Cloud Management and AIOps


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Status Under review
Workspace IBM Cloud Pak for AIOps
Created by Guest
Created on May 5, 2026

RELATED IDEAS

Control whether an incident is re-opened if a new alert arrives (interaction with ServiceNow)

If an incident is resolved and then another CP4AIOPs Alert arrives that is grouped into the incident, the incident is re-opened, and the corresponding ServiceNow Incident is re-opened (a new one is NOT opened).

We may create a business process whereby incidents that have been resolved/closed cannot be reopened. This would cause the CP4AIOps integration with ServiceNow to attempt but fail to set the status of the existing incident back to New or Assigned, leaving the two systems out of sync.

In this case the outcome could be severe since nobody will be notified that new Alerts are arriving that may require remediation.

The tool should allow some control over whether an existing incident is allowed to be re-opened when new alerts arrive.
 

Idea priority Low

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