Alerts keep reopening old SNOW tickets instead of making new ones | Product Discussions

najeeali · 2023-08-28T21:00:44Z

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

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Alerts keep reopening old SNOW tickets instead of making new ones | Product Discussions | LogicMonitor Community