A way to auto merge tickets if it has multiple alerts coming in
We are seeing that we will get multiple of the same alerts for the same device throughout the day. We would like to have the ability for it to either auto merge or auto close any new tickets that come in if we already have a ticket open for that specific alert.
Luci Wideen
shared this idea
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Tommy Murray
commented
For example when a customers device sends an alert for hard disk usage at 95% it creates a ticket automatically, which is good. However, when the device drops below 95% then back to 95% it creates another ticket for the same issue. So in our ticket page we have hundreds of duplicate tickets. There needs to be an option that can see that there is already a ticket for that exact alert and it doesn't re-trigger and create the duplicate ticket.
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Zachary Cook
commented
We have a firewall alert when a customer goes to the backup connection, if the circuit bounces, we may get 15-20 tickets. A mass merge feature to merge all related tickets would be very helpful.