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Introduction:

There are situations where AI VoiceAssist may fail to create a ticket in your PSA:
  • If the PSA API credentials provided to MSP Process are disabled or changed, and MSP Process isn’t updated accordingly
  • If there are changes to what fields are mandatory in your PSA in order to create a ticket, and MSP Process isn’t updated accordingly
  • If there is a networking outage that affects MSP Process’s ability to communicate with your PSA
In those situations, it’s important to receive a notification about the fact that the call occurred, and that there was a problem creating the ticket. This KB article will walk you through how to configure those notifications.

Getting Notified on Ticket Creation Errors

  1. Login to the MSP Process UI (https://app.mspprocess.com)
  2. Click on the Profile button in the top right-hand corner of the UI:
  3. To receive e-mails about ticket creation issues, enable the Notify by email option; to receive a text message too, enable the Notify by SMS option:
  4. Click Submit to save your changes
When there is a ticket creation failure, you’ll receive an e-mail from noreply@mspprocess.com that looks like this: