Site 24x7 monitoring tool integration with service now and alert redirection.

[Vinoth2]

Hi sir,

I do not have knowledge in servicenow except working on tickets.

Currently we have built a brand new small infrastructure and it's domain name is xyz.com.

We have setup a monitoring for this infra to monitor server and networks.

Installation,threshold configuration and alert testing have been completed ( alert started triggering and sending email to my inbox).

Now the next step is to integrate this to servicenow ticketing tool. Since we do not have servicenow setup in the new infra ( xyz.com), we are planning to use the parent company's (abc.com) servicenow tool.

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This is my requirements,

I need to create 2 dashboards

1. Server team dashboard ( alert group created )

2.network team dashboard ( alert group creared)

Post to the integration, the alerts will hit the service now in abc.com. once the tool received the alert , it has to filter the alert based the parameter mentioned in the alert ( ex: in the alert , there would be parameter called "monitor type").

If the monitor type = server , the tool has to place the alert in server team dashboard.

If the monitor type = network , the tool has to place the alert in network team dashboard.

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Once the alert pitch in to the respective dashboard, team will create an incident from the alert and work on it and will close it.

The monitoring tool will close the alert automatically once the issue is resolved.

That's all ..

Is this possible  in service now and could you shortly explain the things to do to achieve this requirement.

Please contact me +91-9535948768.

[Michael Skov2]

This is pretty basic setup in Event Management. Note that EM is licensed. In EM, you configure a connector (SCOM, HPOM, Solarwinds etc) to pull the events. From there, alerts are generated and you can then generate incidents based on alerts. You can also easily create the dashboards you mention.

There is a big rule engine to customize how the events/alerts/incidents should be handled - bi directional.

I highly suggest you to look into the Event Management fundamentals course, as this will cover the solution and help you understand and configure.

[manivk]

Hi Vinoth,

Are you using event management (EM), if yes then you can have EM Dashboard based on alert groups. Alert groups can be created on alert (em_alert)table  by adding required filters on fields available in alert table

Thanks,

Mani