Incidents are reopen again and again

[mirza_saquib]

As Incidents are reopen again and again after the resolution from 2021, anyone please help me to sort-out this issue.

[Amit Verma · Accepted solution]

So you have incoming alerts through which incidents are being created. Though the incident is revolving around the same CI or have similar intent, their is no correlation being done and individual incidents are being created for every alert.

If this is the case, you should check if you can have the correlation being enabled on the source monitoring tool or setup the alert correlation rules https://docs.servicenow.com/bundle/vancouver-it-operations-management/page/product/event-management/...

Thanks & Regards

Amit Verma

[Amit Verma]

Hi @mirza_saquib 

Can you please elaborate a bit on your issue ?

Thanks & Regards

Amit Verma

[mirza_saquib]

Hi @Amit Verma ,

In my project incident reopen count is increasing, which means the same alerts are reopen again and again, which cause impact on the process,

Thanks & Regards

Mirza Saquib beg

[Amit Verma · Accepted solution]

So you have incoming alerts through which incidents are being created. Though the incident is revolving around the same CI or have similar intent, their is no correlation being done and individual incidents are being created for every alert.

If this is the case, you should check if you can have the correlation being enabled on the source monitoring tool or setup the alert correlation rules https://docs.servicenow.com/bundle/vancouver-it-operations-management/page/product/event-management/...

Thanks & Regards

Amit Verma

[mirza_saquib]

Can I do some changes in BR, "reopen count", "evt_mgmt.alert_reopens_incident" OR this is the only solution for this issue.