Topic by Lorna
Hi,
We found that incidents that are created via Connect PHP do not seem to go through the incident business rules at all. We have even created a catch all rule without conditions under the initial state but incidents still do not change their rule state or trigger any rule.
These incidents showed 'No value' as rule state after creation. This has changed for most of them in the meantime as we activated the rule set and therefore they were moved to an existing rule state.
It is possible to create new incidents using the Connect PHP and they also show Public API > Connect PHP as source hierarchy. We would therefore expect that they go through the incident business rule that just like other incidents.
Is Connect PHP not a valid source for incident creation and if yes, why are the incidents still created? Are their any settings required to make this working? Do the incidents created via Connect PHP need to have any additional information to go to the initial rule state?