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
Hi, Mike
Thank you for writing. You asked:
QuoteWhat do you mean by status flaps? Do you mean a datapoint that alerts, then clears, then alerts, then clears, etc
Yes, that's the behavior I'm referring to.
Help me reconcile these two ideas:
QuoteLM 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.
As I read this, it says, "LM doesn't consider how long an alert has been cleared before it sends an Active message on re-occurring alert." and "you can modify this behavior by changing the Alert Clear Interval"
I swear I'm not being argumentative! Can you help me square these two seeming conflicting ideas?
FWIW, in an attempt to keep new, redundant (to me) tickets from being created, I've configured our CWM integration so that LM alerts that to to Cleared status sets/keeps the CWM ticket status to Ack, not Cleared, yet new tickets are being created while leaving the ticket generated by the original LM alert in Ack status.
