Send New Alerts for New Events Tied to Old Escalations | Voters

Send New Alerts for New Events Tied to Old Escalations

planned

Nicholas Gusto

Huntress does not send out new alerts or notifications when a new event occurs under an old Escalation. These new events often go unnoticed by the partner because they're not always scanning the ITDR dashboard and no notification was sent.

November 1, 2024

Rich Mozeleski

marked this post as

planned

This will be a Q1 deliverable

Drew Kenton

Rich Mozeleski Thanks Rich, will keep monitoring the portal and making PSA tickets for now. The team will be glad to hear this is coming.

Toby Stephenson

I echo the sentiments here - the ideal would be to have the option to notify once or notify every time. That way, people satisfied with the current approach remain satisfied whilst those that want tickets raised each/every time an escalation occurs can turn this on.

Dhaval

To me, this is bonkers. This product is half baked and now we are grappling with the how an escalation is supposed to work. Either have the integration so you can notified about escalations via PSA or not have it at all and monitor the portal. If anything, this half baked integration gives you false sense of security when you don't see any PSA ticket, thinking there is nothing to worry about when there may be escalations you need to deal with which haven't come through on PSA.

Jordan Getley

This! I've had a support case open with Huntress because I thought this was a fault with our PSA integration. They've just told me the feature doesn't exist which seems backwards to me, surely something as important as a security alert should always notify us.

Eric Henry

Merged in a post:

Escalations notifications/ticketing for repeat alerts through API

Ben Lee

When a different user or a repeat unexpected country login happens, we don't get notifications/tickets created for this with the API function because the previous notification/ticket for the same country has already been created.

Without this, we have to check Huntress to look for any new alerts that were created daily and managing a large number of customers can cause quite a few tickets needed to be manually generated.

November 19, 2024

Eric Henry

Is this the same issue?

https://feedback.huntress.com/mdr-for-microsoft365/p/send-new-alerts-for-new-events-tied-to-old-escalations

Ben Lee

Eric Henry Yes. Though the creation dates are the same for both feedback.

Drew Kenton

Eric Henry I think one of you guys helped me make that one.

Eric Henry

Okay, I went ahead and merged the two together so we'll have a better picture of how many people have voted for this functionality.

Joseph Holcomb

Yes, please! We have escalations that are going unnoticed since they are not generating a new ticket which causes the alert to sit for a day or two until happen to notice it.

Blaine Kahle

We got bit by this yesterday; had a flagged VPN for an account get missed for far too long.