Forum Discussion
Kelemvor
Expert
Kelemvor
16 days agoExpert
O = Open
S = Solved/Closed
- Stuart_Weenig16 days agoMastermind
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?
- Mike_Moniz16 days agoProfessor
The Log is showing that it sent an Active call when it should have been an Escalated call. The 2nd Active call would caused a new ticket and updated the externalticketid. What does your integration settings look like? You have different URLS enabled and escalated/de-escalated option enabled?
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