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Double message when ticket closes automatically

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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?

e-mail notification tickets

Created on Apr 3, 2018 11:36:19 AM by  Freek (8) 1



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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.

Created on Apr 5, 2018 11:54:53 AM by  Dariusz Gorka [Paessler Support]



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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.

Created on Apr 5, 2018 12:11:11 PM by  Freek (8) 1



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Hi there,

Good to hear! :)

Best regards.

Created on Apr 5, 2018 1:37:01 PM by  Dariusz Gorka [Paessler Support]



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Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.