Cloud Management and AIOps


This is an IBM Automation portal for Cloud Management, Technology Cost Management, Network Automation and AIOps products. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).

Shape the future of IBM!

We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:

Search existing ideas

Start by searching and reviewing ideas and requests to enhance a product or service. Take a look at ideas others have posted, and add a comment, vote, or subscribe to updates on them if they matter to you. If you can't find what you are looking for,

Post your ideas

  1. Post an idea.

  2. Get feedback from the IBM team and other customers to refine your idea.

  3. Follow the idea through the IBM Ideas process.

Specific links you will want to bookmark for future use

Welcome to the IBM Ideas Portal (https://www.ibm.com/ideas) - Use this site to find out additional information and details about the IBM Ideas process and statuses.

IBM Unified Ideas Portal (https://ideas.ibm.com) - Use this site to view all of your ideas, create new ideas for any IBM product, or search for ideas across all of IBM.

ideasibm@us.ibm.com - Use this email to suggest enhancements to the Ideas process or request help from IBM for submitting your Ideas.

Add a new idea Subscribe
Status Submitted
Workspace Instana
Categories Integrations
Created by Guest
Created on Nov 20, 2025

RELATED IDEAS

Prevent Instana from Auto-Closing ServiceNow Incidents When They Are In-Progress

Description:

Currently, Instana–ServiceNow integration automatically creates and closes incidents based on the lifecycle of Instana alerts.
Behavior today:

When an Instana event is triggered, an incident is successfully created in ServiceNow.

When Instana detects that the event is resolved/closed, it automatically updates and closes the corresponding incident in ServiceNow.

Problem:
If an engineer is actively working on the incident and its state is set to In Progress (or any non-resolved state), Instana still closes the incident in ServiceNow as soon as the alert is resolved. This disrupts ongoing troubleshooting and causes confusion, as engineers may lose track of the incident they are actively handling.

Proposed Enhancement:
Instana should not auto-close the ServiceNow incident if the incident is currently in any of the following working states:

In Progress

On Hold

Awaiting User Input

Awaiting Vendor
(or any custom work-in-progress states configured by customers)

Instead, Instana should:

Close the incident only if its current state is "New" or "Open".

Add a comment/update in the incident stating that the Instana alert is resolved, allowing the engineer to decide when to close the ticket manually.

Idea priority High

By clicking the "Post Comment" or "Submit Idea" button, you are agreeing to the IBM Ideas Portal Terms of Use.
Do not place IBM confidential, company confidential, or personal information into any field.