NeophyteNeophyteHi 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 .
