PRTG Manual: Tickets

PRTG Network Monitor includes its own ticket system. With tickets you can manage and maintain various issues which may appear while monitoring a network. A ticket in PRTG contains information about recent events in your PRTG installation which need a closer look by the administrator or another responsible person. You can see each ticket as a task for a particular PRTG user.

Each monitoring related task has a lifecycle in the ticket system. PRTG itself can create tickets, for example, when Auto-Discovery has finished, as well as PRTG users can create tickets for every kind of issue. In addition, you can set up notifications which open a ticket when something uncommon occurs in your network. The task gets alive when a ticket is created. Responsible PRTG users then take care of this issue. Once the issue has been resolved, the ticket can be closed and the lifecycle of the task ends.

Every ticket has a unique ID, a priority, and a status, and you can take several actions on each ticket. You should view every ticket and conduct a corresponding action. This way, you always keep an overview about each task and its history in your PRTG installation.

List of Tickets

List of Tickets

Types of Tickets

New tickets are created in the following cases:

  • A new device or sensor has been created by the auto-discovery process and should be acknowledged by the user.
  • A new probe connects to the core and must be acknowledged.
  • A new cluster node connects to the cluster and must be acknowledged.
  • A new version of the software is available.
  • A new report is ready for review.
  • In a few other situations, such as when the system runs out of disk space, for licensing issues, when an error occurred, etc.
  • A notification opened a ticket if set in the notification settings.
  • A user opened a ticket.

Overall, there are three types of tickets:

  • User Tickets: Tickets created by PRTG users, for example, to assign monitoring related tasks to a particular PRTG user (or user group)
  • ToDo Tickets: Tickets created by PRTG to show important system information and in case of specific system events
  • Notification Tickets: Tickets created via Notifications in case of monitoring alerts

States of Tickets

Tickets can have three different states depending on the working process regarding the corresponding issue:

  • Open: New tickets will be open as long as the corresponding issue exists as described in the ticket.
  • Resolved: The issue as described in the ticket does not persist any longer. Someone took care of it.
  • Closed: Usually, the ticket has been resolved before, the solution to the issue has been checked for correctness, and the ticket does not require any other action.

Tickets (Main Menu)

You have several options to display a list of tickets which is filtered to your needs. In the main menu bar, hover on Tickets to show all available filter options or click directly to show all tickets assigned to the current user. You can also create a new ticket via the main menu. Available options are:

  • My Tickets
    Click to show all open tickets which are assigned to the current user. Hover to show other menu items for filtering these tickets depending on their status:
    • Open
    • Resolved
    • Closed
    • All
  • All Tickets
    Click to show all open tickets of all PRTG users. Hover to show other menu items for filtering these tickets depending on their status:
    • Open
    • Resolved
    • Closed
    • All
  • ToDo Tickets
    Click to show all open tickets from the type ToDo. Hover to show other menu items for filtering these tickets depending on their status:
    • Open
      Click to show all open ToDo tickets. Hover to show other menu items for filtering these tickets depending on their event type:
      • Report Related
      • Auto-Discovery Related
      • Probe Related
      • System Errors
      • New Software Version
    • Resolved
    • Closed
    • All
  • Open Ticket
    This will open the New Ticket dialog. In the first step, select the object on which you want to focus in the ticket via the Object Selector. Click on Continue. Note: You can leave out this step when using the context menu of this object in the device tree to open the ticket.
     
    In step 2, provide the following information and confirm by clicking on Save to create a User Ticket:
    • Subject: Enter a meaningful title for the ticket which indicates the topic of the issue.
    • Assigned to: Select a user (or user group) who will be responsible for this issue from the drop down list.
    • Priority: Define a priority from one to five stars.
    • Comments: Enter a text message. This message should describe the issue in detail.

After selecting the desired filter or opening a new user ticket, a corresponding list of tickets will appear. In this table list, you can filter the items by using the respective options. Additionally, you have several other filter options. You can filter by ticket status (all, open, resolved, closed), ticket type (User, ToDo, Notification), concerned user(s) (no user filter with anyone; tickets assigned to you with me; filters for specific Groups and specific Users; users who have not the rights to view tickets are displayed under Disallowed for your information), and the monitoring object the ticket is related to.

Click on the subject of a ticket to open the ticket's detail page. There you can find all related information, as well as you can conduct several actions.

An Open ToDo Ticket with Instructions

An Open ToDo Ticket with Instructions

Actions

For best experience with PRTG, check every ticket and select appropriate actions. The following actions are available when viewing the tickets list or a specific ticket:

  • Edit: Opens a dialog where you can change the subject and the priority of the ticket, as well as you can assign the ticket to another user. Furthermore, you can add a text message to this ticket. Confirm your changes by clicking on Save.
  • Assign: Opens a dialog in which you can give the ticket to another user. Select a user (or user group) via the drop down menu. Furthermore, you can add a text message to this ticket. Confirm your assignment by clicking on Save.
  • Resolve: Opens a dialog where you can resolve the ticket by clicking on Save. The status resolved indicates that the issue as described in this ticket does not persist. Furthermore, you can add a text message to this ticket which indicates, for example, what has been done concerning the issue.
  • Close: Opens a dialog where you can close the ticket by clicking on Save. Usually, this ticket has been resolved before and the correct solution of the issue has been checked. Furthermore, you can add a text message to this ticket.
  • Reopen: Opens a dialog where you can reopen a ticket after it has been resolved or closed. Do so, for example, if the solution of the issue turned out to be incorrect. Furthermore, you can add a text message to this ticket which indicates, for example, why you have opened the ticket again. Confirm reopening and assignment by clicking on Save.

 

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