Forum Discussion

najeeali's avatar
najeeali
2 years ago

Alerts keep reopening old SNOW tickets instead of making new ones

Hello,

My team is experiencing an issue where alerts on an device reopen old Service Now tickets rather than opening new tickets. Is there a way to fix this?

For example, OfficePrinter#1 has a print job get stuck in its queue, and that LogicMonitor alert generates a SNOW ticket. We acknowledge the alert in LogicMonitor and close the ticket.

However a print job gets stuck every couple of months, which reopens that same ticket each time.

These reopened tickets also reopen in the queue of the last person that closed them. This is a problem for my team when tickets reopen in the queue of termed or OOO employees. It’s easy to lose track of them.

I’d appreciate any direction in fixing this.

Thanks in advance,

Najee

ServiceNow
  • tswisdom's avatar
    tswisdom
    2 years ago

    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.

  • najeeali's avatar
    najeeali
    2 years ago

    Thanks @tswisdom!

    I’ll coordinate with our SNOW guy to see if he can coordinate with Support.

  • tswisdom's avatar
    tswisdom
    Icon for LM Conqueror rankLM Conqueror
    2 years ago

    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.