Create incident even if the alert Maintenance flag is true.

HaleS
Tera Contributor

‎12-15-2023 07:21 AM

Hello All,

 

I need some inputs on below usecase.

 

The alerts are being marked as Maintenance = true when there is any change scheudled for the CI and hence as the rule is active "CI in Change Window" hence that specific alert is not proceeding for incident creation.

 

if we disabled the rule 'CI in Change Window' then alert managment rule will get trigger and the incident will get created.

 

But now instead of disabling this rule 'CI in Change Window' which is global one, i would like go with incident creation for those alert where the Maintenance = true marked.

 

is there any way to achieve this.in short we don't want to supress the alert and proceed with incident creation.

 

Thank in advance for your valuable inputs.

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Community Alums
Not applicable

‎12-15-2023 07:33 AM

Hi @HaleS ,

Due to Maintenance Rule, when an event came into ServiceNow for a CI that is in Maintenance mode, Event Management will create an alert with 'Maintenance' flag set to true. When the related CI moves out of Maintenance mode, Event Management will also uncheck the 'Maintenance' flag on the alert.

If the alert is still in open state once itself moves out of maintenance, the 'Event Management - create/resolved incidents by alerts' scheduled job will create Incident for it.

Resolution

Adjust the Event Management settings to meet businesses requirements.

Some Examples:

  1. Don't create alerts for CIs in maintenance.
  2. Auto-close alerts for CIs in Maintenance.
  3. Auto-close alerts when CIs moved out of maintenance.
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Rahul Priyadars
Giga Sage
Giga Sage

‎12-16-2023 02:31 AM - edited ‎12-16-2023 02:33 AM

Hi 

Disabling the Maint Rule during Planned Change Window a quick and easy way. But if you do not want to go this then i see there will a big Customization but seems we as GA can not access that Code - WHY

 

This is the Job which is responsible for Maint Calculation- Event Management - Maintenance Calculator

 

This Job Call a Service Now Internal Java Class  for which we do not have access/Docs Available.

https://www.servicenow.com/community/itom-forum/snc-impactmanager/m-p/1050037

 

var impactManager = new SNC.ImpactManager();
impactManager.runMaintenanceCalculation();

 

RahulPriyadars_0-1702722530670.png

So we have very limited Option around here. I have not tested this but what if you do not disable the rule but just delete the CI entry from Table em_impact_maint_ci - Just a wild thought.

 

Regards

RP

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