Professor
We had that same problem. Long story short, we started sending alerts to PD, which auto groups them into incidents with machine learning (maybe something Dexda will start doing for LM???) which then sends it to a custom Azure function (code named E.T.). E.T. opens the ticket in ConnectWise, posts the CW ticket number back to each of the LM alert’s notes field, and posts an update back to PD.
We are really only going for one way workflows from LM->PD->E.T.->CW, so we don’t care about the actions in CW posting back to LM (except noting which ticket number goes with which alert). The only bit we don’t have working is when alerts clear in LM an update gets into the ticket. That’s going to require some rework on E.T. and I’m procrastinating that bit.
If Dexda will do auto alert group and allow us to use the built in CW integration, we could drop PD and E.T.