Auto Close PSA ticket | Voters

Auto Close PSA ticket

complete

Jancarlos Reyes

Allow Huntress API to complete a ticket once remediation is complete and include ticket notes with logs and info.

January 28, 2021

Eric Henry

Merged in a post:

Ticket Update - Remediation

Elbert'la Steuber'la

So we use a few tools that talk with Autotask, one of them being AutoElevate that we spoke about and one of the big things we have setup is the logging and reporting back to Autotask.
What this looks like is our tech team completes the action of an approve or a deny in the auto elevate platform is it talks back to Autotask to update who made the action since linked techs and then also puts in a time entry and closes out the ticket.
This way we have bi-directional communication and not having to have a tech complete the remediation in one platform and then having to open Autotask to then put in notes on what the software did that they approved.

September 15, 2024

James Mason | PMM @ Huntress

marked this post as

complete

James Mason | PMM @ Huntress

Thank you for the feedback and following along with this everyone, this has now shipped and is able to be enabled within your Huntress environments - here is the update on it - https://huntress.canny.io/changelog/auto-update-psa-status

John Sandstedt

James Mason | PMM @ Huntress While this is great and all, why can't closing the ticket in our PSA resolve the alert in Huntress? At least for us, that is the issue we face. Alerts remain un-remediated in Huntress because we've resolved the ticket in our ticketing system. We are not working out of Huntress the majority of the time, we are working out of our ticketing system.

James Mason | PMM @ Huntress

John Sandstedt: thanks for the response here, we have this on our roadmap to implement - this would be the post to upvote for that - https://feedback.huntress.com/soc-incident-signals/p/closing-a-psa-ticket-resolves-an-incident

Dean Guo

marked this post as

planned

Scott Thomson

Would love to see this. In particular, I'd like to see specific ticket updates when remediations are approved -and- when the platform sees them as resolved.

Tim Perreault

This would be extremely helpful.

Matthew Buehlmann

Not a must have, but the ability to add unique "remediation action notes" to tickets directly from Huntress console would also be a really cool add on. I've had instances with other MDR tools where I perform all actions in console and the ticket closes, but needed to log additional notes of manual actions performed/findings.

Joe Turso

This would be amazing!! Can we upvote???

Robert May

I would have expected this. Until I saw 78 unclosed tickets on my boards!

Travis Taylor

This would be great!

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