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Update ticket summaries or auto-close tickets.

Derek Tietze

Currently the connectwise ticketing integration doesn't seem to have any benefits over using an email to create a ticket. it actually seems worse. Summary and initial description can't be altered and the ticket doesn't update when the issue is cleared. Overall, the integration doesn't have any strong case for its use. It's too bad, since for a large MSP something like this is really needed to help cut through the noise of alerts that resolve themselves before an engineer gets involved. Needs significant work.

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  • 0

    Hi Derek,

    Regarding the inability to update the Summary and Initial description, is this something unique for the tickets that synced from Sophos or do you see this happening for tickets that sync from other products as well ?

    When our Engineering tried to reproduce this issue they were not able to - they were able to edit both the summary and the initial description fields in Manage.

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  • 0

    Hi Derek,

    Regarding the inability to update the Summary and Initial description, is this something unique for the tickets that synced from Sophos or do you see this happening for tickets that sync from other products as well ?

    When our Engineering tried to reproduce this issue they were not able to - they were able to edit both the summary and the initial description fields in Manage.

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  • 0 in reply to Liviu Rozin

    This is referencing the inability to alter the format of the Summary that Sophos sends. Not the ability to edit the summary/description for the individual ticket in CW. We rely on the summary format to parse tickets in CW and the summaries that this integration sends are vastly different than the Email alert summary format, leaving out critical details we use for ticket parsing. It would be great if we were able to change the summary format at the integration level using some sort of token system.

    tokenized summary format example:
    {Severity} {Category} Alert for {Company}

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