Hello, I am new to solarwinds. I am attempting the NPM/ServiceNow integration and it seems to work mostly as documented. However, I have not been able to get acknowledgments to work in either direction.
Here is what is stated in the NPM documentation for servicenow integration. This has not worked for me in either direction. Any advice would be appreciated.
... an alert is acknowledged in the Orion Platform?
When the alert is acknowledged in Orion, the associated ServiceNow incident receives a work note. If the incident is untouched (in the new state), it will transition to the defined acknowledge state.
... an incident state is changed in ServiceNow?
For example, when a technician takes the ticket in ServiceNow and starts working on it, the alert is acknowledged in Orion.
When the user changes the incident's state to a reset state in ServiceNow and the alert that created this incident is still active in Orion, it will transition to the reopen state.
