I have configured the integration between Site24x7 and ServiceNow, and tickets are being created successfully. However, when an issue is resolved and the alert returns to UP, the ticket is not being updated to the 'Resolved' state. In my ServiceNow instance, I have a business rule that requires the 'Resolution Code' and 'Resolution Notes' fields to be filled when changing a ticket to 'Resolved.' While OpManager handles this correctly, Site24x7 does not. Could you please assist me in resolving this issue?
thx
Paulo
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by Jenzo Thomas
Hi Paulo,
Thank you for contacting Site24x7.
Regarding your query about the ticket not being updated when a monitor comes back up, you can make use of the "Resolve Incident" action in Site24x7. When this option is enabled, the incident will be automatically marked as Resolved whenever the monitor status changes to up.
Enabling this option will auto-populate 'Resolution Code' and 'Resolution Notes' fields.
You can find this field "Remotely Manage Incident in ServiceNow when My Monitor Status Changes to Up" in the edit page for the ServiceNow integration in Site24x7 under Admin-> Third party section.
Regards,
Jenzo
Site24x7
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