When an event clears on Prisma SD-WAN, the CloudBlade retrieves the incident ticket number from the local database and sets the ticket as Resolved. In the above example, the column u_incident_state is configured to store the incident state and will be set to the value Resolved. IT Operators managing ServiceNow tickets use this column as a filtering mechanism and can choose to ignore tickets marked as Resolved.

The incident on ServiceNow is updated any time there is an update on the following Prisma SD-WAN event parameters: