ServiceNow Integration - Auto closing alerts

Question

Greetings!Our ServiceNow/LogicMoitor integration has been in place close to 2 years now.  Recently, one of our Infrastructure Engineers asked if it were possible to delay the auto-resolving of a ticket if it's actually being worked by someone. We have run into scenarios where a ticket gets created, an Engineer gets assigned the ticket, they are actively investigating the issue, the alert clears, and the ticket gets auto resolved, and the Engineer doesn't get credit for working the tick...

Edward McGowan · Accepted Answer

Hi RickRod​  - This is wouldn't be supported by LogicMonitor, but is possible via a ServiceNow Business Rule or a customization of the Transform Map in the LogicMonitor Incident Management app within your ServiceNow instance