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