Expert
ProfessorI've seen LM integrate with two different ticketing systems (but ZD not one of them) and they would not generate multiple tickets when just levels change, up or down. Ticket should generate one ticket, update when levels increase or clear. You shouldn't be getting multiple tickets for different levels. The same alert should use the same ticket until the ticket is closed. Your setup sounds like a ##EXTERNALTICKETID## tracking issue, or using the wrong http verbs. You are using POST for Active and PUT for update? Do you have "Include ad ID provided in HTTP response" enabled and the ##EXTERNALTICKETID## in the URL for updates and closed (not active)? Looking at https://www.logicmonitor.com/support/alerts/integrations/create-update-close-tickets-zendesk-response-alerts seems to show it all using the same ticket in the screenshot.
But I don't know ZenDesk and I would suggest just confirming the setup is truly correct. I don't know if there are any others in the forums that also use ZD with LM. I believe LM Inc themselves use ZenDesk so might be worth reviewing your setup with support.
P.S. Ticket handling in LM IS a pain-in-the-butt since there isn't a single ID for one alert, and you need to have LM itself do the tracking and not your ticketing system. But it shouldn't be that bad.
ExpertAccording to someone I chatted with a long time ago at LM, because we use different alert rules and chains for different severity levels, it's normal that it creates separate tickets for the different severity levels. Whether I was given correct information or not, I don't know, but it has always done this with our setup and we've adjusted to it.
We have everything setup exactly as LM has in their documentation and they've confirmed that it's "Working As Designed" even though the Design seems to be pretty bad sometimes.
