Key Features:
- Ticket creation
- Synchronized alert/ticket acknowledgement
- Ticket updates
- Ticket closure
- Ticket reopening
- Ticket storm suppression
- Supports multiple ServiceNow instances
Release Notes:
Due to changes in ServiceNow platform, integration can no longer support legacy or custom fields for managing states so we are moving back to using 'state' field instead of 'incident_state' on 'incident' table.
Improved acknowledge functionality. We now detect if the change was interactive (done by user) and only such are considered as an acknowledge.
Just wondering what this means for the 200+ Alerts I've defined that have the action to open a ServiceNow incident. Am I going to have to go through and touch each one of them for the State value under the Incident Details where I use "New" and then again under State Management where I use Reset state "Resolved", Reopen state "New", Acknowledge State "None", Close code "Closed/Resolved by Caller"
