Auto-Closing Incidents Triggered by Logic Monitor Integration

[lvenna]

Hello All,

We are experiencing an issue with Incidents created through the Logic Monitor integration. These incidents are generated for collector failovers, and the failover details are included in the Incident description.

When the failover is restored, Logic Monitor sends a notification, which is added as a work note to the Incident (e.g., indicating that the failover is back online for the collector). However, the Incident is not automatically closing based on this update.

Currently, users are manually closing these incidents, and when the same collector goes down again, the Incident is reopening as expected. If I implement an auto-close mechanism, it should not interfere with this expected reopen behavior, even if the Incident is in a closed state.

Is there a recommended approach to configure these Incidents to auto-close when a specific work note is added by the Logic Monitor integration (for example, when the work notes states that the failover has been resolved and the collector is back online)?

Any guidance or best practices would be greatly appreciated. Thank you!

[Bhuvan · Accepted solution]

@lvenna 

Please see below for LogicMonitor documentation that explains how collectors are monitored and alerts are generated & cleared. I am not sure why your LM team are saying alerts will not be auto-cleared when that should be the case. You can request them to check with LogicMonitor support team to clarify on this if needed.

There are multiple scenarios when it comes to collector failover, failback and related alerting configuration. I have extensively worked on Monitoring & Event Management tools and integration with ITSM Systems for different vendors. Collectors are remote agents that collects data from underlying Infra components on scheduled interval [5 minutes, 15 minutes etc.,] and collected data would be compared against thresholds defined for the monitored attributes. When threshold is breached, alert will be generated in the system and can be integrated with ITSM system for automated incidents and acted upon to restore the services & monitored components.

In Production environment, collectors would be configured in High Availability and sometimes HA + DR setup. When a Primary collector goes down, Secondary collector automatically picks up data collection jobs and starts collecting the data. In this example, typically there will be 2 alerts, one for Primary Collector going down and another for data Collection being impacted. Based on failover configuration, Secondary collector will start picking up data collection jobs and data collection will resume. By this time, data collection impacted alert should be auto-cleared and Primary collector down alert would remain open. When Primary collector is back online, related alert would be cleared and depending on your failback configuration, data collection will be either from Primary or Secondary collector. At a high level, this is the same mechanism for all the vendors for Monitoring and Event/Alert Management.

LogicMonitor - ServiceNow integration uses import set and transform map for the integration. 

https://store.servicenow.com/store/app/acdbabea1b246a50a85b16db234bcb15

If LogicMonitor Product team confirms this is the expected behavior and your team has configured collector failover alerts correctly, you can try below approach

Identify the Transform Event Script that carries out incident updates and add a condition to check for the alert category or unique filter condition for collector failover alerts and work note contains collector is back online [these fields will be part of import set table] and update incident state as per your requirements. This will make sure you are not introducing additional script or Flow Designer Action outside your integration and will be handled as part of existing configurations.

I hope you appreciate the efforts to provide you with detailed information. As per community guidelines, you can accept more than one answer as accepted solution. If my responses helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ankur Bawiskar]

@lvenna 

My thoughts:

Step	Description	Key Details
Trigger	Use a After Update Business Rule on Incident table	Trigger only on updates, check if work note was added
Work Note Condition	Check latest work note content for phrases like "failover has been resolved" or "collector is back online"	Filter by Logic Monitor user or integration user ID to avoid false triggers
Auto-Close Action	Update Incident state to Closed (state = 7) with close code and close notes	Set close_code, close_notes with context on auto-closure
Preserve Reopen Behavior	Do not alter incident reopen logic; allow incidents to reopen on new failover events	Auto-close only on recognized resolution work note; reopening is unaffected
Audit & Traceability	Optionally add comments for traceability	Helps audit who/when incident was auto-closed

If my response helped please mark it correct and close the thread so that it benefits future readers.

[lvenna]

Thank you for the information,

Can you please help me with the following:

I am creating a Business Rule. Could you please clarify whether I need to add a query to filter the incidents so that the rule only applies to those where the work notes contain the phrase “failover is back online for the collector”?

If a query is required, how should I structure it to filter incidents based on that condition?  If it is not required, what would be the best way to achieve this functionality within the Business Rule?

Laxma.

[Dr Atul G- LNG]

You can mention in the Flow trigger that the Resolution Note should include:
“Failover is back online for the collector”.
Then, update the state via the same flow.

[Ankur Bawiskar]

@lvenna 

yes in script you can get the work notes latest value and check the index and search your text

BR: After Update

Condition: Work Notes Changes

Script:

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    var worknotes = current.work_notes.getJournalEntry(1);
    if (worknotes.indexOf('failover is back online for the collector') > -1 || worknotes.indexOf('other text to search') > -1) {
        // your logic
    }

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.