Skip to main content

Unsynced Tickets

Summary​

The purpose of the script is to send an email with information about all the tickets that failed to sync with PSA in the past X hours. X is the number of hours set for the Global Parameter Threshold.

Requirements:

  1. Ticket Sync should be enabled in the CW Manage Plugin.
  2. The System Property 'Unsynced_Ticket_Email_Address' MUST be manually created. The script will NOT function without this property.

Note:

  • All locations and clients that are 'Ignored' within the Manage Plugin will NOT report unsynced tickets for those locations/clients.
  • It will detect the tickets that were generated at least 30 minutes ago to avoid false positives.

Remove the internal monitor Ticket Sync Unsuccessful from the partner's environment before implementing this script.

Sample Run​

It is a client script and should be scheduled to run once per X hours. X is the number of hours set for the script's Global Parameter Threshold.

Sample Run Image 1

Schedule: Sample Run Image 2

Variables​

NameDescription
EmailEmail Address(es) to send the Email
SubjectEmail Subject
BodyEmail Content

Global Parameters​

NameDefaultRequiredDescription
Threshold2TrueNumber of past hours to check the unsynced tickets from.

System Properties​

NameExampleRequiredDescription
Unsynced_Ticket_Email_Addressexample@example.comTrueAddress(es) to send the email. Multiple addresses should be separated by a semicolon (;).

Examples:

  • Single Email Address:
    Single Email Example
  • Multiple Email Addresses:
    Multiple Email Example

Note: The script will not create the system property. Hence, this system property should be created before scheduling/running the script. Otherwise, the script will not work.

Output​

  • Email

Email​

Subject: <Count of Unsynced Tickets> Tickets failed to sync from Automate to the PSA

Body:

There were <Count of Unsynced Tickets> tickets that failed to sync to the PSA in the past <Threshold> hour(s). Their details have been outlined below:

Client: <Client Name> (<ClientID>)
Computer: <Computer Name> (<ComputerID>)
CWA Ticket #: <CW Automate TicketID>
Ticket Subject: <Ticket Subject>
Ticket Creation Date: <Ticket Creation Date>
Ticket Status: <Ticket Status>
Ticket Body: <Ticket Body>

Sample Screenshot:
Sample Screenshot