Send New Alerts for New Events Tied to Old Escalations
complete
Rich Mozeleski
complete
ITDR escalation notifications through email and PSA can now be sent on a per-identity basis. If you'd like to receive an email or ticket for every unexpected login event for every identity, please reach out to Support and we can get this functionality turned on for you immediately.
Rich Mozeleski
Merged in a post:
Alert on Reopened Escalations
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Jon Mainhart
Currently, there is no alert when an escalation is reopened, which can lead to missed updates. It would be beneficial to have an alert system in place that notifies us whenever an escalation gets reopened, ensuring that no important changes go unnoticed.
Rich Mozeleski
Merged in a post:
Create new ticket in Autotask for each new user reported in escalation.
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Artur Gawrych
Let's say I received an escalation with the subject "Unexpected Country - United Kingdom." The escalation involved one identity and it created an Autotask ticket. After responding to and resolving the escalation, I have closed the Autotask ticket.
The next day, I received another escalation with the same subject, but a different user was added this time. This caused the escalation to be re-opened, although the Autotask ticket was not re-opened.
Is it possible to create new tickets based on a user being added to the escalation, rather than creating tickets for the escalation itself?
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Adroel Rostata
Please prioritize this.
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Craig McLaren
I'd love an update on this, causing some incidents to go unnoticed in PSA ConnectWise.
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Jordan Getley
Craig McLaren We've got the exact same. I've got an automatic daily ticket set up in ConnectWise to manually review all escalations to make sure there is a ticket raised for them. It's getting quite tedious and adds a delay to our response time on potential account breaches...
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Steven Hodson
Check this feedback entry which may assist - https://feedback.huntress.com/mdr-for-microsoft365/p/send-new-alerts-for-new-events-tied-to-old-escalations
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Steven Richardson
Just identified this same issue today. Glad you have already raised this.
Simply put - if it's not a ticket, it didn't happen. Every new occurrence needs to be a new ticket.
If the event occurred last week and was resolved then, we don't want to reopen the old ticket. We want a NEW ticket (If possible referencing that this is a re-occurrence and including the original ticket however Autotask PSA does already have the ability to show last 5 tickets per user so not a major)
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Cameron Granger
Merged in a post:
PSA Ticket Creation for Reopened Escalations
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Kyle Sada
We are currently facing challenges with Huntress not creating a new PSA ticket when an unexpected country escalation is reopened due to another user logging in from the same country within the same organization. This requires us to manually monitor the Huntress portal for new escalations, which is time-consuming. It would be beneficial if Huntress could automatically create a PSA ticket for each reopened escalation to streamline our workflow.
Rich Mozeleski
in progress
This is work is nearly complete. For all those upvoting this post, please send me an email at rich.mozeleski@huntresslabs.com with your account subdomain if you are interested in having this functionality enabled.
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Jessica Loveland
Rich Mozeleski Hi Rich, Thanks so much for this update! I'm emailing you with our account information because we are interest in having this enabled.
Rich Mozeleski
Merged in a post:
HaloPSA ITDR Escalations
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Max Polishevsky
Right now when an incident happens in ITDR, we get a ticket created for the escalation in Halo. However, if another user gets added to that escalation, i.e. Out of Country login, we don't get a ticket for the new user escalation, so have to have techs check the escalation to make sure they didn't miss a new user get added to the list. Would be nice to have a ticket created for each trigger instead.
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