Alert Remediation - Auto solve incidents using remediation

[Hariharan_A]

Hi Guys,

I'd like to know if ServiceNow has the capability to automatically resolve incidents by taking actions such as restarting a server when it goes down during the remediation process

For instance, in the event of a server outage, ServiceNow should be able to initiate contact with the server as part of its remediation process, ultimately leading to the server's restart to resolve the incident.

[Parag_Sanyashiv]

Hi Hariharan,

Yes, you can achieve this, but your monitoring tool should send a closing event. ServiceNow Event rule can check this closing event and close the associated alert using the message-key.

Make sure you have marked true in the Event Management property for "Resolve Incident when Alert Closed" or something similar to it.

Regards,

Parag Sanyashiv

[Hariharan_A]

Hey @Parag_Sanyashiv ,

Thanks,
I'm looking to set up ServiceNow to automatically address incidents. For instance, in the event of a server outage, ServiceNow should communicate the "server reboot" command to our integrated monitoring tool. This tool can then initiate the server restart to rectify the underlying issue, subsequently sending a clear event that will automatically resolve the incident.

[Rahul Priyadars]

Technically its possible - https://docs.servicenow.com/en-US/bundle/vancouver-it-operations-management/page/product/event-manag...

Remediation workflow can be triggered by Operator or on some automatic trigger.

(1) From Alert Record

(2) From AgentWork Space

In Alert Management Rule - Remediation Work-Flow can be tagged and auto Trigerred too.

Regards

RP

[Community Alums]

Hello @Rahul Priyadars ,

I am trying to reopen the incident when associated alert got reopened. 

Means when alert got reopened the associated incident should move to "new" from "Resolved".

But, I am facing below issue,

When I create incident by using "Quick Response" button on alert form; then that incident will reopen when we reopen the associated  alert......but when we create incident by using "Quick Incident" button on alert form;  then that incident wont reopen when we reopen the associated  alert....

Can you please assist me ?

PFA snap