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Is it possible to setup a rule so that once a service now incident status has moved from new to any other status that the SDGTW probe will stop "auto" resolving it?

  • 1.  Is it possible to setup a rule so that once a service now incident status has moved from new to any other status that the SDGTW probe will stop "auto" resolving it?

    Posted 07-23-2019 04:04 PM
    When an alarm from UIM is auto created into an Incident in ServiceNow from the sdgtw probe it starts with a "New" Status. I have that working properly. We also have the probe setup that if the alarm clears it will be auto marked resolved.

    Is it possible to setup a rule so that if the status of an existing incident is moved from "new" and set to one of the other status like "Active" or "Awaiting Information" that it would not update the incident and resolve it if the alarm clears? That way when our service desk is doing an investigation or is in the middle of acting on an alarm/incident that even if it clears they can still update there notes and close the incident on there own.

    In this example if the incident was created with a "new" status and the status was still "new" then we would like the incident to be resolved if the alarm clears automatically.

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    IT Administrator
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  • 2.  RE: Is it possible to setup a rule so that once a service now incident status has moved from new to any other status that the SDGTW probe will stop "auto" resolving it?

    Posted 07-23-2019 06:05 PM
    Robert -

    The current design of the sdgtw probe does not support what you are asking for.  The probe periodically checks the status of incidents looking for incidents where the status is set to closed or resolved since the last time that it checked for closed/resolved incidents to determine if the corresponding UIM alarm should be closed.  Depending on how you have the sdgtw probe configured it will always update the description, short description, and/or work notes each time there is an alarm_update message that is different from the last last alarm_update message received by the sdgtw probe.  It never checks the current status of the incident in Service Now before posting the update.

    This would be considered an enhancement request for the sdgtw probe.

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    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
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