Forum Discussion

Kelemvor's avatar
Kelemvor
Icon for Expert rankExpert
12 days ago

How is Escalation Chain throttling supposed to work?

Hi, We had a power outage at a data center yesterday which obviously caused a whole bunch of alerts.  We have our settings set with 20 alerts over 10 minutes causes the Chains to throttle.  The thro...
lmproduct
SuzanneShaw's avatar
SuzanneShaw
Icon for Community Manager rankCommunity Manager
10 days ago

Hey there!  Initial review from one of our SMEs is the fact it is generating tickets sounds like something is misconfigured in ServiceNow or what ever your ticketing system is, but I'm going to find someone who can provide more clarity

Kelemvor's avatar
Kelemvor
Icon for Expert rankExpert
10 days ago

We use Zendesk.  What configuration does LM use in order to send the Throttling emails? I assumed it just sends the info to the Escalation Chain, but don't know how often it sends or what else it does that might be creating the mass tickets.  We use Integrations in LM to create tickets in ZD so the only way that would happen is if LM launched the integration over and over or did something else that triggered ZD to create tickets over and over.  If there's something I can check somewhere, let me know.