Are you using the System Monitoring plugin? It does some amount of sanity checking about existing tickets. We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket. Thanking you in Advance. Sharan