Event Management: How an alert is getting converted into an Incident

[Ganeshm1]

Hi All,

Can anyone help me to understand, by OOB how alert get converted into Incident and where the mapping is going to takes place?

Whats the best way to manipulate the data from an alert to Incident record? Kindly suggest me on this. Thank You!

Regards,

Ganesh

[Harish Bainsla · Accepted solution]

Hi

• If a new incident is created, any matching alert management rule, alert action rule, and task template apply to the incident. If there is no matching alert rule or template, fields from the existing incident are copied to a new incident.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0756521#:~:text=If%20a%20new%....

[Danish Bhairag2]

Hi @Ganeshm1 ,

Please check this KB from ServiceNow explaining in detail the whole process of how an alert is processed.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0756521

Thanks,

Danish