integration with a network monitoring solution

[Kirk2]

I am looking to auto-configure our network monitoring solution to integrate with Service Now. Currently when a router goes down, the monitoring solution will send an email into Service Now with the details. I have configured Service Now to process the email and create an incident that is assigned to the proper support staff to resolve. Some times however the router will come back (after 10 minutes or so) on its own before the staff have had a chance to review the problem. The network monitoring solution will then send another email to Service Now indicting that the outage has been resolved. Here's the question, Could a business rule tie the 2 separate alerts (1 - router down, and 2 - router up) into the same incident ticket in Service Now? Service Now treats these as 2 separate alerts and will not correlated the emails to be the same incident.
The process would ideally be:
1 - email sent (router down) from NOC monitoring into Service Now
2- Service Now creates incident and assigns to tech
3- NOC monitoring sends (router up) into Service Now
4- Service Now updates ticket created in step 2 and marks incident as resolved.
5- tech would close the ticket after possibly providing any update.

I am struggling with step 4. Any help would be appreciated.
Cheers
Kirk

[tony_fugere]

If you can send some sort of identifying Event ID type of information, you could script off of that in your Inbound Action to perform an .update() of a ticket instead of a .insert(). This would still be within your "New" action with some sort of condition to determine, "should I create a new task or find an existing one?"

[Kirk2]

Thanks Tony. I will see what we can do
Appreciate the help
Cheers
Kirk

[AZServiceDesk]

Kirk, I am also trying to figure this piece out as well. Have you had any luck with this implementation? If so would you be willing to share with me how you accomplished this?

Look forward to hearing back from you. Thanks in advance

[Kirk2]

As we are just starting our implementation I (we) have not had a chance yet, and I am not a programmer. I will post our fix here once we have this implemented. This is a big deal for us and is at the top of my must have list..
Cheers
K