Watchman Monitoring suggestions
There are several things we would like to see in the Watchman Monitoring integration.
1) Once a ticket has been created from the notice in the "Current Alerts" window for a WM notice we would like that alerts to be closed so we can manage it form the ticket only and not have to see it in two places. It is confusing, and when more then one person works on it they have to take several extra steps to figure out what’s been done.
2) We would like to be able to map computers to single Machines/users not just groups. 300 groups of one are point less.
3) We need to be able to make tickets from Alerts even if they are not mapped.
4) We would like all the web quick links for things like “quick mute” available in the alert view. Much like was available in ZenDesk.As well as all the private notes that where available in ZenDesk.
The biggest thing here is not having to see the Alerts in the "Current Alerts" window and a ticket, once that ticket is created we would like the Alerts to close.
5) we would like to be able to customize the names in these windows to our terminology. So be able to change the text "Current Alerts" and the button that says "watchman Monitoring Alerts" so it matches our workflow, we don't use these terms and neither do most other shops that have WM, we all have our own names for this service. Allen has done a great job of setting up custom branding for WM and we would like to see that carry though to RSr.
I’m going to mark this as complete as we’ve done the main upgrades we intended to in this phase.
Feel free to open up a new idea with remaining ideas!
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Tim Nyberg commented
After we have created a ticket from one of the WM notices, and subsequently mark it as "Resolved" these notices are not going away?
Once resolved those notices need/should to go away, as you said this is part of a bigger system but it would be a lot better if once the ticket was created in the first place these would just go away to reduce confusion and duplication of work efforts.
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Tim Nyberg commented
Hi Troy, I don't understand how #2 is working? I went to assets and I don't seen any links to WM to connect a system? It looks like 11 fields we have to manually cut and paste data to? Is that Right?
If I'm missing something let me know..it would be great if this works. But if we need to cut and paste info from WM to RSr for 11 fields in over 300 systems that won't happen...LOL a link here to "suck in" the WM data would really make this more usable if possible.
#1 wold be really great....but I understand it may take more work...we are just looking for ways to make things go easy enough that it actually gets done…when there are to many steps people tend to just not do them at all. Similar idea with #1…people getting confused by seeing the data in two places.
Thanks for the work on this..
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rick commented
Excellent suggestions. If we are going to get alerts, we'd also like to see more detail. Now, it comes in and says a computer is having X issue in a group. Pointless. If it is going to come in, the computer, and more ideally, the computer and the user should be part of the message. WM has a great amount of detail, that simply does not get to the account or asset.
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Tim Nyberg commented
Another thing I noticed in the dash board. If a ticket has been created we don't want to see an RMM notice in the dashboard and the ticket.
I think any notice in the Dash board should only be for Alerts that haven't yet been turned into a ticket. Again all these extra flashing "duplicate" boxes just create confusion. We only want to see a ticket in one place, the ticket.
Thanks