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

[AZServiceDesk]

I would greatly appreciate any information you are willing to provide.

Thanks for the quick reply, and I look forward to hearing from you.

[AZServiceDesk]

Hello Kirk, I just wanted to do a quick follow up with you to see if the Service Now implementation team was able to configure something for your needs and you would be willing to share?

[Kirk2]

Unfortunately, we have yet to begin implementation, and it appears that this work may not start until the second quarter 2013.
K