Hi Thomas,
Tickets being closed automatically although issue still persist and no new tickets getting generated, auto close rule will be applied only after 14 days and here tickets are getting closed after couple of days when engineer looking at the issue and issue has not fixed.
Therefore its very difficult for engineer also to keep track of issue as after some time tickets getting closed and going out of their radar.
These are string based log file alerts, therefore there is no chance of auto clear because we have not configured anything that when "failure" string won't be there in log file then alert should be closed as "update" scan mode always start from the last read location.
Please help that why its happening in this scenario where tickets should always closed manually not automatically and it might lead to severe consequences as teams will lose alerting of critical servers log files.
Regards,
Manish Sharma