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

Open cnasikas opened 1 year ago

cnasikas commented 1 year ago

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

elasticmachine commented 1 year ago

Pinging @elastic/response-ops-cases (Feature:Cases)

elasticmachine commented 1 year ago

Pinging @elastic/response-ops (Team:ResponseOps)

cnasikas commented 1 year ago

Related https://github.com/elastic/kibana/issues/147353

cnasikas commented 11 months ago

Related https://github.com/elastic/kibana/issues/170522