Need to stop the incident reopen when the problem ticket is attached with it

Community Alums
Not applicable

‎02-12-2024 09:58 AM

Hi Everyone,

 

I am very new in the ServiceNow, as we are getting the incident reopen again and again because the property is set "reopen alert will reopen the incidents" So, I get the request like on the reopen count of 30, problem ticket get generated and when the problem ticket get closed it close the incident and also the alert. Once the incident get close and the same event trigger again by any chance it will not increase the reoepen count but create the new ticket. Kindly Guide me to fullfill this requirement.

 

Thanks & Regards

Veer

0 Helpfuls
  • 261 Views
1 REPLY 1

Tony Chatfield1
Kilo Patron

‎02-12-2024 02:56 PM

Hi, unfortunately your post contains no clear details of your configuration.
Based on the information provided, you need to review and update your alert\event integration so that closed incidents are not reopened and instead new Incidents are created.
Perhaps you could update this thread with clear and specific details of your integration and configuration?

0 Helpfuls