Syncro - Option to not change ticket status after incident
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Nate Patsch
Currently, when an incident is resolved in Huntress, the corresponding ticket in Syncro is also change. We can control what status it's set to, but I would like the option to just not change the ticket status at all. After we resolve the incident in Huntress, there is often follow-up conversation with the client and having Huntress change the ticket status is disruptive to our process and has caused a lot of confusion for our team already.
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Kirk Engard
This design choice is wild to me. I Can't close any of these incidents in Huntress because if I do it will mess up our billing. I'm going to let them sit there. There are only a few now but they will start to pile up. Soon there will be dozens, then a hundred. One day someone else will see them and close them. It will be hilarious because hundreds of "New" tickets will appear in our system when they do. It's really easy. Don't force me to pick a new status when I close an incident. I mean it, Huntress. Stop what you are doing and change the code today!
Canny AI
Merged in a post:
No setting to bypass changing PSA status on resolution
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Jesse S Grant
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Jesse S Grant
There is no setting to not chnge the status of the ticket created in the intigrated PSA. There is no definitive status the ticket should be in when someone resolves the Huntress incident. If I've already resolved it in the PSA i dont want Huntress to open it up again be setting the status to New which is the default. And if I or someone is still using the ticket to put notes in or research something or whatever I dont want the ticket to resolve because it was resolved in Huntress. I'm stuck with just leaving it as is with the ticket reverting to New status when I resolve it Huntress.