How to view Alerts in Operator Workspace

[Jaap]

Hi all,

I am struggling with the following: 

We would like to start using the operator workspace with event management. Typically, the tiles for a particular service are highlighted in yellow/orange/red when alert is created connecting to a CI (host) and relating service. 

It has been setup and configured, and the alerts are created as well following from events and relating to the particular CI as well.

The usual initial checks have been done: evt.mgmt_ roles, plugin in installed etc.

Now we have found out that the impacted services are not populated when creating an alert. This might be because of some customization. However, whenever we are doing it OOB it is populating well.

Please find attachments:

1) Impacted Services - operator workspace over

2) Service Map - service map that shows no alerts are related.

Looking forward to your help!

[Community Alums]

Hi @Jaap ,

You can refer to this doc : https://docs.servicenow.com/en-US/bundle/utah-it-operations-management/page/product/event-management... 

[Jaap]

Hi @Community Alums ,

Thank for taking the time to respond. Your help is much appreciated.

However, this particular thing does not solve the issue. So I have the alerts there, but it seems not to have related the impacted services. See image! Can you help any further?

[AJ-TechTrek]

Hi @Jaap 

You must needs to configure the impact matrix based on that, Impacted Service will be showing, Refer the below documentations.

https://docs.servicenow.com/bundle/utah-it-operations-management/page/product/event-management/task/...

Also the behaviour of Refresh Impacted Services is controlled by the properties change.refresh_impacted.include_affected_cis and incident.refresh_impacted.include_affected_cis.

When these properties are set to false, refresh impacted services will only look at the cmdb_ci field on the Change form to determine impacted services. And it will use relationships stored in the cmdb_rel_ci table to determine impacted services.

When these properties are set to true, then the refresh impacted services will look at the CIs in the Affected CIs related list to determine impacted services.

One big caveat on this last point. It will not look at Application Services that are stored in the cmdb_ci_service_auto table. They have to be in one of the child classes of that table. And they relationships used to determine this impact are the ones in svc_ci_assoc - not the ones in cmdb_rel_ci.

If this help to resolve your query, Please mark as helpful.

Thanks

Ajay Kumar

[Jaap]

Hi all,

Thanks for the replies! Apparently, all of the below replies were not solving the issue.
We found out however that there was a business rule that determines when an alert is marked as critical or warning.
Cheers!