If a user acknowledges, closes or annotates an alert in the Enterprise Alert mobile app, this information (username, status, annotation) can be reflected back in the event source, e.g. in SCOM, HP OMi, ServiceNow, etc. For example, a ticket can be assigned to the user.
In order to make that happen please make sure the following two configurations are set accordingly.
1. Under “Alerts” -> “Alert Settings” -> “Alert Status Notifications” -> “Notify the initiator/event source if the alert status changes to”, please make sure you have selected all required status changed here, e.g. “Acknowledged”, “Closed”, etc. here.
2. Also, please make sure that in the “Alerting” tab of the alert policy under “Notifications on Alert Status Changes” you have selected “Initiator/Event Source”. You can see this option when you click “Show More Options”.
It does not matter if you acknowledge, close or annotate the alert via mobile app, phone, email or Web portal then.