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Tickets: Integration Ticket History

Overview​

The Tickets page lists every ticket Spotto created in Jira, Autotask, Halo or ConnectWise, with its current status. Find it under Tasks -> Review -> Tickets.

Spotto Tickets page showing ticket list with providers, statuses, and links to ticket details

What you can do​

  • Show tickets from the last 7, 30, 90 or 180 days. The default is 30 days.
  • See each ticket's ID, title, resource, subscription, status and creation time.
  • Open the ticket in your tool from its ID, or open the related item in Spotto with Open resource.
  • Click a row for details: provider, who shared it, the share message, and the score, impact, risk and effort.

How tickets get here​

A ticket is listed when someone shares a recommendation or a Kanban board card to the company's ticketing tool.

Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.

Tickets created directly in your tool, and email shares, are not listed. To set up a tool, see Jira, Halo, ConnectWise or Autotask.

Troubleshooting​

I don't see any tickets​

Likely causes: nothing was shared to a ticketing tool in the selected date range, you're in the wrong company, or the item was shared by email.

How to fix:

  1. Widen the date range.
  2. Confirm you're in the right company.
  3. Share a test recommendation to a ticketing tool.

Status shows Unknown or Error​

Likely causes:

  • The tool doesn't report a category for that status.
  • Spotto couldn't reach the tool with the stored credentials.
  • A Halo or ConnectWise ticket was created with the parent company's credentials, and you don't have view access to the parent's PSA Integration.

How to fix:

  1. Check the credentials in Connectors -> PSA Integration.
  2. Retry later if the tool is having an outage.
  3. For parent-credential tickets, ask a parent-company admin for view access to its PSA Integration.