Alert suppression
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03-05-2019 02:27 AM
How do you suppress alerts In ServiceNow
Based on RFC duration?
RFC task duration?
Ci maintenance window?
any other references.
the challenge we are facing is the RFC and Task duration may not reflect the actual outage duration.
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Event Management
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03-05-2019 04:42 AM
Out of the box event management will suppress alerts based on RFC implementation start and end time as well as the Operational status of a CI being set to in maintenance. I have implemented maintenance windows for another client whereby they assigned maintenance window records to CIs and we leveraged that with a custom maintenance rule to put CIs into maintenance. Either way this is basically an org by org decision but I would recommend if ever possible have it be done via a change record (whether it be a standard change for an operation that happens all the time) as coming up with custom mechanisms for this often bypasses set standards for organizations.
Hope this helps.
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03-05-2019 05:23 AM
Many thanks robertgeen
