What's New: Introducing Microsoft Sentinel solution for ServiceNow bi-directional sync

Torch2002 

• We're not getting any updates when a Sentinel Incident is Closed (only New or Active).

Have you mapped the fields in Snow to what they need to update in Sentinel? You need to tell Snow what the mappings are so it can close things as True - positive etc. otherwise it just returns unknown etc. Might not be anything to do with this but worth a look to make sure your closing fields are mapped as expected beyond the standard config of the app which isn't very reflective of most people's Snow envs.

• We're getting multiple Status updates even when the Status hasn't changed.

Do you have any automations in Snow that are editing\updating fields that happen to be mapped by the app - such as things updating comment fields or automations to bump a ticket through your business process happening in the background -- like a ticket comes in as new and gets assigned but in the background status is changing through acknowledged etc. before showing the end user assigned\new and the like. if so it may be the app picking up on these shadow activities and writing stuff in -- equally so if a field isn't mapped correctly it might be updating as blank when if mapped properly you;d ahve something in the status update

Again, no idea if this will help -- good luck though