Ray Scholl 0 Report post Posted November 4, 2016 We completed a new integration and after a lot of effort we discovered that the escalation "NEXT" performed the create but subsequently every n minutes a new ticket was created - the ACK also still needs to be performed. Ideally, we would want the escalation to create the ticket and acknowledge the alert. Perhaps the escalation then has a null destination until it clears (active alert) or some other method to avoid repetitive case creation? I had a thread with Desh on support - no suggestions on a workaround. Quote Share this post Link to post Share on other sites
Annie Dunham 20 Report post Posted November 4, 2016 Hi Ray - It's possible this can be done simply by configuring your integrations to post Ack's. I'll reach out personally with more detail. Quote Share this post Link to post Share on other sites