Dear Experts,
We are integrating ServiceNow event management with Microsoft Azure. I am facing the below issue during the integration.
"The alert record's status field remains 'Open' even after the event is cleared i.e. when the event comes with the severity 'Ok'."
For better understanding, I will explain the issue in detail.
1. (first event) An event created for a node '123' with the message key 'xxx' and Severity 'Minor'. This has created an alert and an incident as per the configured rules (Alert & Event).
2. (second event) For the same node '123' with the same message key 'xxx', the second event got created with Severity 'Ok' as the issue is resolved.
The existing alert got updated that I could see from the updated timestamp and an incident got resolved. However, the alert's status remain in 'Open'.
Due to this behavior, when the third event comes for the same node with the same message key with severity 'Minor', a the alert is not getting reopened.
Aside, I'd like to see the logs of what's happening on the background when a new event comes to ServiceNow for that what logs should I enable? Please advise.
Many thanks!
