Hi all,
We have set up an integration from Splunk to Remedy with the Splunk Add-on for Remedy-app, so that when a KPI goes Critical, a ticket is automatically created in Remedy. We're using REST-API integration triggered by a NEAP action rule - configured to send necessary fields to Remedy, and the HPD:ServiceInterface endpoint in Remedy. So far, so good. This is working.
We also want the ability to update the created ticket. Right now - just to update work log whenever a KPI returns to Normal, but possibly other things too down the road.
I thought we'd solved this by using the same method (NEAP action rule) as for creating, except we're sending mc_ueid to identify the created ticket so Remedy just updates it, instead of creating a new ticket.
This also works. However, I found that when Remedy updates the ticket work log as intended, it also triggers a reassignment workflow (Assigned Group ID is set to NULL, according to Remedy logs) so the ticket is reassigned to Service Desk. I've tried to send the exact same fields in Custom Fields as when we create, and I've tried to send a bare minimum (just mc_ueid), but same happens.
My question is: How can we update the existing ticket, without triggering a reassignment of the ticket? Bear in mind that there can't be any reassignment at all - reassigning to default target group will not do.
