We've been using the PagerDuty Incident Integration with Geneva & Helsinki for a while now and it works fairly well, however there is one big issue that we haven't been able to overcome. In ServiceNow, we allow the ability to Re-Open an Incident if it was Resolved (not closed) -- but in PagerDuty, there is no such capability.
After we create a Critical SN Incident a corresponding PD Incident is generated and "linked" via the Integration. When the SN Incident is marked as Resolved, the PD Incident is as well. If the SN Incident is re-opened, the PD incident remains Resolved, which causes a gap in our notification chain -- as we rely on PD to notify the correct engineers to troubleshoot.
We are contemplating creating a "Re-Generate" button on the Incident form which would not re-open, but duplicate the original ticket and therefore generate another PD Incident to notify the correct engineers. This approach could work, but isn't very graceful. Wondering if anyone else out there using the PD Integration has faced this limitation and how they dealt with it.
Feedback/Thoughts/Suggestions welcome!
