Continuum Integration

[srkleffman]

Is the Continuum integration working now and can anyone comment on how well it is/is not working for them?

Thx

[Support Team]

Yes, it is working and it is a bi-directional integration - you can reassign tickets to NOC as well as communicate over tickets.

[srkleffman]

Thank you!

[signals]

Has anyone tested this with the version 7.0?

Any bugs, tricks or things to watch out for?

[Support Team]

Our take: Many users already use it successfully with RangerMSP 7.0.
We are not aware of any open issues.

The link with Continuum has been enhanced and includes a two-way ticket communication (e.g. your business on one side and Continuum's NOC / Virtual Desk on the other).

You can read about RangerMSP-Continuum Link here

[signals]

Is anyone currently using this? I am wondering if a ticket is created by Continuum that they need to work on (Ex. Elite Care on a server), will it get pushed to Commit and then need to be manually pushed back to Continuum or will it stay with Continuum for resolution?

Possibly a huge difference in response time! If it happens after we leave the office it could be a good 12+ hours before anyone gets back onto the ticket! That would kill our response time and any benefit of the two way integration.

[Support Team]

Once the integration is enabled, the Continuum Ticketing System is disabled and Ticket management is performed solely in RangerMSP. Tickets can still be viewed in Continuum but read-only. You would have to manually reassign back to Continuum.

However if a Ticket was created in Continuum and assigned to the NOC - the assignment will not change as a result of downloading the Ticket to RangerMSP and Continuum NOC team can continue to work on the ticket.

In addition you can get email alerts for new Tickets (arriving from Continuum) via RangerMSP, using the Alerts Server module then you can reassign Tickets to the NOC if required..