DXO2 appear to have created multiple ServiceNow incidents for one Alert.

Products

• DX SaaS
• DX Operational Observability

Issue/Introduction

A single alert originating from DXO2 results in the creation of multiple duplicate incidents within ServiceNow with the same "Summary" field. 

 

Cause

Following a technical investigation of the DXO2 alert logs and ServiceNow transaction history, the cause was identified as Human Error taken by Operator.

Resolution

No technical fix or code change is required for the DXO2-ServiceNow integration.

Ensure all Operators are trained on the specific DXO2-ServiceNow workflow to avoid manual copy-paste fields during high-volume periods.