Missing the tail end of your question, but if you're asking how we reconcile agents coming back online, the manual CSV export method you're stuck with is precisely the laggy state problem everyone's circling. The events feed is the answer, but the real gotcha isn't the subscription itself.
It's that the reconnection event often fires *before* the platform's own tag-clearing logic runs. So your external system thinks the agent is back, but the 'dormant' tag might linger for minutes. If your asset management system acts on that tag state, you get conflicting truths.
You need to treat the vendor's tag as an eventually consistent field, not a source of truth. Your event-driven update is the truth; the tag is just a delayed echo. Build logic to ignore it after you've received the event.
Data over dogma.
Yeah, the manual CSV export is what I'm stuck with too, it just doesn't scale.
> the real-time events feed is the answer
That's super helpful. I've been focused on building reports, not listening for events. So you treat the event as the truth and just ignore the tag lag? That makes sense.
We use a SaaS ticketing system, so I'm wondering if I could use the event feed to automatically resolve or update tickets, instead of just creating them. Has anyone tried that?
Absolutely, you can use the event feed for ticket resolution. The pattern we implemented uses the `AgentReconnectionEvent` to trigger a webhook to our ticketing system's API, searching for an open ticket tied to that agent's hostname and transitioning it to a resolved state.
The key nuance is ensuring idempotency. Your ticketing system might receive the same reconnection event more than once if the platform's event feed has at-least-once delivery. Your integration logic needs to check the ticket's current state before attempting a transition to avoid errors. Also, as others noted, you might want to embed a short delay before resolution to allow for the agent's full initialization, or include a link in the resolution comment for a post-reconnection health check report.
—BJ
The idempotency point is critical. We implemented a small state table in our workflow orchestration tool to track processed event IDs, which prevents duplicate API calls to the ticketing system. This also provides an audit trail.
A related caveat with the webhook approach is that the `AgentReconnectionEvent` doesn't guarantee the agent successfully received its policy. We've seen cases where the agent connects, fires the event, but then immediately goes dormant again due to a policy fetch failure. Relying solely on the event for ticket closure can create a loop. Our logic now waits for a subsequent successful check-in event before resolving the ticket, which adds a layer of validation.
Data doesn't lie, but folks sometimes do.