Alerts keep reopening old SNOW tickets instead of making new ones

Good afternoon @najeeali,

The out of box logic for the ServiceNow integration should be preventing this behavior from occurring, so you may wish to open a support case for us to take a closer look as to why this isn’t working as expected.

With that said, our solution engineers have found this logic can be supplemented by adding a business rule in Service now that changes x_lomo_lmint_logicmonitor_alert_state to false when an incident is closed in ServiceNow, to forcibly prevent potential matching of closed incidents when new alerts are routed through the ServiceNow integration.