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Alerts through the API, duplicate IDs

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Beginner
Posts: 1
Comments: 1

Hi, 

We use the Acronis cyber protect platform to monitor backups for our MSP customers.  the API does reliably give us the alerts that show up in the acronis portal and allow us to act on them through our own dashboard.

 

However, we're noticing that some alerts such as for alert type "SucceededWithWarnings" once an alert is closed, if a new alert is created the next day with the same type it will have a duplicate AlertID field.

 

Our own internal dashboard sees this ID as matching the previous alert and is ignoring it.  We  can work around this, but I'm wondering what the expected behavior should be.  Should new alerts always have a unique Alert ID?  Or is this expected behavior if the alert re-appears within a certain time frame?

 

 

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Acronis engineer
Posts: 0
Comments: 76

Hello Aaron,

It is a design behavior, re-opening old alerts in close time range with the same Alert ID are based on design rules.

I cannot share internal rules. For each type of alert a new alert will be created, each alert type has its own configured reopen behavior, most are with up to 7 days. Already raised and closed alerts can be raised/reopened again in a certain range of time with preserved old/previous ID. New one with new ID should be created if X days passed since the alert was previously dismissed/closed. I am not sure what to advise as we have different rules for the different types (should be up to 7 days for most types) but you can apply some general rule on your side that will check for previous alert ID and assign back to the same closed ticket ID on your side and reopen this ticket as well with the same/or new ID in your platform. The old alert ID should be always raised for the same device under the same customer tenant.

Thank you.

Beginner
Posts: 1
Comments: 1

Thanks for your reply! I appreciate your follow up and this does help me understand what to expect.  We may have our system check if the same alert was recently closed and simply re-open it.

 

-Aaron

Acronis engineer
Posts: 0
Comments: 76

Thank you Aaron,

I am glad to know that the shared details about design behavior will help you solve the issue.

Cheers