Hopefully a simple request. In the monitoring tools, the Alert reopen interval allows for minutes or hours. This is good for most things, however for our use case we’re experiencing unnecessary tickets due to being restricted to a 24 hour reopen interval. Use case below:
We’ve setup a monitoring tool with a vendor so that when a ticket alerting us to an issue on their side, the email flows into FS via alerts so that only one person is able to work on a team, auto assignment happens, etc.
When new comments are posted, the notifications all flow into the same original incident, however when the ticket is resolved on our side, a day or two later the vendor will automatically email out asking for “customer approval” on the ticket, then again a week later (at this point the emails stop). The same resource is parsed out on each (which is what alerts are grouping under) but the 24 hour restriction means I now have 3 tickets for the issue instead of 1.
While training people on the team to wait to close until they render an approval is possible, I think this use case, as well as others, would merit an expansion of the criteria to be able to accept days (max 30?)
Unless of course some of you have thoughts on how to get “around” this/shameless upvote plug?