SolarWinds is not sending high CPU utilization events to ServiceNow

[Durgaprasad Joi]

Hello All,

We are receiving SolarWinds events labeled as 'Alert Triggered' for high CPU utilization. Since there is no out‑of‑the‑box event type in ServiceNow for High CPU Utilization or High Volume, and because an alert-triggered event is generated only once, we are unable to configure a threshold within the event rule.

Could you please advise on how we can handle this scenario? Additionally, is there a way to create custom event types in ServiceNow for these two types of events?

[vaishali231]

hey @Durgaprasad Joi 

Since SolarWinds already evaluates the threshold and sends only a single “Alert Triggered” event, you cannot apply threshold logic in a ServiceNow Event Rule. Threshold conditions in Event Management require continuous metric-based events, not a one-time alert.

Recommended approach:

Treat this as a state-based alert:
• Create an Event Rule to generate an alert when “Alert Triggered” is received
• Create another rule to clear the alert when SolarWinds sends an “Alert Cleared” event

SolarWinds should handle threshold calculation, and ServiceNow should manage the alert lifecycle.

Custom event types are not required. You can differentiate High CPU or High Volume events using fields like metric_name, source, or additional_info in your Event Rules.
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Regards
Vaishali Singh