Orphaned tickets when a alert changes severity... | Product Discussions

Kel L · 2024-09-03T17:29:56.491000Z

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 sure why I had these alerts. After some research, I think LM has a slight issue in how it interacts with Integrations. I'm specifically using Zendesk but I'm not sure if that matters.Here's what happened.Error alert came in for a server with low disk space.LM used our ZD integration and fired the Active line which creates a ticket in ZD for us.6 minutes later, the disk space dropped below the next threshold and became a Critical.LM used our ZD integration and fired the Active line which creates a ticket in ZD for us. Now we had two tickets for the same alert. One for the Error and one for the Critical.Later on, the alert cleared.LM used our ZD integration and fired the Clear line which closes the ticket in ZD for us. However, it only fired this line once, for the Critical alert, which closed the second ticket that had been created. This left the Error ticket still open and now orphaned.The subject line of the tickets has the Severity in them, so it's right that it created a second ticket when the alert went Critical. However, it should have either then, or when it closed the alert, fired two Clear integrations to close out both the tickets that had been created.Has anyone else ever noticed anything like this? I'm not sure if we have something broken or if this has always been like this or what.Thanks.

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