I have first level support actively monitoring the ‘Alert list’, and if they check the alert they can create a trouble ticket about the case. But then they will ‘Acknowledge’ the alert so it is not in the alert list anymore. And they would write what they did about the alert under ‘Notes’. Problem is only Administrators seem to be able to use the ‘Notes’ section.
This would really help them manage the alert list and people can know the reason why some Alert is ‘acknowledged’ directly in Librenms system.