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Alert escalation and acknowledgement combined
We completed a new integration and after a lot of effort we discovered that the escalation "NEXT" performed the create but subsequently every n minutes a new ticket was created - the ACK also still needs to be performed. Ideally, we would want the escalation to create the ticket and acknowledge the alert. Perhaps the escalation then has a null destination until it clears (active alert) or some other method to avoid repetitive case creation?
I had a thread with Desh on support - no suggestions on a workaround.
Ray_Scholl
Posted 9 years ago·Last reply 9 years ago
1 comment
Annie_Dunham
·9 years agoHi Ray - It's possible this can be done simply by configuring your integrations to post Ack's. I'll reach out personally with more detail.