Find and update existing ticket

Help & Questions
1

I’m sure this is possible, but I need some tips on how I would approach this scenario.
We use CIPP for M365 management. I recently just started using alerts from CIPP to generate tickets. One alert I have built a rule for is Mailbox Quota greater than 90%. The ticket is created, contact attached to the ticket, contact receives an automated email with tips on regaining capacity, or to reach out for assistance. The alert runs once per week. The issue is if a ticket is not closed within that 1 week time span, a duplicate ticket is created. I envision a rule that will search AT for tickets for this contact with specific strings in the subject or body, and update that ticket instead of creating a new ticket.

Anyone done anything like this?

2

You sound like you’re on the right track… What’s something in the subject or the body that is the same with both alerts? It can’t be something that changes like the % full.

Then your rule criteria is to look for open tickets for that contact with the matching value in the same location (e.g. in the subject or in the body). Instead of creating a new ticket, you add the new email as an additional note entry onto the already open ticket. I know I’ve seen a few topics in the forum for matching like that.

This is the high level theory, but if you want to post an example of the alert email we might be able to help you craft something if you hit a hurdle.