Notifications for Automated Updates to images are creating too many false positives

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Robert Reid

We schedule our client image to update on a monthly basis and as part of the schedule we have error handling set to retry once. I also have a notification setup to send errors to our PSA. The problem I have is that if the image fails on the first try the notification is sent to the PSA opening a ticket. 9 time out of ten the job completes properly on the retry but yet I have a ticket that one of my techs now needs to validate that the Image is good. It would be nice if the notification was only sent once the job is completely finished after all failure actions. I have also noticed that Completed:Cleanup shows as a success, but yet the set as image failed so it should be an failure. This would also need to be alerted on.

Examples:  I hade 10 failure tickets this morning and out of the 10 only 1 was a true failure. With me being very well versed in the NMM portal it still took me 30 minutes to go through all of the tickets to ensure they were indeed failures. Also the 1 that was a true failure showed and Completed: cleanup

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Andy Weidner

Hey Robert, 

Thanks for the feedback! This actually sounds like an issue with Nerdio Manager for MSP and not a feature request. Do you have a support case open?

Thanks

Andy Weidner

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Robert Reid

Andy,  I opened a support request first and was told to open a feature request as it is not possible to do at this time.

 

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Andy Weidner

Sounds good,  I'll reach out to them! Notifications with PSA Integration should be stateful and track subsequent job runs to resolve the ticket so this sounds like a bug. 

Thanks!

Andy Weidner

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John Tokash

Andy Weidner  - I suspect, if this is NOT a bug, just a gap, there there is a solid idea here on how to make it better.   Add filters or criteria to the notification so that one could select what result status goes to the PSA.

While I am not engaged with an integration to a PSA, I find a similar challenge with email based notifications.   If a retried task like image capture failed once but was eventually successful, we still get the error notification.   I appreciate seeing it so we know that something was not as smooth as expected, which could be an early indicator to a larger issue.   However, if we were generating tickets for an engineer to review, as Robert Reid  indicates, this can get noisy and wasteful.  

What I'm saying is, for anything that spins off this as a feature improvement, consider more flexible controls as to what might trigger notifications (or outbound changes for a PSA).  

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Robert Reid

Andy Weidner  I should have been more specific, when I say it is opening tickets in our PSA it is via e-mail notifications. I do not have my PSA integrated to NMM.

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