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Home > Success Center > Network Performance Monitor (NPM) > NPM - Knowledgebase Articles > Service Now intergated alert does not update when alert is reset

Service Now intergated alert does not update when alert is reset

Overview

This article provides steps to resolve the issue when a Trigger action creates a Service Now incident. When the alert is triggered, the Service Now integration is created, but when the alert is reset in NPM, there are no reset updates to the Service Now incident.

Environment

  • NPM version 12
  • Service Now integration

Resolution

Please first ensure the following:

  1. On the Orion console, go to Manage alerts.
  2. Edit the target alert.
  3. Go to the 'Summary' tab of the alert configuration wizard.

 

  1. At the bottom of the form; Expand the section titled:  Alert integration.
  2. Select Integrate alert with other SolarWinds products and subscribers (Recommended).
  3. Save the Changes - Disable and Re-Enable the alert to ensure the new settings take effect.

 

Please also note that if an alert is deleted rather than reset, this will not trigger the corresponding resolution action.

 

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