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

Rereading your steps. If #4 really did kick off an Active call instead of Escalated, that sounds like a bug or it cleared between alerts. I would confirm on the Integration Log tab.

(I meant Escalated instead of UPDATED, in previous message)

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

 

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

    O = Open

    S = Solved/Closed

    • Anonymous's avatar
      Anonymous
      3 months ago

      What Mike is suggesting is that it shouldn't have opened two tickets, but rather the escalation should have updated the existing ticket. But that sounds like that's the way you want it. If that's the case, is it because you modified the escalation payload to make the integration open a new ticket? 

      • Mike_Moniz's avatar
        Mike_Moniz
        Icon for Professor rankProfessor
        3 months ago

        The Log is showing that it sent an Active call when it should have been an Escalated call. The 2nd Active call would caused a new ticket and updated the externalticketid. What does your integration settings look like? You have different URLS enabled and escalated/de-escalated option enabled?