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Home > Success Center > Network Performance Monitor (NPM) > ServiceNow incident reopens after being closed or resolved

ServiceNow incident reopens after being closed or resolved

Updated June 23, 2017

Overview

This article addresses the issue where ServiceNow incidents reopen after being closed or resolved.

Environment

All Orion Platform versions with ServiceNow integration

Cause

This issue occurs because of the following:

  • The ServiceNow incident cannot be resolved.
  • The alert that created the incident is not active.
  • A node has been removed.

Resolution

  1. Establish a remote connection to the main Orion server.
  2. Open Database Manager.
  3. Locate the "SNI_AlertIncidents" table.
  4. Run the following query:
    delete from  [dbo].[SNI_AlertIncidents] where IncidentNumber =  'servicenow incident number'
    
    Note: The string is the full incident number in ServiceNow and must be in quotes.
  5. Resolve or close the issue in ServiceNow.

 

 

 

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