I have setup a Notification template to Assign a ticket to my PRTG Admins. The Sensor is configured to run the Notification Template when the sensor state is Down for 60 seconds. When the Sensor enters the down state, a ticket is successfully create and assigned to PRTG admins. However, if an assigned admin resolves the issue, closes the ticket, and the Sensor goes into the OK state. If the sensor goes back Down, No new ticket is created, nor is the already created (and Closed) ticket reopend.
This is a problem, because admins will get a notification of a down event, however when they see no created ticket, the admins think the issue is resolved. No one looks further into the down state. This is a problem. How do I configure ticket to reopen when the problem reoccurs?
Here are screenshots of my configurations.
- https://imgur.com/FXPz2J9 - Ticket History
- https://imgur.com/lnu7CTA - Notification Template
- https://imgur.com/1xiDBoV - Sensor Notification trigger config