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ServiceNow - Solarwinds integration

Hi experts,

we have recently integrated our SolarWinds tool with ServiceNow ticketing tool in QA environment. From that we have couple of queries, kindly help us with that.

Same incident to be opened within 24 hours for the same issue (which means for a application , CPU is spiking above and below intermittently , hence the incident is going to "work in progress" and "resolved" state simultaneously. But after 24 hours we want new ticket to be open. Our ServiceNow team also confirm that they have set the same mechanism , but the thing is the incident should be in "resolved" state for 24 hours and it should not change to "work in progress" again , then only that resolved state will change to closed state and new incident will trigger after 24 hours. Please help me in this case , what i have to set in "RESET STATE" & "REOPEN STATE" State in "Solarwinds"

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jere557

I'm trying to understand exactly what is being asked.

So you want ServiceNow to reopen a ticket if an alert comes in for the same issue more than once in a 24 hour period, but if it's more than 24 hours then that ticket should be "resolved" and a new ticket should be opened as it's considered a new issue?

Do you have an alert suppression timer set in your trigger condition? A "Condition must be active for 5 minutes" suppression timer may help all the spikes that you don't necessarily need to alert on. If it's a spike and it went back down, what are you going to do with that in an alert? Generate a report for that kind of stuff, but an alert like that can train users to ignore alerts.

vinay.by

Can you paste the alert trigger condition, clear condition, trigger action and clear action on this thread ?