Adding descriptions to tickets created in SDP On-Demand portal

When do we have descriptions added to tickets created in the SDP On-Demand portal?

A down/trouble scenario will be opened as a ticket in ServiceDesk Plus (SDP) On-Demand portal on integration. Once the monitor reverts back to the Up status, the ticket will have the downtime details added as a description and will be closed automatically. 

In case there is a status change, say from down to trouble or vice versa, the status change will be added as a description to the old ticket, thus avoiding duplication.

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