If a Critical ticket is opened , that's good thats what we want but if it then auto-heals itself, it should update and close the ticket and not open itself again later on.

We were advise on the alerts, within admin console, you can tick for auto ticket creation, whenever we do that we get bombarded with alerts, it doesn't self heal. and then it gets another tickets. it causes absolute hell when we turn it on. Keeps creating brand new tickets, it doesn't update the original one.

Even if we say it in the 15 interval, problem is if that self heals and then it will create another ticket, it will keep on logging tickets until it is resolve.