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Right now there is a hard coded "Grace Period" of 7 days on alerts that create AutoTask tickets.
We have many alerts which we want a new ticket on each occurrence, and not reopening an existing alert ticket.
Please allow us to adjust and even disable this grace period.
Added by Liongard:
Need to consider setting at a Global/Integration level or Setting at a lower level potentially at the alert template level or the individual inspector level; AND/OR
Add the ability to Enable/Disable Grace Period - if disabled, once an alert is verified as fixed/closed on re-inspection, it is closed for good; if same issue is found later, a new ticket is opened.
Last Reviewed Date | 2022-09-30 |
I need this feature added. The grace period should be customizable, or the reopen feature to be disabled altogether. Reopening tickets makes our triage impossible.
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This would be ideal to get something similar in ConnectWise Manage as well
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Connectwise Manage shop here.
Would love to have a way to control this, it is currently causing issues with the way we handle our ticketing/billing.
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We need the ability to fully control whether tickets are re-opened or created as new for each change detection, especially when some inspectors STILL have regular issues with false positive change detections (Internet Domain inspector, for instance). Ability to control this at a global level would be a bare minimum, but having the ability to set this on a per-inspector basis would be the ideal.
With the recent ticket status sync feature addition, this is even MORE vital to us now.
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Our preference is a 2 day grace period for reopening, in order to stay within our SLAs.
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I'd like to request the same option for our CW Manage ticketing integration - make the Ticket Grace Period a setting at the integration level so we can specify a different value if desired. For simplicity I think a drop down option for Number of Days [1-7] could be used, as most requests are for a shorter grace period.
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Right now there is a hard coded "Grace Period" of 7 days on alerts that create AutoTask tickets.
We have many alerts which we want a new ticket on each occurance, and not reopening an existing alert ticket.
Please allow us to adjust and even disable this grace period.
Attachments Open full size