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Level 7

Solarwinds \ ServiceNow Integration

Hello,

We're testing the integration between Solarwinds and ServiceNow in our QA environment and almost everything is working very well so far.

One issue that we're having, and that I've been unable to find a way around thus far, is with the integration creating new incidents when alerts and actions are being triggered on nodes that have in the past generated an incident.

For example: we have a node (router) at site A...the integration is set to create a ServiceNow incident after node A is down for 10 minutes. This works perfectly well, we get an incident when node A is down for the specified time and we get all the information we want ported into ServiceNow, no problem.

The issue comes about when, for example, we close the incident in ServiceNow related to node A being down. This removes that incident from visibility in our queue and moves it to resolved. Now, say node A goes down again one week later. Instead of spinning up a new, unique incident, the current integration is writing to the work notes in the old, existing incident. This could be fine (though it would not be ideal) except the problem is that Solarwinds is not updating the state of the incident to 'open' and thus moving it back to visibility in our queue.

I suspect this is associated with the reset actions in the integration, but I've tried several different combinations of reset action and none have fixed the issue.

Anyone with experience getting the integration functioning fully have any insight?

Much appreciated!

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6 Replies
Level 10

Dsla, were you ever able to resolve this by any chance? I'm having the same issue. I would actually prefer that a new incident gets generated as our queues are kind of setup that if it were reopened, it may get overlooked.

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The information provided by LadaVarga about adding the proper close codes within the Solarwinds properties of the SeviceNow integration, along with making sure that you have the "Reopen State" set to "None" within the trigger condition of the Solarwinds incident creation alert, resolved my issue.

Level 13

Hello dsla,

In ServiceNow you have Configuration your closed states.

What you can do is:

1. Go to the ServiceNow to Solarwinds Integration

2017-04-05 10_37_42-ServiceNow.png

2. Set the right Closing states.

3. Every time the new action will be executed and some old incident is already created it will checked if that incident is in Closing State. If yes, it wil create new one instead of update the old one.

If you will have any problem with this don't hesitate to contact us.

Thanks

Lada

Thank you Lada! I had the same problem, with the above solution all okay now.

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Thank you Lada!

Our ServiceNow team has made that change to include Resolved incidents..I will have the opportunity to test further tonight and will let you know how it goes.

Much appreciated

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Hi, Is your issue got resolved .

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