We are using the SolarWinds - ServiceNow integration, we are using the functionality to open, resolve, reopen incidents where they have not been in the resolved state for more than 7 days (after 7 days the incident is closed and a new INC would be opened).
When an incident is re-opened there does not appear to be a way to update the description or to add work notes with the new status/details.
For example:
If disk "C" breaches originally, is resolved and then subsequently disk "D" breaches, the original alert is re-opened advising that disk "C" has an issue (incorrectly).
I have spoken to our Professional Services provider and they have advised that this is a limitation of the integration.
I have also raised a support case (Case # 00937863 - SolarWinds - ServiceNow Integration - Updating the ServiceNow work notes) where this was confirmed.
Our ITSM process is to re-open existing incidents if they are less than 7 days old (after 7 days they are automatically closed and this is not an issue).
Given that worknotes is a field that can be completed by the SolarWinds-ServiceNow integration, please enhance the integration to allow SolarWinds to update the worknotes with the current information when the incident is re-opened.
I appreciate that we could use the integration to close the existing incident, but this would deviate from our ITSM process.
