Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials
Store

Servicenow integration conditional ticket auto resolution

I'm exploring the servicenow integration plugin (currently we use an integration method we created) and I would like to know if there is the possibility to have orion auto-resolve the incident ONLY if the ticket in servicenow is in a particular state (i.e. it has been ignored by local it) and not when an operator is actively working on it.. otherwise the job done by the local it will not be traced in the ticket and it appears as if orion auto-resolved the issue where it is not like that.

Thank you.

Find more posts tagged with

servicenow integration

Accepted answers

All comments

jm_sysadmin

I don't see a a way to get that done, but I will watch this thread if someone finds one.

LDave

The only way I found was to move the logic onto servicenow itself.

Thus I don't set anything on orion for when the alert resets, but I use the fact that orion writes a work note on the ticket, to trigger a business rule which manages resolution and reopening of the ticket based on the content of the worknote written by orion and, of course my own conditions.

It seems to work perfectly this way.