Acknowledgments¶

An acknowledgment lets you silence a problem you already know about — without hiding it. An acknowledged entity keeps its true state and score and is still monitored; stateful alerting simply stops re-notifying you. The key idea: ack suppresses notifications, not state.

The Manage TrackMe Acknowledgments dialog is the central place to review and set acks: the table lists each acknowledged entity with its type, expiration, source, captured anomaly reason and comment, and the lower panel creates or updates an ack — pick a duration, a type (sticky / unsticky), and add an optional note that is logged for auditing.

Sticky vs unsticky¶

Kind	Behaviour
sticky	Never auto-expires — it stays until you clear it (or it is revoked by a reason change). Means “known and accepted; don’t tell me again.”
unsticky	Auto-expires after `ack_period` seconds (default 24 hours). Means “I see it; give me time to investigate.”

An ack records who set it, a comment, the kind, and its expiration. Re-acking an already acknowledged entity extends it.

Creating an ack¶

In the UI — the entity’s Ack action; set (and later extend) the expiration, add a comment, and remove it at any time. Acknowledged entities show an “eyes” icon next to their status.
Automatically — the auto-ack alert action can acknowledge an entity whenever an incident opens, with a configurable period and kind (see Stateful alerting).
Programmatically — through the acknowledgment REST endpoints.

A background sweep (every ~5 minutes) clears expired unsticky acks; sticky acks are never swept.

Reason-change revocation¶

By default, TrackMe revokes an ack automatically if the entity’s anomaly reason changes. Each cycle it compares the current reason against the reason captured when you acknowledged; if they differ, the ack is revoked and a fresh alert can be raised. This prevents silent escalation — an ack for a delay problem will not quietly mute a new, unrelated latency problem on the same entity. This behaviour was introduced in TrackMe 2.0.97 and is tunable under Configure → General with three options: Expire Ack on anomaly reason change behavior, …min time since, and …only for auto ack. Ack activity is audited and reviewable in the entity’s Audit tab.

What ack does and doesn’t do¶

Ack suppresses	Ack does not change
Stateful-alert update emails	The entity’s true state and score
(the record still updates internally)	Monitoring and visibility in the UI
	The disruption queue / grace behaviour
	Notable events — notables ignore ack entirely

Note

If acknowledged entities are still emailing you, set email_send_update_if_ack_active to off. If an ack expired sooner than expected, it was probably unsticky (24-hour default). To silence everything for an entity regardless of reason changes, disable reason-change revocation at the tenant level — but that is unusual.