SolarWinds Integration Issues

[Ryan S]

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

[Tony Chatfield1]

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.

[Ryan S]

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.

[Rahul Priyadars]

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

[Ryan S]

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.