Health Monitor - A silence wasn't honored
You created a silence, but a new ticket still opened for that subject. Here's how to figure out why. For admins running maintenance windows.
Step 1 — Confirm the silence is still active
Open Health Monitor → Silences (the tab on the Health Monitor page). A silence only suppresses tickets while it's in the Active silences list:
- Not listed? It expired. Silences are time-bounded — when the window ends, the next unhealthy event re-enters the normal debounce path and can open a ticket. Create a new one, or set a longer duration (up to the 90-day maximum).
- Listed, but the ticket opened before the "until" time? Continue below.
Step 2 — Check the silence matches the subject
A silence is per-subject — a specific device or a specific integration. A ticket fires anyway when the silence doesn't match the subject that went unhealthy:
- Silencing the integration does not silence every device behind it, and vice versa. If a device fired, confirm you silenced that device (not just its integration).
- Silences apply only to device and integration subjects. Spaces and other subject kinds can't be silenced.
Step 3 — Remember what a silence does not do
- It does not resolve a ticket that was already open when you silenced. That ticket stays open — resolve it manually.
- It does not pause health observation. The subject's status keeps updating on the Health Monitor page; only ticket creation is suppressed.
The fail-open behaviour
If the monitor can't read your silences (a rare storage glitch), it deliberately opens the ticket anyway. A ticket during a silence the monitor couldn't see is safer than silently dropping events during a real outage. A ticket that fires against an active silence in that situation is expected; resolve it once you've checked, and the silence resumes once the underlying glitch clears.
Note: Removing a silence is immediate — the next unhealthy event can open a ticket right away.