Clear Events Not Updating The Alert Severity To Clear

[ayush_saxena]

Hello Community,

We are encountering issues with clear events in Servicenow, whenever a clear event is received from Source in the system the related alert is closed but the severity of the alert is not changed. While when we receive an alert with the changed Severity the severity is updated.

We tried fixing this using event field mapping but no luck, it seems like event field mapping doesn't work for clear events.

Anyone encountered a similar issue before? Suggestions are welcomed !!

Regards,

Ayush

[patricklatella]

Hello Robert,

so on a similar note...I'm seeing that my Events with Severity set to "Clear" are not creating alerts at all...is this expected behavior?  Thanks!

[robertgeen]

Correct any event with clear will not create an alert. It will auto close any with the same message key though but if there isn't any it just ignores them and moves on (since you can't clear what isn't already there).

[patricklatella]

Excellent, thanks Robert!

[Lee G]

I am currently having this issue right now, I deleted the records in em_alerts_history and this still not turning the blocks back to green