I don’t use the Kaseya DeDup at all and do not have ANY escalation procedures as All our escalations are done in Connectwise
I have my own simple yet complex set of Stage and Change Procedures that use SQL commands to look for matching tickets and some VB running via SD Steps and some more VB run as an agent procedures on the VSA to make it all work
Sound messy but it works well.
With this I have managed to not only eliminate duplicates , but also eliminate seemingly unrelated duplications by using a table I have created in SQL
It allows me to dedup based on :
1) An exact match i.e. Same Group , Machine , Subject etc.
2) A Partial Match i.e. Same Group and Same Subject
3) A Partial Match i.e. Same Group and Similar Subject of “%Patches Pending% “
4) An unrelated match i.e. Same Machine with Subject = “..Low Disk..” matches Same machine with Subject “%MSExchange%”
Etc.
Still find it Odd you can’t close a ticket though
I know that Connectwise KSPA does fire the Change Procedure for me , so have used it to trigger a close but currently the method I use is I have a custom field called “Can Close”
As I work through all my stage and sub procedures if at any point I determine the ticket can be closed I set the Custom field to “Yes”
And I have a final step in the process that check the field and if Yes sets the stage top closed , otherwise it leaves it open