Forum Discussion

Kelemvor's avatar
Kelemvor
Icon for Expert rankExpert
16 days ago

Orphaned tickets when a alert changes severity...

Hi, I came in today and had a bunch of leftover tickets from the weekend.  They were all for Low Disk Space since we had patching on Saturday.  I know all the servers are working fine so I wasn't su...
integrations
Mike_Moniz's avatar
Mike_Moniz
Icon for Professor rankProfessor
16 days ago

Rereading your steps. If #4 really did kick off an Active call instead of Escalated, that sounds like a bug or it cleared between alerts. I would confirm on the Integration Log tab.

(I meant Escalated instead of UPDATED, in previous message)

  • Kelemvor's avatar
    Kelemvor
    Icon for Expert rankExpert
    16 days ago

     

    • Kelemvor's avatar
      Kelemvor
      Icon for Expert rankExpert
      16 days ago

      O = Open

      S = Solved/Closed

      • Stuart_Weenig's avatar
        Stuart_Weenig
        Icon for Mastermind rankMastermind
        16 days ago

        What Mike is suggesting is that it shouldn't have opened two tickets, but rather the escalation should have updated the existing ticket. But that sounds like that's the way you want it. If that's the case, is it because you modified the escalation payload to make the integration open a new ticket?