We get a lot of automated monitoring notifications into our ticketing system about network and server outages. It would be crucial to auto-resolve those tickets when the failed service comes back online. We don't want to our agents to solve all those tickets manually. Majority of those tickets are false positives.
Currently we get two tickets per one outage, for example:
1) Alert: SRV01 Process Failed
2) Process on SRV01 has returned to normal
It would be ideal that there's only one ticket (Alert: SRV01 Process Failed) and when the outage is over the ticket is resolved automatically.
We use N-Central as our monitoring system and unfortunately it does not seem to integrate with Zendesk in any way. How do you handle monitoring notifications that are sent to Zendesk and created as new tickets? Are there any custom solutions to automate this kind of functionality? What would be the best practice to deal with monitoring alerts and notifications?
Any ideas? Thank you!
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