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Ticketing setup

Bitdefender GravityZone Control Center can be configured to automatically create tickets in ConnectWise PSA for the following type of events: malware outbreak, blocked URLs and outdated clients.

For the ticketing service to work, the following conditions must be fulfilled:

  1. At least one ticket type is enabled and configured as required in the ConnectWise integration wizard.

  2. Bitdefender Endpoint Security Tools (the client security software) is installed on endpoints belonging to your managed companies.

When a ticket is created, Bitdefender sends a ticket summary and a detailed description of the issue to ConnectWise.

Once you have evaluated and eventually solved the ticket, you can close it. To view tickets in ConnectWise:

  1. Go to Service Desk > Service Ticket Search.

  2. In the Company column, search for the company you are interested in. ConnectWise will display all the tickets created for that company.

    15_CW_Tickets.png

Malware Outbreak tickets

A malware outbreak ticket is created in ConnectWise each time a specific percentage of protected endpoints is infected with the same malware.

You can configure the malware outbreak ticket threshold in the ConnectWise integration wizard.

For example, when the threshold is set to 5 for a company, and a virus is detected on 5 out of 100 endpoints, a malware outbreak ticket will automatically be created for that company, in ConnectWise.

16_BD_Ticket_MO.png

Note

Another malware outbreak ticket can be generated if the same infection is still detected in the network, twenty four hours after the initial ticket was raised.

Blocked URLs tickets

Blocked URLs tickets are automatically created when a protected endpoint is trying to access a web address that is blocked through a security policy.

Important

Bitdefender GravityZone creates only one Blocked URLs ticket for the same web domain. For example, Bitdefender GravityZone will not generate a new ticket when another URL path or sub-domain is getting blocked within the same company. This can happen regardless of a ticket’s closed status.

New Blocked URLs tickets can be generated only for other domains that are blocked through the security policy.

In the Bitdefender Control Center, you can configure the security policies to block web traffic by categories, and also by specific URLs:

  • Blocking website categories. To view the policy web control settings, open the Policies section and go to Network Protection Content Control > Web Control Settings > Categories. In this section, you can enable the web categories filter and define web rules (allow or block) for each web category.

    cw_PSA_policy_settings_categories_p_42397_en.png

    For example, if you assign a policy to block social network websites, and one endpoint is trying to access www.linkedin.com, a ticket will be created in ConnectWise for the parent company. The ticket description will specify that an URL has been blocked for the www.linkedin.com domain.

  • Blocking specific URLs. You can also configure security policies to block specific URLs, by enabling web exceptions and adding the specific URLs that you want to block. To accomplish that, open the Policies section, go to Network Protection > Content Control > Web Control Settings > Exclusions and define the settings accordingly.

    cw_PSA_policy_settings_exclusions_p_42397_en.png

Outdated Clients tickets

Outdated Clients tickets are created when the percentage of outdated clients within a managed company has exceeded the defined threshold. The threshold represents a percentage of the total number of endpoints under a managed company

Bitdefender Control Center reports that the Bitdefender Endpoint Security Tools client is outdated if either the product, or the virus signatures have not been updated in the first twenty four hours following an update release.

You can configure the threshold for the Outdated Clients ticket in the ConnectWise integration wizard.

For example, for a threshold of 50, when the number of outdated clients of a company reaches 50 out of 100 endpoints, an Outdated Clients ticket will automatically be generated for that company in ConnectWise.

Note

Another Outdated Clients ticket for the same company can be generated only if the current ticket had been manually closed in ConnectWise.

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