Integrating with ServiceNow › How to Configure a ServiceNow Integration › Using the SerivceNow Integration › Alert and Incident Closure

Alert and Incident Closure

CA SOI alerts and ServiceNow incidents behave as follows when an alert or incident is cleared, or other updates occur:

• Configure ServiceNow incident to close automatically when its associated alert is cleared in CA SOI. For more information about clearing alerts, see the Event and Alert Management Best Practices Guide.

  To enable the automatic ticket closure, select the Auto close the incident when alert is cleared (DoAutoClose) on the ServiceNow Parameters page of the ServiceNowConfiguration form within CA Process Automation. By default, this option is not selected and incidents are not closed automatically when their associated alerts are cleared. For more information about editing configuration forms in CA Process Automation, see Configure and Test ServiceNow Connection.

  When an alert is cleared in CA SOI and automatic incident closure is configured, the Status of an associated incident in ServiceNow changes to Closed with a Closure Code of Successful.

• Configure a CA SOI alert to close automatically when its associated incident is closed in ServiceNow. Select the Auto clear the alert when incident is closed (DoAutoClearAlert) on the ServiceNow Parameters page of the ServiceNowConfiguration form within CA Process Automation to enable the automatic closure. For more information about editing configuration forms in CA Process Automation, see Configure and Test ServiceNow Connection.
• All alert annotations are synchronized with the ServiceNow incident Work Notes entries.
• Do not manually close an incident in ServiceNow that is associated with an alert unless it is necessary for repair. If you perform the preceding action, then it affects synchronization between CA SOI and ServiceNow. The following events occur when you manually close an incident:
  • If you close an incident, the change is not reflected in CA SOI. Manually reset the alert Ticket ID value to keep the systems synchronized.
  • If you delete the Ticket ID for an alert, the associated ServiceNow incident is not automatically closed. Manually close the incident in ServiceNow to keep the systems synchronized.