Work

Built · MONITORING TRIAGE

Monitoring Triage Console

Monitoring produces the same handful of alerts every day, and the PSA turns each one into a multi-screen round trip: open the ticket, add a note, enter time, set status, go back.

Recurring alerts resolved without spawning duplicate tickets

  • PHP
  • Autotask REST
  • Autotask SOAP
  • MySQL
  • JavaScript

The actual problem

Multiply that round trip by a morning queue and the tooling costs more than the alerts do. Worse, when re-entry is expensive, recurring alerts get handled by creating fresh tickets instead of resolving against what already exists, and the ticket history stops meaning anything.

Build

  • Dashboard covering open tickets plus completed-today and completed-this-week counts.
  • The monitoring queue on one screen with inline work notes, time, work type, and resolution status.
  • Submitting creates the time entry and moves ticket status in a single call.
  • Recurring alerts resolve against the existing ticket rather than spawning a new one per occurrence.

Implementation detail worth mentioning

Engineers, roles, statuses, and work types are cached from the PSA reference data and refreshed on demand. Round-tripping those on every page load made the console slower than the interface it was replacing, which defeated the entire point.

Access

Multi-user with per-user API credentials, encrypted at rest, and its own session handling. It runs internally rather than being exposed publicly.