NeophyteI know this thread is ancient, but 7 years later and it appears that this is still a problem. We'd love to be able to add an additional note to our ConnectWise tickets when the status of an alert changes in LogicMonitor; it ends up being awkward in ConnectWise when a LogicMonitor alert clears and the corresponding CW ticket is closed with nothing to note why.
Has there been any word on this or has anyone found an elegant workaround?
No change from LM, it will still make one API call. However, you can update the initial description, summary, or other fields within that same call at the same time the status is being updated. It's not very clean, but part of the fault is on CW. Also, due to CW limitation, you cannot feed a list of CIs when opening the ticket to have them attached to the ticket; that has to be a separate call.
What we did was create an Azure function that LM calls. Then the Azure function makes multiple calls to CW to open the ticket and attach the CIs. It also calls back to LM to put the CW ticket number in the notes field and acknowledge the alert in LM. We did this because we actually have LM sending alerts to PD, which groups the alerts (like Dexda) and pushes the incidents to CW through this azure function. Because PD is the middle man, LM doesn't know the ticket number unless the Azure function posts it back into the alert.
