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Web Help Desk (WHD)

Forum Orion and Help Desk Ticket Closing

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Orion and Help Desk Ticket Closing

aandersen over 10 years ago

I have setup the Help Desk (v 12.0) to merge with NPM (v 10.5). When I have a specific node go down, Help Desk creates a ticket based on the downed status of that node. During testing, I can successfully create tickets. What I want to know: is there a way to have NPM automatically close the ticket after that particular node goes back onl

0 sonic_boom over 10 years ago

have you tried creating an action rule under processes? I am testing this now with an action rule "subject contains is UP", action change status to closed. that is only half of the solution i think, you might still need to send an "is up " alert to web help desk.
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0 niterave over 9 years ago in reply to sonic_boom

For the record, I created a process based on the tech/client note "Alert has been reset by SYSTEM" and that worked.
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0 mcgeg over 9 years ago in reply to niterave

I had a look at doing this but if a node has an intermittent issue you will have tickets close and open all the time. Also what if you are still working on something and the alert clears and closes the call. You will have to update a call that is closed - this may create issues with reporting.
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