Incident acknowledge from SNOW to LM

I haven't used ServiceNow (SNOW) in a while, but I'm not clear on your issue. So when you ACK (acknowledge) an Alert in LogicMonitor, I believe it will add an internal work note in SNOW for the incident (INC) ticket.

Is there some process you want to happen when you do something in SNOW (I'm not aware of any "acknowledge" options in SNOW), perhaps assign a ticket to someone, that will acknowledge the alert in LM?

Hi Mike , thanks a lot for replying .

let me explain my issue in detail , case1 --> i am using snow as an ITSM tool , when any new alert gets triggered in LM it creates an incident in snow with new state , when i acknowledge the alert in LM then incident state gets updated from new to acknowledged.

2nd case --> when any new alert gets triggered in LM it creates an incident in snow with new state . when i changed the state manually in snow from new to acknowledged then the alert in LM doesn't gets acknowledged due to which 2nd stage in escalation chain gets triggered even after the inc in acknowledged in snow .

any 1 having any idea of this ? 

Hi malam1 ,

See the "Adding Acknowledge Option to ServiceNow Incident Form" section of this support article, I think it should address you problem.

https://www.logicmonitor.com/support/servicenow-incident-management-integration