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!

[Ankur Bawiskar]

@lvenna 

Hope you are doing good.

Did my reply answer your question?

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

[Dr Atul G- LNG]

Hi @lvenna 

The Flow Designer is the best way to handle this.
Based on the final condition or last action, you can define the flow to automatically close the record.

[Bhuvan]

@lvenna 

Is the LogicMonitor integration via Events -> Alerts -> Incidents or direct incident creation/updation in ServiceNow ?

If it is LogicMonitor - ServiceNow Incident Integration, check with your Logic Monitor team if Alert corresponding to collector failover is closed which would result in automatic closure of related incident. You can check more information from the documentation,

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

Check 'ServiceNow Settings section' configuration in Logic Monitor is setup correctly.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[lvenna]

@Bhuvan  

This is not via Event Management.

[Bhuvan]

@lvenna 

As mentioned in earlier post, below section is for LogicMonitor - ServiceNow Incident integration 

If it is LogicMonitor - ServiceNow Incident Integration, check with your Logic Monitor team if Alert corresponding to collector failover is closed which would result in automatic state change of related incident. You can check more information from the documentation,

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

Check 'ServiceNow Settings section' configuration in Logic Monitor is setup correctly. As long as alerts that generated incident is closed in LogicMonitor, incident state will be automatically updated and there is no need for manual activity or need for customisation via BR.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan