Hi community,
I have this situation where an event was sent by Dynatrace with the state 'closing' not associated with the alert with the same message key.
So before checking if it was a bug, I did a test in another instance, generating the events manually.
The process I did was:
Note: I am simulating a real situation. All events below have the same message key.
1- Create the first event with the state "new".
(Here the alert was generated and the first event gets associated with it)
2- Create the second event with the state "new".
(Here the second event is associated with the alert created in Step 1)
3- Create the third event with the state "closing".
(Here the third event was also associated with the alert and changed the alert to the state "Closed")
4- (Here's the problem) Create the third event with the state "closing".
(Here the event was not associated with any alert)
I understand from this test that the alert after changing to the "Closed" state is no longer associated with any state "closing" event, even though it has the same message key.
Could anyone tell me if this situation is considered normal or if it is expected? Is there any workaround we can do (without losing the ServiceNow support privilege on some future occasion) so that the last "closing" event is also associated with the alert?
