We use an RMM package called Atera and are attempting to use it to automatically generate tickets when a machines/resource goes down. Generating the tickets is the simple part, but I'd like to be able to automatically close tickets if the issue resolves itself.

The way it works now is if Machine A goes offline, it sends an alert email generating a ticket with a subject like "Alert; (Customer Name > Monitored Machine) Problem". When the issue is resolved, it will send another email with a subject like "Alert; (Customer Name > Monitored Machine) Resolved".

What I'd like to do is to match the resolved notification with the initial alert notification and close the correct ticket. I'm at a complete loss as to how to do this, though. Any help would be greatly appreciated. Thank you.