DX OI - ServiceNow incidents are getting reopened many times.
Article ID: 189070
Updated On:
Products
DX Operational Intelligence
DX OI SaaS
Issue/Introduction
ServiceNow incidents are getting reopened multiple times (the highest count is 4500+) Why?
The generated alarms are from UIM
How to resolve the issue in OI?
Environment
- DX OI SaaS
- DX OI 23.x, 24.x
Cause
From investigation it was found that culprit was the repetitive same alarm being generated from UIM
By design DX OI will reopen tickets in ServiceNow when a similar alarm occurred and the alarms matches the following criteria:
- The alarm must be in the cleared state in OI
- The associated ticket must be in the Resolved state in ServiceNow
Resolution
From DX OI:
As a workaround: temporarily disable "If the alarm is reopened..." setting from the Channel configuration
From DX UIM
Investigate why the UIM probe is continuously reporting the same alarm
Additional Information
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