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Service-Now integration

Hello,

I am looking to integrate my Solarwinds to Service-Now for incident creation, have the below query as the environment generates a huge number of alerts:

If in case i do not set the incident to resolve if the alert status is reset, and there is a new alert triggered for the same, will there be a new incident created or can i update work notes on the previous incident which is still open?

Thanks in advance.

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superfly

According to https://www.solarwinds.com/topics/servicenow-integration you can "Program existing tickets to be reopened or updated based on alert conditions in SolarWinds"

But generally speaking each alert creates a new ticket.

s-bolyard

Depends on how ServiceNow is configured when a ticket is closed. I ran into problems where we had a 7 day grace period before the ticket would go from a Resolved state to a Closed state. There were times that the device would go down again during that 7 day grace period and SolarWinds would update the Resolved ticket and not create a new incident. I had to have the ServiceNow admin create an exception that any tickets auto-generated by SolarWinds to bypass the grace period and flag it as Closed.

shuth

This document details how the integration works:

https://documentation.solarwinds.com/en/Success_Center/orionplatform/Content/core-servicenow-how-it-works.htm

If the state of the previous incident is a "closing" or Closed state, SolarWinds will create a new incident. You will need to check with your ServiceNow engineer about what states are "closing".

malasherv

The states we have are as below:

Assigned - when a new ticket is created

Resolved - when it in closing state

Closed - Post 7 days of resolved state it automatically moves to closed.

What i am looking for is not a two way requirement, i only need to create tickets from my Solarwinds and not close them when the alert is reset, all tickets have to be manually closed.

Would the below situation work?

When an alert is triggered for the first time, it creates a ticket.

I set the reset state to "None"

So when this alert is reset, it does not change anything on the service-now ticket.

If i set the reopen state also to "None" and the alert is re-triggered, will i get a new ticket created or will i get note updated?

Or should i set the reopen state to "active" for it to not create a new ticket and just update it?

what i am actually looking for is, unless the ticket is manually closed, how many ever times the alert is re-triggered, it should only update the work notes and not create 1 new ticket for each alert. If the ticket is closing state or closed, it can create a new ticket or reopen the ticket.

smttysmth02gt

Technically "resolved" is still active for 7 days by default, or at least that is my understanding. Yes, that should work fine if your intention is for the alert to create a new incident each time it's triggered. This is the way I have my alerts setup.

smttysmth02gt

After rereading what you are saying, I do not know of a way to accomplish this. I've put in a request to our SN dev staff a while back for the same type of thing. What I would prefer instead of adding notes to existing tickets, is to have new incidents opened, but have them open as child incidents under the existing active incident and automatically close. This way you have metrics easily viewable for how many alerts were triggered during the duration that the existing active incident was open.