Duplicate Alerts
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‎10-14-2019 03:09 AM
Hi Team,
How to handle duplicate alerts in servicenow?
Thanks,
Sukumar
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Event Management
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‎10-14-2019 03:23 AM
Hello
The "duplicate" alerts has the same message_key?
Do you can share an example of duplicates?
Ariel
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‎10-14-2019 03:39 AM
Exactly. You need to make sure that the Events that are duplicates have the same message_key. That will tie the duplicate events to a single Alert and there won't be duplicate alerts.
You need to either make sure that the source event sends in the same message key to your SN Instance or you need your Event Rule to create a message key dynamically that identifies duplicate events.
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‎10-14-2019 04:39 AM
Hi,
We are generating events from custom plugins using json files. Message key is the combination of Source,Type,Node and Resource.
Once we discover the same events using pull or push method using OOB. The Message key is different, since the source is different for
custom plugins as well as for OOB. Hence two different alerts are generated for the same events. How do we handle this alert duplicate.
Thanks,
Sukumar
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‎10-14-2019 05:19 AM
Hello
I suggest you remove the source in the message_key combination. If the Type, Node and Resource are the same, Servicenow will process all the events like an unique alert.
Ariel
