ServiceNow integration question - "Assigned to" field clearing

Solarwinds->ServiceNow integration is quite impressive.

Here is my challenge and wondering if any had same and found a solution.

When Solarwinds alert gets triggered and ServiceNow incident is in Resolved state. Incident gets re-opened as wanting, but is it possible to have Solarwinds clear the Assigned To field that was populated in ServiceNow? I don't see this option under State Mangement.

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vinay.by

Sorry but just another view on this topic, I fully understand this option is unavailable at the moment but cant ServiceNow folks create a rule on their end ? When the incident state is set to New can't they create a rule which will clear the Assigned To field and make it blank ?

vinay.by

This is what I was talking about

https://community.servicenow.com/community?id=community_question&sys_id=91768fe1db1cdbc01dcaf3231f9619a3

Hope it helps.

zkahl

Thanks for your input Vinay. Yes that maybe our only option is to have ServiceNow do this. We have few NMS using ServiceNow and Zenoss can reset this value but others can't. We may have to look at rules in ServiceNow for this now. Thanks.

jm_sysadmin

I don't let Orion re-open anything. We let the alert close the incident, and not re-open it. Then the new Incidents are assigned normally.

zkahl

Thanks for link. I will share this with our ServiceNow admin.

zkahl

Hi Jim, Yes I know this is an option. But our support wants to re-open incident if it re-occurs within 7 days. So just checking all my options.

vinay.by

Cool @jm_sysadmin , looks like our friend @zkahl here works for a firm who indeed have stringent ITSM policies, I wouldn't blame him though

vinay.by

lol knew it

jm_sysadmin

Yup, I get it. Hope he finds what he needs.

zkahl

Its a challenge when your company has 100s incidents a day, so you can understand how they can make less incidents when ones already opened. And if assigned user is off that time or day, they want field cleared so someone else can grab incident. I am just Solarwinds Admin, so trying to help here with ServiceNow ticketing