Message: Connected incident <Incident Number> is in Resolved state while the alert is Reopend. There is no matching alert rule to reopen the incident. Disconnecting the incident from the alert - Support and Troubleshooting

Message: Connected incident is in Resolved state while the alert is Reopend. There is no matching alert rule to reopen the incident. Disconnecting the incident from the alert Issue  Symptoms When an alert is reopened with the associated incident should Create New Incident, Reopen Incident, or Does nothing depending on the event management property " evt_mgmt.alert_reopens_incident ".

Link to the property: https:// .service-now.com/nav_to.do?uri=sys_properties.do?sys_id=0b018b12eb2211004d7763fba206fe34 Sometimes the message below is thrown on the alert form when the above property is set to " Reopen Incident ".

Connected incident is in Resolved state while the alert is Reopened. There is no matching alert rule to reopen the incident. Disconnecting the incident from the alert Release All releases

Environment Event Management plugin is installed

Cause One reason would be not defining the alert rule correctly. For example, we might add State is Open in the Alert filter condition as below.

Resolution When an alert is reopened, the state of the alert would be ' Reopen ' not ' Open ' and hence the alert would not match to Alert rules/Alert Management rules and hence the message is thrown and the incident is not opened.

Hence modify the alert accordingly by adding another condition to include State is Reopen or dont not include the state field in the rule.