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Level 10

Additional ServiceNow integration documentation?

NPM Admin guide has enough info on ServiceNow integration to get the two systems connected, and a bit on using variables, but not much else.

My main question, is there more in-depth documentation on configuration changes that can be made to modify the behavior of the integration after it is established.

The reason for my question: I have the integration working, INCs are being created and updated....ServiceNow Incident resource, when viewing an alert properly shows the related INC...but if an alert becomes true a second time (days later after the original INC had been resolved and closed), it only adds additional updates in the stream of the original INC rather than opening a new INC.    I'm somewhat expecting to be advised that this is expected behavior, but it not ideally how we would like for it to behave, hence my quest for additional documentation on what, if any, modifications can be made to the integrations behavior.

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Level 13


For your particular problem you should define proper "Closed States" incidents in our applications in ServiceNow side

That means if alert will be retriggered it will check the incident state and if it is in your defined closed state, instead of update incident it should create new one.

2016-07-19 14_32_36-ServiceNow.png

If this functionality is not working don't hesitate ask here or create support case and put number here.

More info about ServiceNow action you can get from:

Create a ServiceNow incident

or general about integration:

Integrate an Orion Platform product with ServiceNow 

We will try add more infomation about "SolarWinds Alert Integration" in the future.


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Here is the response I am getting from SolarWInds support:  (Case # 1018792)

The query you had about re-opening closed incidents would be out of our support boundaries

Service Now is not officially supported by NPM as per the article below:

Service Now is a 3rd party tool that you can integrate with Solarwinds, however this is not our product and we don't have support for it.

You should be able to find your answer by researching the Service Now knowledge base or contacting their support to find a way to customize the way URL from Solarwinds is displayed.

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