3rd party ticketing (ConnectWise) - update existing tickets

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.