UIM is integrated with servicenow using SDGTW probe. Currently when alarm getting cleared in UIM it is automatically closing the ticket in ServiceNow.
Problem is that few tickets are in pending state as team is working on the same but when alarm is getting cleared it is simply closing the pending state tickets also.
Is anyway we can exclude if ticket status is pending do not close/resolve the ticket in Servicenow? and it will ponly update remarks for state change in ticket.
SDGTW - 2.2
Regards - Ripple