Symptoms

You use Acronis Cyber Protect Cloud integrated with ConnectWise Automate.

An issue appears in Acronis Cyber Protect Cloud, which produces an alert in Cyber Protection console, an alert in ConnectWise Automate console and a new ticket in ConnectWise Automate. Within a day the issue is solved, the alerts are deactivated, and the ticket is closed.

Later that day, the same issue occurs again. A new alert appears and a new ticket is created. You expect the old ticket to be reopened rather than a new one created.

Solution

This behaviour is expected.

Acronis Cyber Protect Cloud Integration with ConnectWise Automate offers two monitor modes:

• ‘Send Fail After Success’
  If a service fails on a critical server a failed notification is sent to the assigned contact. Once the service returns to a normal state, a successful notification is then sent to the assigned contact. If an alert of the same type appears again, a new ticket is created in ConnectWise Automate.
• 'Once Per XX Days'
  If an alert appears several times in a day, a single ticket is created for every alert type.

‘Send Fail After Success’ is the default mode. This is an effective method to notify a technician that a resource has returned to a normal state after a failure and facilitates prompt reaction upon a new alert (of the same or another type).

In case you want to have new tickets created with a different frequency, change the Monitor Mode and Duplicate Alert Frequency for Acronis monitors to 'Once Per XX Days'.

This alert frequency is only available for internal monitors.

See Monitor Mode and Duplicate Alert section in ConnectWise Automate documentation.