Integrating Ticket Settings

Admin > Service Desk > RMM Integration Settings

In this procedure you review default ticket settings and map ticket statuses between BMS and the VSA.

1. Select the Admin > Service Desk > RMM Integration Settings page.
2. Select the integration record you just created.
3. Optionally change the default values in the General Settings tab, Ticket Defaults section. All BMS ticket values created from an RMM ticket are initially set to these values. They can be automatically changed—based on the ticket's content—using a BMS workflow.
   • Priority
   • Queue
   • Ticket Type
   • Ticket Note Type
   • Ticket Source
4. Select the Ticket Status Mapping tab.
5. Select values for mapping ticket statuses between BMS and the VSA.
   • Ticket Status Mapping From BMS
   • Ticket Status Mapping To BMS
6. Click Save to save the ticket defaults and ticket mapping.