Ticket Issue Types (in progress)
List of Ticket Issues:Sub-Issues and Their Uses:
Routine Maintenance - No Issue:Scheduled Backup Check - workstation Used for recurring workstation backup check tickets. (Data backups - not the image backups we schedule to run monthly and don't check.)
Routine Maintenance - No Issue:Scheduled Backup Check - Server
Routine Maintenance - No Issue:: Scheduled Backup Check - NAS
Routine Maintenance - No Issue:: Scheduled Backup Check - Datto Datto BCDR verification is generally scheduled quarterly.
Server: Backup Used by Datto BCDR to create backup report tickets. Does not indicate a problem with the backup. These are routine.
Privilege Management Related to AutoElevate and AdminByRequest. Can be used for manual requests too. (Choose the appropriate sub-issue.)
Device or Service Change (RMM ONLY) : For adding or removing a workstation or setting up a new profile on an existing workstation (Sub-issues: Additional Workstation; Workstation - Removal; Workstation - User Swap, respectively).
If a device is inactive (not on RMM) and we bring it
back into RMM, then the ticket
sub-issue should Workstation - Additional because it is being added to the contract as an additional device.
Alert/Notification: For alerts we receive including the following sub-issues:
- EDR
- Todyl SASE (This sub issue is used in the Todyl ThinkAuto DNS Alert trigger, so if the sub-issue name is ever changed, it must be changed in the trigger email action as well.)
- Backup
- etc.
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