Don't create incident from Alert if there is an ongoing change

[Henrik Jutterst]

We are using Event Management to monitor the health of our infrastructure and it's working good. But we have a question with this.

Example: We are monitoring a server. Now, we need to perform a change on that server so the server will be down for 1 hour. What happens then is that we will start to receive events that the host is down and this will create an Alert for the operators to look into.

But since this is a planned change, we don't want to have an incident for this Alert.

What is the idea to handle this from a ServiceNow point of view?

Basically; How do I as an operator know that there is no Change on the CI that the Alert reflects?

I have a Change Request for the server CI, but even when I send in an event for that server, I can't see any Change Request for that specific CI.

[shri5]

You can create a notification to keep the users, who are affected, informed.

So, in that case they will not create alerts and if alert is created automatically, you can skip the part in workflow by adding condition activity.

[Henrik Jutterst]

I'm reading up on this solution, but it's not explaining what I'm looking for.
https://docs.servicenow.com/en-US/bundle/vancouver-it-operations-management/page/product/event-manag... 

Basically; How do I as an operator know that there is no Change on the CI that the Alert reflects?

[shri5]

Hi Mate,

You need to create your own custom workflow to handle this request, as it is the expected behavior which you are going through.

Create a workflow and it will behave as per your expectations. 🙂 

(Just a suggestion to deal with this situation)

Please make helpful if it helps you.

[Henrik Jutterst]

But there must be some thought with this from ServiceNow, like how can I make sure that the Configuration Item in the Alert is not tied to a Change Request that is active right now.

We have all the data in the platform - why is there no easy way to use it and help the Operator.