NeophyteBypass or update logic to clear alert (LogicMonitor to ServiceNow Integration)
Hello.
I recently executed a use case where the following steps occurred:
- Alert triggers in LogicMonitor and creates an incident in ServiceNow
- The assigned team who works the incident, assigns it to the appropriate team/team member
- The team/team member remediates the alert, adds their comments to the incident, and resolves the incident
- Once LogicMonitor sees the alert has been remediated, it makes the http rest call to resolve the incident
What's happening currently is although the user resolves the incident, LogicMonitor will still proceed with resolving the issue based on the alert status "Cleared". When that happens, the predefined values from the payload are replacing the information provided by the user. I understand if I delete that alert status under HTTP Delivery, this would ultimately resolve my issue. Another alternative would be to remove the key-value pair from the payload that updates the Resolution Notes section of the incident.
Is there a way for LogicMonitor to recognize the incident currently has a resolve status and not proceed to update the incident without me having to remove the Cleared status?
Thanks.
I don't consider an issue to be resolved unless the alert has also cleared
Truer words never posted.
Instead I would suggest that clearing in LM just adds a note to the ticket that it has cleared but the engineer would review it to confirm it's really resolved.
Agreed 100%.
