Assistance with SCOM Bi directional

[Nellenise]

Issue Description:

We have a bi-directional setup in ServiceNow for the SCOM connector. Currently, the behavior is functioning correctly from the ServiceNow side, as incidents are being closed successfully within ServiceNow. However, the corresponding incidents in SCOM are not being closed as expected.

Details:

• ServiceNow Incident Closure: Incidents are being closed in ServiceNow without any issues.
• SCOM Incident Status: The incidents remain open in SCOM despite being closed in ServiceNow.

[Kiran Teja1]

Hello Nellenise,

Could you please confirm whether SCOM alerts were ever successfully closing when the linked incidents were closed in ServiceNow? Or has this behaviour been inconsistent or non-functional since the initial setup of the bi-directional integration?

This issue typically occurs when the bi-directional setup is incomplete or misaligned. Common causes include incorrect state mapping, insufficient permissions on the MID Server or SCOM account, connector misconfiguration, or polling delays.

Please consider the following as a starting point for your investigation:

Connector settings   
Ensure bi-directional sync is enabled and closure states are correctly mapped.

MID Server Must have PowerShell 3.0+, run under a domain account with local admin rights, and be in a healthy state.

Service account Requires read/write access in SCOM via the SDK/API, not just read-only.

Logs Review the ECC Queue in ServiceNow, MID Server logs, and SCOM logs for any failures or missed updates.

Compatibility Confirm that your SCOM version is supported by the connector.

Polling  Keep in mind that updates may not be instant; review the polling interval settings.

Next steps: Please validate the permissions and state mappings, run a test closure scenario, and review the logs for any errors. In most cases, the issue is due to insufficient rights or mismatched closure state mapping between ServiceNow and SCOM.

Best regards,
Teja

[Nellenise]

Good Morning Teja

Thank you, i will try this and look on this and get back to you. 

Regards

Charlene