Managing Worry-Free Services ticket settings in ConnectWise Automate

Procedure

1. Go to Trend Micro → Trend Micro Customers.
2. Click the Ticket Settings tab.
3. Select the Enable check box and specify the Threshold (if available) for the events you want to generate tickets for.

   Ticket Event	Description
   Security Agent offline	Generates a ticket whenever a Security Agent does not report to the Worry-Free Business Security Services server for the specified length of time
   Scan not completed	Generates a ticket whenever a Security Agent does not complete a scan on the endpoint for the specified length of time
   Unsuccessful automatic Security Agent deployment	Generates a ticket whenever an endpoint is unable to install a manageable Security Agent during an automatic deployment Note The Trend Micro Worry-Free Services Plug-in attempts to install the Security Agent up to 3 times before disabling automatic deployment on the endpoint. If a subsequent attempt to install the Security Agent is successful, the Trend Micro Worry-Free Services Plug-in modifies the initial ticket to indicate that the deployment eventually succeeded.
   Unsuccessful manual Security Agent deployment	Generates a ticket whenever an endpoint is unable to install a manageable Security Agent during an manual deployment
   Unsuccessful scan command	Generates a ticket whenever an endpoint is unable to accept a scan command
   Unsuccessful update command	Generates a ticket whenever an endpoint is unable to accept an update command

   For more information about the ticket contents and possible reasons why a ticket event occurs, see Worry-Free Business Security Services tickets.
4. Click Save.