How come itom engineer will understand the alert/incident at the application service level?

KM SN
Tera Expert
If alerts are intentionally mapped to a non‑host CI such as an Application Service to notify the application team about service degradation, how can the team still identify which downstream infrastructure CI actually caused the issue?
6 REPLIES 6

But definitely you can't see the issue ci just seeing the service map, right?

Gary Ault
Tera Contributor

Alert table business rules to change the assignment groups based on rules. 
Kind of a crazy idea, but it worked for us.  We wanted to alert to be bound to the CI causing the problem, but in some cases needed a different assigned group than the CI support group. 
There really needs to be more flexibility on determining assignment groups for alerts.   Sometimes CIs have different ownerships at different levels.  (app teams, dba's, middleware teams, server admins).

There should be a better way, but if there is I didn't find it.