2 of 2 people found this helpful
In ServiceNow you have Configuration your closed states.
What you can do is:
1. Go to the ServiceNow to Solarwinds Integration
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.
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.
Thank you Lada! I had the same problem, with the above solution all okay now.
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.
1 of 1 people found this helpful
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.