We have Integrated Orion Alert with WHD to create incident tickets Which is help us address a lot of issue with respect to opening incident tickets and closing them when the alerts are reset automatically
We have observed the below problem and have some workaround's
Observation 1
Tickets can be raised for any type of alerts network connectivity outages, device failures, threshold ......but only assigned to one ticket request type by default. in my case "IT General" now we can move the ticket to Network WAN link/LAN device/Server available request type based on the criteria "ticket subject" or any thing else using Action rules.
Problem : Any change in the status of the device like reset of alert status or ticket update by tech will bring back the ticket to "IT General"
My Work around : Action rules will need to resend the ticket back to different request type based on the the criteria.
Observation 2 : using the above case if you have some custom fields in the Incident type the above activity will wipe of the custom field data.
Problem: So for example if a network engineer received a ticket for remote device going down & site unreachable and we have custom field to capture the observation in a pop up/drop down list (predefined) after tech selects the item from the list and saves the ticket and to verify the changes he find the selection undone.
My Work Around: "IT General" request type should have all ticket customs field selected allowing the data to flow though the transaction & don't forget to have all tech to be part of IT General request type.
We had a support ticket for this too but Solarwinds support team has requested us to raise a feature request for the the same.
We think this is a bug in the software but as a customer/partner we don't have much choice.
The feature request(FE) hear is stop the ticket from jumping between the incident type back to default request type.