- Is the alert actually resolved? Note alerts like Event Log alerts don't actually auto-resolve
- Was the ticket already closed and re-opened (Check PSA provisioning? Alert resolution closing tickets only can happen once per ticket.
- Do they have repeating/related alerts rules set up? Multiple alerts may have been posted to the same ticket
- In PSA, do they have "duplicate ticket handling" setup? If this is the case, ticket notes on an example ticket will likely show "duplicate ticket merged" notes. This can also interfere with auto-closing
Autotask PSA Integration: Tickets Not Resolving When Alert Is
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