts are stuck at processing

Microsoft_Office_2010_20150121_13-11-21.jpg

 

Cause: This can occur for two reasons:

  1. You have the Email Reader in Ticketing Enabled
  2. The Alarm Mapping procedure assigned to the Service Desk is Faulty

 

Resolution:

APAC_VSA_R8_20150121_13-05-48.jpg

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

 

Applies to 

Kaseya Service Desk

 

 

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