Alert Console.

[Jonny Lord]

Hi All,

Having some issues with the Alert console with OTB settings in Kingston.
The Alert console (not 'All Alerts') refreshes every 30 seconds and every time it refreshes its restoring the view of the console to a default view i cannot change or edit.
Its changing it from whatever filters i select (if i can do it in time :)) to these;

• State = Open
• Role in group is not secondary
• State is not closed
• Severity is not info
• Maintenance is False.

I literally cannot get it to stop either, refreshing (which wouldn't be a problem if i had the right view) or keeping a view of my choice which if i had a choice, would be state = open, grouped by Severity.

Also the refresh seems to be random in behavior, sometimes it auto refreshes the page, sometimes i get a banner across the top of the page saying " Alert Console has been updated, Please refresh the page"

...Strange.

[Cody Smith _ Cl]

As annoying it is I don't believe you can. Look at this thread. 

If my answer was helpful, or solved your issue, please mark it as Helpful / Correct.

Thank you,

Cody Smith

[robertgeen]

Okay so best practice here is if you want a default filter change on it you should use an alert group as it will set the filter for you. The problem with it is that the out of the box default one constantly refreshes and resets it. It's meant to be more of a live display and you are meant to use the individual alerts and the all alerts section for further grouping and sorting.

Either way if you are just trying to change the filter then create an alert group with that filter and reference it and you should get what you want (these issues are why the alert console is being replaced by Agent Intelligence in the newer versions). Hope this helps.

[Jonny Lord]

Hi Robert - With the alert groups, will they auto refresh on screen or be reliant on someone hitting refresh?
If we as a company, decided to implement a NOC type team to view a consolidated console/dashboard (of 4 monitoring tools we have integrated to ServiceNow) and it didnt auto refresh, it could cause confusion by having different people seeing different things. From experience, would it be better to view a EM dashboard of business services, built on technical services that would change color based on a CI state change?

Obviously automation is the future but after initial implementation of the ITOM Suite, a long term manual/maturity phase is going to need to happen (service mapping, refined rules, thresholds etc) so i'll likely have tonnes of questions 🙂

[robertgeen · Accepted solution]

Yes it will still auto refresh. So what the alert groups do is when you view them in the dashboard and you double click them they will actually load up the alert console with the filter you gave the alert group. i would suggest you do the following:

-Figure out what he core structure should look like (these would become service groups)

- Create 1 to many alert groups under each service group that will contain buckets of filters that match specific scenario (as an example my customer has an alert group which only shows Critical alerts that aren't in maintenance and haven't been acknowledged)

- Once you get that all done you can then create a dashboard view and add all those components to it. This will make it so your dashboard only shows the stuff you want it to show (and not all the business services by default)

- Lastly once you get the alert groups figured out if you drill down on them and launch the alert console view for them you can then take the URL of the specific alert console that has your filter in it and make a quick launch module or favourites for it that way people can directly launch into it without going through the dashboard always (as the dashboard should contain all the information the organization and all the support teams want to see whereas the alert group contains one specific view that your NOC would look at).

Does this make sense?