Forum Discussion

jduprey's avatar
jduprey
11 years ago

3rd party ticketing (ConnectWise) - update existing tickets

We would like the ability for LogicMonitor alerts to update existing tickets ConnectWise ticketing system. Currently LogicMonitor just creates new tickets every time the alert triggers.

answered
  • Josh's avatar
    Josh
    10 years ago

    More Connectwise integration would be great. Id love to see device info come over to companies as configurations as well.

  • Eric_Egolf's avatar
    Eric_Egolf
    11 years ago

    Agreed. Seems like it would be possible to have Logicmonitor hold on to the unique identifier, i.e. the service rec ID and automatically close the ticket if the alert is resolved. We actually have to avoid creating tickets for warn events because of this. Think of the case of average ping RTT that spikes up in the evening due to some cloud based backup because your customer only has a DSL connection. There are other facilities in logicmonitor to handle these but they require manually tweaking thresholds and time based thresholds.

  • Stephen_Sifers's avatar
    Stephen_Sifers
    11 years ago

    Adding the ability to NOT create duplicate tickets for already present alarms would be a nice to have.

  • Alan_Sielbeck's avatar
    Alan_Sielbeck
    10 years ago

    This would be very helpful for sure. Looks like support exists for autotask. Hoping CW support is shortly behind.

  • Joshua_Roybal's avatar
    Joshua_Roybal
    10 years ago

    Adding my support here. It would be a huge help to use if LM could update the existing ticket when an alert clears.