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
