N-central Help

Specify how SolarWinds N-central tickets repeat failures

After a ticket has been closed, an issue may reoccur on a device within a given time period and remain associated to the service.

You can specify how much time SolarWinds N-central should wait before creating a new ticket on an issue. If a service on a device goes between Normal and Failure, during a configured time period, SolarWinds N-central creates only one ticket and appends notes to the ticket as each transition occurs. Once the time has elapsed, SolarWinds N-central creates a new ticket for the same service issue.

You cannot update or view Tigerpaw tickets in SolarWinds N-central.

  1. Click Administration > PSA Integration > Ticketing.
  2. Click the name of a ticketing recipient.
  3. Click the Notification Settings tab.
  4. In the Handling Repeat Failures area, click the option Reopen tickets within and set the number of hours.
  5. Click Save.

Once the service transitions back to a Normal state, and the time period has expired, if the Notify on Return to Normal was enabled when the original ticket was created,SolarWinds N-central generates a new ticket when the issue occurs again. If the Notify on Return to Normal not enabled when the original ticket was created, SolarWinds N-central appends a note to the existing ticket when the issue occurs again.