how to Avoid Multiple incidents for the same CI through events and alerts

[pranithareddy]

Hi Everyone,

I have a situation where multiple incidents are being created for the same CI from 3rd party monitoring tool, with exact same information in the tickets except a little change in description.

Instead of multiple tickets on the same CI, can we make some rules to create only one ticket for such issues ?

Thanks&Regards,

Pranitha D

[Rahul Priyadars]

Assuming you have Service Now Event Management in Place-

if ALL events has same message key then event deduplication can create 1 Alert and 1 Incident.

Alert correlation can also result into similar output.

From Your post - Do you have Point to Point Integration between 3rd Party Tool and Service Now ITSM?

Regards

RP

[pranithareddy]

Thank you for the replay

the events are not with Message Key.

[Rahul Priyadars]

For Your scenario same CI , Same Metric , Populate message Key Event Deduplication will automatically handle this.

[pranithareddy]

actually here message key not populating, in that case what we need to do ?