Hi All, We are experiencing an issue in Solarwinds-ServieNow Out Of the Box integration method i.e. via Service Now Create Incident Action.
Below are the configurations we have done -
1. Service Now Create Incident Action is configured in Trigger Action.
2. No action is configured in RESET Action since we do not want to close ticket automatically (It needs to be closed manually).
Issue -
Sometimes when any device goes in down state - instead of creating of a new incident we get the old incident updated in Service even though ticket is already in closed state.
In that case - Incident state remains in Close State while we get work notes updated as - Incident has been re-activated and we can same old incident in Solarwinds Active Alerts.
Has anybody seen this issue before and if yes then what is the resolution for the same.
