Allow change of the alert "grace period" so additional alerts create new Tickets
candidate for implementing
N
Nick Dechnik
Right now there is a hard coded "Grace Period" of 7 days on alerts that create AutoTask tickets.We have many alerts which we want a new ticket on each occurrence, and not reopening an existing alert ticket.Please allow us to adjust and even disable this grace period.Added by Liongard: Need to consider setting at a Global/Integration level or Setting at a lower level potentially at the alert template level or the individual inspector level; AND/ORAdd the ability to Enable/Disable Grace Period - if disabled, once an alert is verified as fixed/closed on re-inspection, it is closed for good; if same issue is found later, a new ticket is opened.
Merged in a post:
Disable re-opening Actionable Alerts.
R
Ryan Corrao
I need to be able to customize the period in which Actionable Alerts "reopen" or disable it entirely. I don't know why this feature hasn't been added yet.I cannot use my integration with Autotask because of this. I'm forced to send Liongard alerts via email. This is obviously not ideal, but there are alerts that need to be treated as new every time so that we can triage properly.
Merged in a post:
Add Ability to Change Alert Threshold for Re-Opening Existing Ticket
B
Brandt Freidank
The current threshold for re-opening a ticket generated by an Alert is hard set to 7 days. Please add the ability to change this threshold by alert type so that new tickets can be genereated for items that are truely "new" to create an additional ticket instead of reopening a ticket.For example there are cases where the Active Directory | Change to Privileged Users Alert genereates a ticket but an additional change occurs within the 7 day threshold and re-opens the ticket instead of breaking new.
R
Ryan Corrao
I need this feature added. The grace period should be customizable, or the reopen feature to be disabled altogether. Reopening tickets makes our triage impossible.
M
Matt Scutt
This would be ideal to get something similar in ConnectWise Manage as well
D
Daniel Hayes
Connectwise Manage shop here.Would love to have a way to control this, it is currently causing issues with the way we handle our ticketing/billing.
Ed
We need the ability to fully control whether tickets are re-opened or created as new for each change detection, especially when some inspectors STILL have regular issues with false positive change detections (Internet Domain inspector, for instance). Ability to control this at a global level would be a bare minimum, but having the ability to set this on a per-inspector basis would be the ideal.With the recent ticket status sync feature addition, this is even MORE vital to us now.
S
Steven King
Our preference is a 2 day grace period for reopening, in order to stay within our SLAs.
S
Steven King
I'd like to request the same option for our CW Manage ticketing integration - make the Ticket Grace Period a setting at the integration level so we can specify a different value if desired. For simplicity I think a drop down option for Number of Days [1-7] could be used, as most requests are for a shorter grace period.
A
Ajit Singh
Right now there is a hard coded "Grace Period" of 7 days on alerts that create AutoTask tickets.We have many alerts which we want a new ticket on each occurance, and not reopening an existing alert ticket.Please allow us to adjust and even disable this grace period.