What conditions need to be satisfied for an alarm to be recognised as a "duplicate" and what are the time conditions for retrieving existing ServiceNow incidents (i.e. how far back in time does the probe look for unresolved Incidents)?
I have set the comments_and_work_notes ServiceDesk Field to the value of the alarm message.
What I want to do is to configure the probe so that Alarm_A occurs and Incident_A is raised via the sdgtw probe in the ServiceNow instance.
Some time later another instance of Alarm_A is raised. What I want to happen is:
i) for Incident_A to be updated with information from the second instance of Alarm_A if Incident_A is not in a Resolved or Closed state.
ii) Incident_B to be raised if Incident_A is Resolved or Closed
iii) Incident_B to be raised if Incident_A is older than x hours
My question is more to do with how the backend ServiceNow instance behaves when duplicate/similar alarms are raised by UIM and how that is configured from the sdgtw probe side.