Werk #22021: ServiceNow: Notifications updated the issue of a different problem
| Component | Notifications | ||||||
| Title | ServiceNow: Notifications updated the issue of a different problem | ||||||
| Date | Oct 1, 2026 | ||||||
| Level | Trivial Change | ||||||
| Class | Bug Fix | ||||||
| Compatibility | Incompatible - Manual interaction might be required | ||||||
| Checkmk versions & editions |
|
The ServiceNow notification plug-in could update the wrong incident or case. To find an existing issue, it searched for the Checkmk problem ID in the work notes (incidents) or the user input (cases). This search also matched longer problem IDs: a notification for problem ID 51378 could be applied to the issue of problem ID 513789. The same happened with the Use site ID option when a site name started with the name of another site. As a result, recoveries, acknowledgements and downtimes could end up in an unrelated issue while the correct one stayed open.
New incidents and cases now carry the problem ID in the ServiceNow fields correlation_id and correlation_display (value Checkmk), and the plug-in finds issues by an exact match on these fields. Recoveries, acknowledgements and downtimes of these issues no longer need the slow work notes search.
Issues created by previous versions are still found via the work notes, now with an exact match on the problem ID. With their next update they also get the correlation fields, so no manual migration is required.
Action required: Check the following in your ServiceNow instance:
- The ServiceNow user configured in the notification rule must be allowed to read and write the fields correlation_id and correlation_display of incidents or cases. Otherwise the plug-in keeps using the slower work notes search.
- If you set correlation_id or correlation_display via Custom fields in the notification rule, remove these entries. The plug-in now overwrites them with its own values.
- If other integrations rely on correlation_id of issues created by Checkmk, adapt them. Issues found via the work notes get the new values with their next update.
- On large ServiceNow instances, add a database index on task.correlation_id to keep the lookup fast.