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Auvik alerts are opening duplicate incidents in ServiceNow

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Scenario

Duplicate incidents are being recorded in ServiceNow for an Auvik alert.

Solution

Auvik uses the number field to coalesce the alert records into the incident table in ServiceNow. All incident IDs for incidents raised by Auvik alerts have an AUVIK prefix.

If the incident ID changes or is removed from the incident table, it can cause duplicate incidents to be recorded. As well, a change in the numbering logic can break updates to existing incidents and create new incidents instead.

So if you’re seeing duplicate incidents, confirm if the coalescing in ServiceNow for incident IDs has changed. To confirm the settings, see Auvik / ServiceNow technical guide.

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