PRTG Manual: Tickets

PRTG includes its own ticket system. With tickets, you can manage and maintain various issues that may occur while monitoring a network. A ticket in PRTG contains information about recent events in your PRTG installation that 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 the Auto-Discovery has finished, and PRTG users can create tickets for every kind of issue as well. In addition, you can set up notifications that open a ticket when something uncommon occurs in your network. The task's lifecycle starts when a ticket is created. The PRTG users who are responsible 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 take a corresponding action. This way, you always keep an overview about each task and its history in your PRTG installation.

PRTG can also send an email to you whenever a ticket is assigned to you or if one of your tickets has been changed. See section Tickets as Emails for details and how to turn off emails about tickets.

List of Tickets

List of Tickets

icon-i-roundExcept for the PRTG Administrators group, you can turn off the tickets system for particular user groups under Setup | System Administration | User Groups. The users in the admin group do not receive new ToDo tickets (and notifications about changes) by default, only the PRTG System Administrator user does. You cannot change this behavior. However, you can turn off ticket emails for every user account.

Types of Tickets

New tickets are created in the following cases:

  • New devices or sensors have been created by the auto-discovery process.
    icon-i-roundIn the corresponding ticket, only the device templates that PRTG used to create sensors are listed.
  • A new probe has connected to the core and must be acknowledged.
  • A new cluster node has connected 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 is running out of disk space, for licensing issues, or when an error occurs.
  • A notification opened a ticket if set in the notification settings.
  • A user opened a ticket.

All in all, there are three types of tickets:

TYPE

Description

User Tickets

User tickets are created by PRTG users, for example, to assign monitoring-related tasks to a particular PRTG user account (or user group).

ToDo Tickets

ToDo tickets are created by PRTG to show important system information and inform you about specific system events. They are assigned to the default PRTG Administrators user group. You cannot change the user group to which PRTG assigns ToDo tickets and you cannot turn off ToDo tickets. As member of the PRTG Administrators user group, the PRTG System Administrator user is always notified when a ticket of this type is created.
icon-i-roundThe Related Object of ToDo tickets is System.

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:

Symbol

State

Description

ticket_open_symbol

Open

New tickets are open as long as the corresponding issue as described in the ticket exists.

ticket_resolved_symbol

Resolved

The issue as described in the ticket does not persist any longer. Someone took care of it.

ticket_closed_symbol

Closed

Usually, the ticket was resolved before, the solution to the issue was reviewed for correctness, and the ticket does not require any other action.

Tickets (Main Menu)

icon-i-roundThis option is only shown in the main menu bar if the user group of the current user is allowed to use the ticket system. You can turn off tickets for particular user groups under Setup | System Administration | User Groups. Users with read-only rights are always excluded from the ticket system and cannot see the Tickets option in the main menu bar.

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

OPTION

Description

My Tickets

Click to show all open tickets that are assigned to you. Hover over My Tickets to show other menu items for filtering these tickets depending on their status: Open, Resolved, Closed, or All.

All Tickets

Click to show all open tickets of all PRTG users. Hover over All Tickets to show other menu items for filtering these tickets depending on their status: Open, Resolved, Closed, or All.

ToDo Tickets

Click to show all open tickets of the type ToDo. Hover over ToDo Tickets to show other menu items for filtering these tickets depending on their status: Open, Resolved, Closed, or All.

 

Click Open to show all open ToDo tickets. Hover over Open to show other menu items for filtering these tickets depending on their event type: All, Report Related, Auto-Discovery Related, Probe Related, System Errors, or New Software Version.

Add Ticket

From the main menu bar, select Tickets | Add Ticket, or hover over plus_button and click Add Ticket. This opens the Add Ticket dialog.

In step 1, select the object that the new ticket is related to via the Object Selector. Click OK.
icon-i-roundYou can leave this step out 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 OK to create a User Ticket:

    • Subject: Enter a meaningful title for the ticket that indicates the topic of the issue.
    • Assigned to: From the dropdown list, select a user (or user group) who is responsible for this issue.
    • Priority: Define a priority from one to five stars.
    • Comments: Enter a text message. This message should describe the issue in detail.

After opening a new user ticket, a corresponding list of tickets appears. In this table list, you can sort the items by using the respective options. Additionally, there are several search options available using the filter directly above the table:

OPTION

Description

Status

all, open, resolved, closed

Type

Tickets, User Tickets, ToDo Tickets, Notification Tickets

Assigned To

Show only tickets that are assigned to a specific user or user group. There are the following options:

    • anyone: No user filter is applied, so all tickets on this PRTG server are shown.
    • me: Show tickets that are assigned to you (the user who is currently logged in).
    • Groups: Show tickets that are assigned to a specific user group. The displayed groups are specific to your setup.
    • Users: Show tickets that are assigned to a specific user. The displayed users are specific to your setup.
    • Disallowed: Display users or user groups that do not have access rights to the selected object. This is for your information only. You cannot select disallowed users or user groups.

Related To

Specify the relationship to a monitoring object. Select groups, probes, devices, or sensors with the Object Selector.
icon-i-roundToDo tickets are related to System.

Changed Between

Define a time span to view tickets by their last edit. Use the date time picker to enter the date and time.

Click the subject of a ticket to open the ticket's detail page. There you can find all related information and take 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.
icon-i-roundOnly members of user groups that have the corresponding access rights can view and edit tickets that are related to a certain monitoring object.

The following actions are available when viewing the tickets list or a specific ticket:

Action

Description

Edit

Open a dialog where you can change the subject and the priority of the ticket, as well as assign the ticket to another user. Furthermore, you can add a text message to this ticket. Confirm your changes by clicking OK.

Assign

Open a dialog where you can give the ticket to another user. Select a user (or user group) via the dropdown menu. Furthermore, you can add a text message to this ticket. Confirm your assignment by clicking OK.

Resolve

Open a dialog where you can resolve the ticket by clicking OK. The status resolved indicates that the issue as described in this ticket does not persist anymore. Furthermore, you can add a text message to this ticket that indicates, for example, what has been done regarding the issue.

Close

Open a dialog where you can close the ticket by clicking OK. Usually, this ticket was resolved before and the correct solution of the issue was reviewed. Furthermore, you can add a text message to this ticket.

Reopen

Open a dialog where you can reopen a ticket after it was 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 that indicates, for example, why you have opened the ticket again. Confirm by clicking OK.

Tickets as Emails

You can receive all tickets that are assigned to you or to your user group as emails. You are also notified via email each time this ticket is edited. This way, you are always informed about new notifications (if set), important system information (if you are a PRTG System Administrator user), or the communication between other PRTG users. You can turn off the setting Email Notifications under Setup | System Administration | User Accounts. If you disable emails for tickets for a user account, this particular user does not receive any ticket emails anymore.

icon-i-roundIf you defined to get tickets as emails and you are a PRTG System Administrator, you receive emails for ToDo tickets as well, although ToDo tickets are usually opened by the PRTG System Administrator.

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