How to make sure only resolved incidents are re-opened but not the closed incidents when we reopen an alert - Support and Troubleshooting

How to make sure only resolved incidents are re-opened but not the closed incidents when we reopen an alert Summary As per our OOB code, when the event management property: evt_mgmt.alert_reopens_incident is set to "reopen", if we re-open an alert it will change the incident state to re-open from closed/resolved state. How to make sure only resolved incidents are re-opened but not the closed incidents when we reopen an alert.

Release Any

Instructions 1. Go to the script include: EvtMgmtAlertManagementAlertReopenHandler. 2. In-Line 60 (line number may vary based on the Instance version)

// Task is Resolved or Closed if (resolved == taskState || closed == taskState) {

Modify above to

// Task is Resolved or Closed if (resolved == taskState) {

3. Save it