To give you a background, I've successfully integrated SNow with SolarWinds on my previous company but on my current company it won't. We have a very customized SNow instance. We don't use the default incident fields, so we enabled the close code to test the automated INC creation and auto closure. The auto ticketing works but the fields for close code doesn't show on the state management so I can't setup the auto closure of the ticket when the alert has been reset.
Kindly see the image below for your reference when I'm trying to configure the state management.
The state management only uses the default ticket fields. It would also be handy when we can customize the state management further. Say we use closure code instead of the default close code to close an incident ticket.
