Forum Discussion

Kelemvor's avatar
Kelemvor
Icon for Expert rankExpert
3 months ago

Orphaned tickets when a alert changes severity...

Hi, I came in today and had a bunch of leftover tickets from the weekend.  They were all for Low Disk Space since we had patching on Saturday.  I know all the servers are working fine so I wasn't su...
integrations
Mike_Moniz's avatar
Mike_Moniz
Icon for Professor rankProfessor
3 months ago

I'm not familiar with Zendesk integrations. Did you set it up per https://www.logicmonitor.com/support/alerts/integrations/create-update-close-tickets-zendesk-response-alerts? If so, make sure you have ##externalticketid## within the URL for the UPDATE type as documented there so LM will update the existing ticket and not create new one.

You want to make sure that LM is tracking the ticket number via the ##externalticketid## token. You can't just use the LMA# for example as that will change when it jumps between alert levels.

  • Kelemvor's avatar
    Kelemvor
    Icon for Expert rankExpert
    3 months ago

    Yep.  We have it setup exactly like that.  The problem seems to be on LMs side in that it's sending a second Create but never sending the second Close.