Customers appreciate a fast response to a network outage. After working in a NOC setting and learning many things about customer service, I've decided to take advantage of a few very good ideas implemented by others that could decrease response times to outages. One of these ideas includes creating tickets when a "node down" event is detected by an NNM. I've seen "auto-tickets" generated by integrating HP OpenView and ConnectWise, but I've never come across a solution for less expensive products such as SpiceWorks and Orion NPM. I hope that this post will be of some use to anyone who wishes to implement this.
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