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]

You can refer below support articles and take the decision accordingly :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0756521

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0997625

Thanks & Regards

Amit Verma

[mirza_saquib]

As per your solution, Multiple alerts for the same issue create the respective incidents, but in my case same alert is reopen which increase the incident reopen count.

[Amit Verma · Accepted solution]

Check if these links answer your queries :

https://www.servicenow.com/community/itom-forum/prevent-alerts-from-reopening-create-new-alerts-inst...

https://www.servicenow.com/community/itom-forum/reopening-alerts-using-evt-mgmt-alert-reopens-incide...