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Super Contributor.. Amr_Salah Super Contributor..
Super Contributor..

SM OMi integration | Duplicate Incidents issue

Hello Dears

Hello Dears , 

i 'm troblshoting some issues regarding intgeration between SM and OMi ,

the issue in brife is that the intgeration is working Ok between SM and OMi , events came from OMi is opened as Incident on SM OK , and when the OMi event is closed , the incident is closed , 

the issue here is , some times the OMi do not close the open inicided for an event say we name it event1 on CI1 in the way that when another event happend on the same CI , it create a dublicate inicident foe the same CI , athoigh those were 2 events not the same event . 

during our troubleshooting , we found that alot of CI, are not in Sync with OMi becasue the created manualy . we fixed it , the number of duplication reduced but it still happening 

does this look familer to any one 

Also , for that i'd like to understand what the exact steps that OMi do on SM to open or close an incident , what the tables OMi uses or lookup in . what are the steps , 

could any body help me , 


thanks in advacne 


Thanks and Best Regards
Amr Salah
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