Can LM update ConnectWise Manage tickets?

Quote

I'm glad you asked! It would be set back to false when we mark it as resolved either in Connectwise Manage or in LM, a feature that doesn't currently exist. This way, the alerts generated by flapping would be ingested into the same ticket as updates, but wouldn't change the status of the ticket... There should be a one-to-one relationship between an alert raised by a datapoint its ticket; flapping of a datapoint's status should update its ticket, not under any circumstances create a new ticket. A CWM ticket raised by LM should remain open until Solved in CWM.

We have our setup working kinda like that. The same alert will update the same ticket and will only cause a new ticket once the original ticket has been closed. But we use ServiceNow and all of that process is completed within the ticketing systems itself (I'm not too involved with how it works) and independent of LM or any other system. We do still try to limit flapping situations though.

Quote

Days/weeks/months/eons pass.

Alert threshold for Datapoint A is crossed, alert raised, ticket 001 is reopened thereby retaining the earlier communication with the client, the internal notes, etc. Status changes from Solved to New, Ack, Re-opened - not terribly important.

That is something that might be different in various ticketing system. For example, we never re-open an old ticket, it actually prevents us from doing that if been closed after a period of time. We can have tickets reference another older ticket but it's still a new ticket. I think that would throw off our reports and such to have old tickets come back that way.

But I think these are all valid options but something I personally feel is better suited for the ticketing system to handle (or middle-ware) since LM isn't all flexible with integrations. I just let LM do the monitoring and use other systems to deal with ticket routing, notifications, SLAs and such. Then again we're able to use a ($$$) ITIL/ticketing system :)

So, I don't think I have any further suggestions for this case. Unless LM implements some sort of Business Rules like feature where you can have conditional effects to integration messages. Does CWM have any workflow or ticket pre-processing options? If it does, this might be easy since you can directly tie the LMX###### directly to one ticket forever.