Expert
ProfessorRereading 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)
Expert
ExpertO = Open
S = Solved/Closed
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?
ProfessorThe 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?
