Thanks Paul.
We actually use KPSA with 6.3 and AT as well.
We have dedup setup and working exactly how I want it. The solution is really good, and didn't involve stepping outside the box. We never create a new ticket for the same alert on the same machine. We always use the same ticket (in both autotask and kaseya)... regardless of if it is closed or open. It effectively creates a NOC style board in autotask (we have the tickets auto close when the alert clears). I reopen them in a "ticketmapping" procedure if they have been closed by kaseya.
Unfortunately, our Operations Manager wants to try it a different way.
I only have two real problems.
Ticket Change procedure doesn't actually fire when KPSA changes the status of a ticket to complete (which is what happens when someone closes it in Autotask).
I have overcome this by having an escalation procedure run every minute, and it uses logic to deduce if the ticket has been closed.
My next problem is that I cannot actually "close" a ticket from a procedure.
I have managed to move the stage into "Close" and I have an SQL update which changes the isTicketClosedFlag.
For all I can see, the tickets are closed, however, the "isDuplicateRequest" function (in the dedup procedure) with our newly added "include closed tickets" parameter set to "False" still doesn't recognise these tickets as closed.
I now have the full scenario working... with an ugly hack. I am archiving the ticket (using SQL update in a procedure triggered by the escalation procedure) which really does blind the "isDuplicateRequest" function in the dedup procedure.