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Allow change of the alert "grace period" so additional alerts create new Tickets

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.

  • Nick Dechnik
  • Aug 17 2020
  • Reviewed - Candidate for Implementing
Actionable Alerts / Change Detections / Platform Integration Improvement
Last Reviewed Date 2022-09-30
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  • Ryan Corrao commented
    20 Mar 02:21pm

    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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  • Matt Scutt commented
    4 Aug, 2022 09:07pm

    This would be ideal to get something similar in ConnectWise Manage as well

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  • Daniel Hayes commented
    9 May, 2022 08:08pm

    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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  • Ed Million commented
    11 Apr, 2022 10:37am

    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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  • Steve King commented
    30 Jul, 2021 04:32pm

    Our preference is a 2 day grace period for reopening, in order to stay within our SLAs.

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  • Steve King commented
    30 Jul, 2021 04:31pm

    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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  • Ajit Singh commented
    26 Feb, 2021 07:21pm

    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.

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