NinjaOne Ticketing: Filter and Configure Boards

Topic

This article explains how to manage the Ticketing boards in NinjaOne.

The NinjaOne platform is compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA); please submit a request to your account manager for a signed Business Associate Agreement (BAA). It is best practice to exercise proactive security measures, use Simple Mail Transmission Protocol (SMTP) servers to transmit ticket data, and ensure sufficient protocols are in place to maintain HIPAA compliance in all actions.

Environment

NinjaOne Ticketing

Description

Once you enable NinjaOne Ticketing, a new Ticketing tab is available from the main navigation pane on your NinjaOne console. The boards will be visible based on the display order and the number of visible boards selected on the NinjaOne Ticketing application configuration page in the Boards tab. Refer to NinjaOne Ticketing: Setup and Configuration for more information.

Select a category to learn more:

Access Ticketing Boards
Ticket Filtering Criteria
- Filter by Health or Severity
Ticket Board Functions
- Edit Board Display
Pending Emails Board
- Resolve Permissions for Unknown Senders
- Approve or Reject Pending Emails
Additional Resources

Access Ticketing Boards

Select a board from the left navigation pane to view it. If applicable, click Show All to view boards that were hidden by the visibility range.

ticketing boards.png — **Figure 1**: Access the Ticketing boards in NinjaOne (click to enlarge)

Ticket Filtering Criteria

You can filter boards by the following criteria:

Status
Organization
Requester
More filters
- Created
- Primary Assignee
- Tags
- Ticket ID
- Type

The ticket list can also be sorted by any of the columns that are included in the board.
Ticket boards and counts are automatically refreshed when a ticket is created, updated, or deleted.

ticketing filters.png — **Figure 2**: Filter the Ticketing boards in NinjaOne (click to enlarge)

Filter by Health or Severity

Tickets with a Severity of Critical and a Priority set to High display a red exclamation point (!) in the Health column.

ticket health_exclamation.png — **Figure 3**: Ticket health example

Click Edit Board.
In the configuration modal, open the Columns and sorting section.
Select either Severity or Priority from the Columns drop-down menu and reorder the columns to improve visibility.
Click Save.

Refer to the Edit Board Display section further in this article to learn more about this function.

Ticket Board Functions

This section explains the purpose of the buttons and icons on the ticketing boards.

ticketing_board functions.png — **Figure 4**: Ticket board buttons and icons

Ticket Function	Description
Refresh	Click this icon to refresh the list of tickets.
Export	Click this icon to export the list to a .csv (Comma-Separated Values) file. When exporting a ticket board, ticket tags will be included in the .csv file and will appear in the last column.
Edit Board	Click Edit Board to modify the columns or sorting for the board. Refer to the Edit Board Display section further in this article to learn more about this function.
Create Ticket	Click Create Ticket to manually create a new ticket. Refer to NinjaOne Ticketing: Create and Assign for more information.
Table Settings	Click this icon to manage the Auto-Refresh Table Data toggle switch. This setting is shared across all boards.
More Details	Move your cursor over the Subject in the list to see more details and click a ticket to open it.

Edit Board Display

To change the columns that display or their order on the board, click Edit Board on the right.

ticketing_edit board.png — **Figure 5**: Edit ticketing board layout

You can use the Columns and sorting section to organize the tickets by a variety of data, such as location, device, created date, update time, and more. Control the type of information you see on the board by adding or removing columns and rearranging their layout.

These changes persist when you exit and reenter the ticketing board, and when you export the data, only the columns selected will be converted.

ticketing_edit board_columns and sorting.png — **Figure 6**: Sort, add, delete, or rearrange columns on the ticketing board (click to enlarge)

Pending Emails Board

Unlike the other boards, the Pending Emails board in particular will list incoming requests from email addresses that are not associated with an existing contact.

The Pending Emails board also lists emails that do not match a configured receiving email address in the NinjaOne Ticketing system.

ticketing board_pending email_cause.png — **Figure 7**: Cause for pending email ticket

Resolve Permissions for Unknown Senders

To resolve an "unknown email sender" issue, perform the following steps:

Navigate to Administration → Apps → NinjaOne Ticketing, and then open the Email → Allowlist tab.
Click Add.

**Figure 8**: Add permission for an email address to add tickets

You can permit a single email address, an entire email domain, or "all unmatched senders" which permits all emails unless they are specifically blocklisted.
Click Save to set the permissions.

Approve or Reject Pending Emails

Open a pending email to view more information about the issue and the reason it was routed to the pending queue. You can then opt to Approve or Reject the email. Approving the email will create a ticket and automatically add the requester's email address as a contact. You also have the option to approve pending emails in bulk.

Click Approve to allow the specific email address.
Click Reject to block the specific email address.

approve or reject pending email.png — **Figure 9**: Approve or reject pending emails

To receive notifications when a new pending email is received, you must enable notifications for the corresponding system activity. Navigate to Configuration → General → Activities and select the activity. The activity can then be configured to send standard technician notifications or to push notifications to configured notification channels.

Additional Resources

Refer to the following resource to learn more about ticketing in NinjaOne: Ticketing Resource Catalogue.