Can LM update ConnectWise Manage tickets?
For more than a year, I've gone back and forth with LM support about LM's seeming inability to update CWM tickets instead of creating a new ticket every time a datapoint's status flaps.
LM su...
Forum Discussion
Mike_Moniz
Professor
ProfessorWhat do you mean by status flaps? Do you mean a datapoint that alerts, then clears, then alerts, then clears, etc or the literal "StatusFlap" datapoint (de)escalating that some interface checks have? I can't speak for ConnectWise Integration itself since I don't use it, but most of the integrations (without client-side addons) work the same way. I would expect the former to cause a new ticket each time but the later to update.
An alert that occurs would trigger the "Active" action in the integration which usually creates a new ticket. LM doesn't consider how long an alert has been cleared before it sends an Active message on re-occurring alert. It doesn't matter if the alert cleared 1 minute ago or 3 years ago before the alert occurred again. I believe the point is to change the Alert Clear Interval to make sure the condition has been really cleared and stable before clearing the alert.
