Zendesk is no longer clearing ticket mute for closed tickets

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When the Zendesk integration is enabled, Watchman Monitoring automatically creates the following target extension and trigger. Reviewing the target extension and trigger in your Zendesk configuration may resolve issues with ticket muting for closed tickets.

Target Extension

When the Zendesk integration is enabled in the Watchman Monitoring Dashboard, a target extension is automatically created

Click on the Admin icon or sprocket on the left sidebar.

Admin Sprocket

Select Settings > Extensions.

Settings > Extensions

Click the edit link on the right side of the Clear tickets from Watchman Monitoring target listing.

Target Extension > Edit
  1. The Title should be Clear tickets from Watchman Monitoring.
  2. The URL for the target should be
    https://SUBDOMAIN.monitoringclient.com/zendesk/v1/clear-mute
  3. The Method is GET.
  4. Attribute Name should be ticket_number
Watchman Monitoring Target Extension Example

Watchman Monitoring automatically creates the target extension. Verify that settings noted above match the extension target in your Zendesk.

Trigger

Click on the Admin icon or sprocket in the lower left corner.

Admin Sprocket

Select Business Rules > Triggers.

Business Rules > Triggers

The Trigger should meet any of the conditions of Ticket: Status is Solved or Closed.

The action the Notifications: Notify target action and have Clear tickets from Watchman Monitoring extension target selected.

Trigger: Clear tickets from Watchman Monitoring

Trigger ordering

The Clear tickets from Watchman Monitoring should be moved to the last position, so it is the last trigger executed.

Hover over the Clear tickets from Watchman Monitoring trigger to show the action menu, click on this menu and select Move to last position.

Move to last position

Clearing Disconnected Tickets

If the target extension fails or tickets are deleted, there is potential for plugins to appear with a green ticket.

Watchman Monitoring will normally generate a new ticket and mute the plugin with the new ticket number.

From the Plugins Results are of your Dashboard, you can search for Plugin Mute State of Ticket Mute, and Plugin Status of All Clear.

Search: plugin-results

Select the plugin(s) you would like to clear, or select the top-most checkbox to select all search results.

Select plugins to clear

Click the Bulk Muting Options... button.

Bulk Muting Options...

Select the Reset All button, and then click Save.

Reset All Muting Options.

This process will clear the Ticket Number Mute from the plugin(s) selected.


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