Automatic Removal of Acknowledgment on State Change

I would like to propose a feature improvement regarding the handling of acknowledged incidents. Currently, when the state of a Service Check changes (e.g., from "UNKNOWN" to "CRITICAL"), the acknowledgment remains in place with the original comment. I believe this approach can lead to operational inefficiencies and confusion for the NOC team.

Suggested Improvement

• Behavior Change: Automatically remove the acknowledgment when the state or description of an incident changes.

• Rationale:

  1. A state change indicates a different condition, warranting a fresh review by the team. Keeping the acknowledgment intact could delay responses to the new situation.

  2. The existing acknowledgment comment may no longer be relevant to the updated state or description, which can create misunderstandings or miscommunications.

BMC Support Case: Case 01900530