I have setup a notification that creates a ticket when a sensor goes into down/error state. This is working fine, except that it creates an extra message when closing the ticket.

Before the ticket is automatically closed (the sensor goes up again) it first edits the ticket that was created and then it closes the ticket. This causes PRTG to first send an e-mail about the edited ticket followed by an e-mail of the closed ticket.

Is there a way to only get an e-mail about the ticket being closed instead of getting an e-mail about the edited and closed ticket?

Article Comments

Hi there,

Please change the State Trigger to only create a Ticket when the State is "Down". Leave the other options untouched as the Notification will close the ticket automatically when it clears. With other words, leave the "When condition clears after a notification was triggered perform Ticket Notif" set to "None".

Let me know if it works out for you.

Best regards.


Apr, 2018 - Permalink

Hello,

It works as you described.

Turning off "When condition clears after a notification was triggered perform Ticket Notification" was the solution. I just tested it with a Green IT sensor and I only got messages about the ticket being opened and closed.

PRTG no longer sends automatic messages about the ticket being edited.


Apr, 2018 - Permalink

Hi there,

Good to hear! :)

Best regards.


Apr, 2018 - Permalink