SolarWinds Integration Issues

Ryan S
Kilo Sage

We've configured the SolarWinds/ServiceNow integration and incidents are being created properly from alerts, but we're finding now that once the incident is resolved (an active state) in ServiceNow the incident is getting re-opened because the alert is still active. Yes, we do want alerts to re-open the incident if the alert is still active.

Should the SolarWinds alerts be auto-resetting when the incident in ServiceNow is marked as resolved, or does that require manual intervention? If manual, then should the agent be resetting/clearing the alert first or updating the incident first?

Could this instead just be a timing issue between when the incident is resolved and the integration performs it's next update? (is there any documentation around the timing of those updates?)

 

Thanks

4 REPLIES 4

Tony Chatfield1
Kilo Patron

Hi, from memory this is OOB behavior for the solarwinds integration.
When you install the Solarwinds app there is a configuration\properties menu item created in ServcieNow instance, this has a field containing 'closed' states for the Incident table, try adding 6 (Resolved) to the list of closes state values, this should prevent Resolved Incidents from being reopened.

That's probably what we're going to have to do. It's not what we want really--we want the alert to clear when the incident is set to Resolved. Seems like our use case just isn't supported.

Hi Ryan

 

Auto Healing it seems that we are talking here .. It should be there in this Integration. In my last project it was the behabior.

 

Event Detected ---SW sends Critical Alert-- Incident Created in Service Now.

 

Event OK ---> SW send OK ---> Incident Auto Resolved.

 

Regards

RP

 

Hi Rahul,

The auto-healing functionality does work, but that's not what I'm looking for. I want ServiceNow to be able to clear the alert in SolarWinds when the incident is marked as resolved.