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How to Configure Alerts in ServiceNow to Create Incidents Without Service Impact

Boris Flader
Tera Contributor

‎06-18-2025 12:30 AM

I have a service map in which a Configuration Item (CI) is integrated, and alerts are mapped to it. Incidents are generated for these alerts based on the CI. However, for some of these alerts, I only want incidents to be created without indicating any service impact. What is the best way to achieve this in ServiceNow?

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Pratiksha
Mega Sage

‎06-18-2025 04:43 AM

I think you should be looking into alert impact calculation. You can decide on impact based on certain attributes. https://www.servicenow.com/docs/bundle/washingtondc-it-operations-management/page/product/event-mana... 

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Boris Flader
Tera Contributor
In response to Pratiksha

‎06-18-2025 06:29 AM

Thank you for the reply, I understood that this will change the upstream behavior for all impacts. I just want to remove some alerts. As an example we have the Windows Services monitored, in general I can ignore if the Computerbrowser service is not running, but I want to have the printserver service impacting the Application Service. 

I thought about a business rule on the em_impact_status table, but this sounds not right.

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