Connect Escalations to our PSA | Voters

Connect Escalations to our PSA

complete

Don Brown

Rather than email the admins, open a ticket in our PSA so that it will be resolved faster

August 9, 2023

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Eric Henry

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complete

Anthony Rankine

Eric Henry is there a setting in the integrations for turning this on or is it on automatically?

Michael Setton

Eric Henry Yeah not seeing anything yet

Tjerk Ploeg

Eric Henry I can't see that this feature has been brought through, seems to me it is still the same?

Eric Henry

There is nothing additional to configure to enable opening a ticket in your PSA for escalations. However, there are currently only three types of escalations that are being sent to PSAs:
Unexpected Tunnel Operator Access
Unexpected Country Access
Missing Usage Location
If you have any examples of these escalations you would expect to create a ticket that did not, please reach out to support and we'll get it ironed out.
If you would like additional escalations to be enable for PSAs, please create a feature request and we will consider it for future our roadmaps.
I'm also happy to answer more questions or take any feedback you may have.

Todd Ludington

Eric Henry I received an email today notifying me of "Microsoft Defender Needs Attention". Is there a reason this is not automatically integrated as a ticket in our PSA?

Eric Henry

Todd Ludington: Let me double check on this, and I'll get back to you.

Eric Henry

It looks like we just haven't added the PSA functionality to this specific escalation. I have created a new feature request to track this work:

https://feedback.huntress.com/feature-requests/p/send-microsoft-defender-needs-attention-escalations-to-configured-psas

Chirs Poore

I submitted a request similar to this and 100% agree that i dont understand why escalations are treated differently then incidents and why you have to manually remediate these manually.

Brock McFarlane

And in the PSA integration, have different handling options based off of being an Incident or an Escalation so we can assign different boards, types, etc. to each of the two situations

Jeff Custer

If I could vote a thousand times for this, I would. It makes no sense for the person who is administering Huntress to have to dispatch an escalation to an engineer. This person who is not billable to the client has to create a ticket and put it in the queue anyway because the escalation is for a specific client and a billable resource should be taking care of this. An escalation is just another piece of work to do and in that sense is no different than an incident. Work is work is work!

Dean Guo

marked this post as

planned

Stephen Moody

This is absolutely necessary in order for Unwanted Access to be usable for us. UA is effectively moving items that used to be incidents into Escalations, but now it's much more difficult to hand off to our non-admin team members for investigation. As it is now it bottlenecks our senior team members who have access to escalations, and makes it harder to respond in a timely manner.

Daniel Morris

Yes would love to have settings to have Escalations go to a different board and such in Manage PSA

Tjerk Ploeg

We'd love to see this, currently it's unpossible to automatically assign the tickets to the correct customers and it is resulting to a lot of manual editing.

Scott Thomson

Please! It's so silly having to manually code in a ticket based on an email alert when we already have a working ticketing integration in place.