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[Connectors][ServiceNow] Open new incident or reopen the existing one when the incident is closed #162557

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cnasikas opened this issue Jul 26, 2023 · 4 comments
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[Connectors][ServiceNow] Open new incident or reopen the existing one when the incident is closed #162557

cnasikas opened this issue Jul 26, 2023 · 4 comments
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Feature:Actions/ConnectorsManagement Issues related to Connectors Management UX Feature:Actions/ConnectorTypes Issues related to specific Connector Types on the Actions Framework Feature:Cases Cases feature Team:ResponseOps Label for the ResponseOps team (formerly the Cases and Alerting teams)

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@cnasikas
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cnasikas commented Jul 26, 2023 •
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When a rule, configured with an ServiceNow ITSM action, triggers and an alert is created an incident in ServiceNow is open. If the rule fires again and a correlation ID is configured the same incident will be updated. If the incident is closed the incident is still updated. We should open a new incident or reopen the existing one if needed. We can make it configurable so users can choose the behavior they want. The same applies to Cases.

This feature needs changes to the Elastic ServiceNow application and we will need to release a new version.

cc @pmuellr @shanisagiv1
@cnasikas cnasikas added Team:ResponseOps Label for the ResponseOps team (formerly the Cases and Alerting teams) Feature:Cases Cases feature Feature:Actions/ConnectorTypes Issues related to specific Connector Types on the Actions Framework Feature:Actions/ConnectorsManagement Issues related to Connectors Management UX labels Jul 26, 2023
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Pinging @elastic/response-ops-cases (Feature:Cases)

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Pinging @elastic/response-ops (Team:ResponseOps)

@cnasikas
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Related #147353

@cnasikas cnasikas mentioned this issue Sep 1, 2023
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cnasikas commented Nov 3, 2023

Related #170522

@cnasikas cnasikas mentioned this issue Nov 3, 2023
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@shanisagiv1 shanisagiv1 mentioned this issue Dec 13, 2023
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Feature:Actions/ConnectorsManagement Issues related to Connectors Management UX Feature:Actions/ConnectorTypes Issues related to specific Connector Types on the Actions Framework Feature:Cases Cases feature Team:ResponseOps Label for the ResponseOps team (formerly the Cases and Alerting teams)
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