Netreo Ideas Portal
Currently OC system updates the SN ticket state to OPEN if the state of the Incident is OPEN in OC system.
But it does not take into account of other SN ticket states.
i.e. if the SN ticket state is "Awaiting Info" or "Waiting Query" & the incident in OC system is in an Active state, It updates the SN ticket into "In Progress" state and does not leave the SN ticket state as it is.
Want OC system to update the SN ticket to "In Progress/Active"only when the SN ticket is set as "Closed/Resolved" while the Incident in OC system is in OPEN State.
| Netreo Product Area | Netreo (IM) |
It would be helpful if there was also an option to add to Omnicenter to reopen a ticket in ServiceNow if the ticket in SN was closed but the related Incident in Netreo was still open. This should have a built in 15 min timer after initially seeing the ticket closure, then send the api call to open it if it is still closed.