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Re: Can LM update ConnectWise Manage tickets?
Quote Hmm, how would you then reset $alerthasbeenraised back to false once set true? If it's once the alert has cleared, then that is how the system works now. If you never reset it, the same alert will never occur again, even if if the same problem occurs months later. If it's after the alert has cleared in the system for x number of checks, then you just re-implemented Alert Clear Interval. :)/emoticons/smile@2x.png 2x" style="border:0px;vertical-align:middle;" title=":)" width="20"> I'm glad you asked! It would be set back to false when we mark it as resolved either in Connectwise Manage or in LM, a feature that doesn't currently exist. This way, the alerts generated by flapping would be ingested into the same ticket as updates, but wouldn't change the status of the ticket. Quote If you're still not sure what I mean, perhaps you can let me know how you think/expect the integration works (with example) so I get a better idea where there might be confusion. This is the workflow that I'd like to see with LM and Connectwise Manage which N-Central has accomplished with CWM: Alert threshold for Datapoint A is crossed, alert raised, ticket 001 created, status New. Alert status clears, ticket 001 is updated, status remains unchanged. Tech investigates the issue, communicates with the client, makes valuable internal notes, and resolves it. Marks ticket as Solved in CWM. Alert in LM clears because the datapoint cleared, not because the ticket was marked as Solved in CWM. Days/weeks/months/eons pass. Alert threshold for Datapoint A is crossed, alert raised, ticket 001 is reopened thereby retaining the earlier communication with the client, the internal notes, etc. Status changes from Solved to New, Ack, Re-opened - not terribly important. The points are: There should be a one-to-one relationship between an alert raised by a datapoint its ticket; flapping of a datapoint's status should update its ticket, not under any circumstances create a new ticket. A CWM ticket raised by LM should remain open until Solved in CWM. LM should be the truth; the status of an LM alert should not be impacted by the status of its ticket in CWM. I hope this helps, Nate0Views0likes0CommentsRe: Can LM update ConnectWise Manage tickets?
Mike, thank you for taking the time to patiently illustrate what's going on. It certainly helped me and I think it will help others. Quote So you can customize the "flapping timeout" (for lack of a better name) by changing the Alert Clear Interval. One possible problem is that this is a per-DataPoint option and not system wide. Man, I wish that was a system-wide option! Quote Now perhaps you prefer LM to just keep using the same ticket, regardless of delay between flapping... Yes! Yes, I do! It would seem that if LM had logic like the below, we could approximate a solution to the flapping issue: if threshold crossed and $datapoint.$alerthasbeenraised = false then raise alert and set $datapoint.$alerthasbeenraised = true ____________________ Can you help me reconcile these two ideas? Quote If you increase Alert Clear Interval to say 10, it will wait 11 minutes before clearing the alert hence just considering it a single alert and not create a new ticket. Sounds like you're saying that keeping an alert from clearing will keep a new ticket from being created, yet... Quote It's the sending of the Active message that is creating a new ticket, not the clear message. Thanks again!0Views0likes0CommentsRe: Can LM update ConnectWise Manage tickets?
Hi, Mike Thank you for writing. You asked: Quote What do you mean by status flaps? Do you mean a datapoint that alerts, then clears, then alerts, then clears, etc Yes, that's the behavior I'm referring to. Help me reconcile these two ideas: Quote LM doesn't consider how long an alert has been cleared before it sends an Active message on re-occurring alert. It doesn't matter if the alert cleared 1 minute ago or 3 years ago before the alert occurred again. I believe the point is to change the Alert Clear Interval to make sure the condition has been really cleared and stable before clearing the alert. As I read this, it says, "LM doesn't consider how long an alert has been cleared before it sends an Active message on re-occurring alert." and "you can modify this behavior by changing the Alert Clear Interval" I swear I'm not being argumentative! Can you help me square these two seeming conflicting ideas? FWIW, in an attempt to keep new, redundant (to me) tickets from being created, I've configured our CWM integration so that LM alerts that to to Cleared status sets/keeps the CWM ticket status to Ack, not Cleared, yet new tickets are being created while leaving the ticket generated by the original LM alert in Ack status.1View0likes0CommentsCan LM update ConnectWise Manage tickets?
For more than a year, I've gone back and forth with LM support about LM's seeming inability to update CWM tickets instead of creating a new ticket every time a datapoint's status flaps. LM support swears that this behavior is by design, but can't identify a use case for it. Moreover, this documentation says that it should be able to update tickets: https://www.logicmonitor.com/support/alerts/integrations/connectwise-integration/?_ga=2.193114093.1167024280.1578609865-61119326.1554263269 Does anyone else's LM update CWM tickets, or is their documentation wrong?125Views1like7CommentsRe: Dependencies or Parent/Child Relationships
On 9/16/2019 at 10:45 AM, Chris Sternberg said: Quote Is the issue that the automatic SDT no longer being placed on the child resources that have the depends_on property to the is_primary_device parent resource? Yes, exactly this and not the "automatically discovered Topology mapping relationships " feature.3Views0likes0Comments