Ray Scholl

Alert escalation and acknowledgement combined

Recommended Posts

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.



Share this post

Link to post
Share on other sites

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.

Share this post

Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.