Configurable Default Silence Duration for Alerts Silenced via ConnectWise Manage
A
Austin Crow
Partners have reported unexpected behavior when silencing Liongard alerts from within ConnectWise Manage. Currently, when help desk staff change a ticket status in Manage to “Silenced,” the Liongard integration automatically silences the associated alert permanently (“forever”), with no configurable duration.
This differs significantly from the Liongard UI, where users can choose from multiple silence durations (e.g., 24 hours, 1 week, 1 month, custom date, or forever). The lack of parity creates operational blind spots, leading to alerts being unintentionally suppressed indefinitely.
Partner restricts general help desk access to the Liongard UI, relying fully on ConnectWise Manage to silence and manage alerts.
Silencing through Manage defaults to infinite silence, with no configurable duration.
This creates a single point of failure for silence management (e.g., Admins being the only admin with Liongard UI access), which becomes problematic during PTO or escalations.
For example, disk space alerts were silenced for the CEO’s machine; weeks later the disk filled completely, causing an outage with no re-alert.