PagerDuty Integration: Close Incidents

  • 6 April 2017
  • 0 replies

I'm leveraging the PagerDuty integration to send SMS notifications to my team.  The integration works great to create incidents that I can configure for custom notification schedules.  I've set up Dispatch'r rules that send to PagerDuty on Incident Creation and Incident Closure. 

Here's my problem:  The communication to PagerDuty isn't anything other than "create incident".  If the ticket is updated in any way in FreshService, such as moved to a different Status, Priority, or even reclassified as a Service Request, PagerDuty doesn't get notified.  Conversely if I acknowledge the incident in PD, FreshService doesn't get that update at all.

Is there something I'm missing or is this the best there is?

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