Expert
ProfessorActually re-reading your message, "After that, it dipped back into the Warning threshold which issues a Clear to the Error ticket and closed it". I'm pretty sure LM shouldn't be sending Clear message when moving from Error to Warning, actually it shouldn't be sending anything. LM alert list in the portal will look like it "cleared" but shouldn't send a message. Are you sure the alert didn't go below warning first?
Also are you letting LM track which ticket to update via ##EXTERNALTICKETID##? You can't easily use LMD# or LMIDs to track tickets.
ExpertAll of this is a LM problem, not a Zendesk problem. Yes we track the ticket numbers exactly as specified in the documentation. We use different alert rules for different severities because we notify different groups for a Critical vs an Error. E.g. Criticals go to a 24x7 support desk so they can notify the on-call person. Errors go directly to the team who would work the ticket.
When an alert goes from Warn to Error to Critical, LM tells ZD to open three different tickets. This is fine and not a problem.
When an alert goes from Critical to Error to Warn, LM would tell ZD to close the three tickets. This is also fine and not a problem.
The problem is only in the strange circumstance where an alert goes up and down and back up the severity chain without ever closing. That's where LM tells ZD to close the ticket, but then tells is later to update it instead of create a new one.
This is a graph of the server where you can see it kept going over and under the various thresholds which caused our issues.
