Suppress incidents generated through monitoring during scheduled maintenance

Madhu Prasanth · ‎09-05-2018

We have a use case in my organization to suppress the incidents created through monitoring alerts for CI's under scheduled maintenance. Netcool is our monitoring tool and it creates incidents in ServiceNow. We do not use event management solution from ServiceNow and so there is no alert suppression or correlation capability. Though we create a change record for the maintenance activity, incidents will still generated by Netcool.

I looked at some solutions within ServiceNow and understand we can use scripts to set the CI status to 'Maintenance' during the scheduled maintenance window by reading the start and end time in the change record. And we can suppress the incident creation if the CI status is set to 'maintenance'. Has anyone tried this solution or have a better approach? How are other customers handling this in their organization?

robertgeen · ‎09-06-2018

So just to give some background of how this works in event management. Event management has a scheduled job that runs and calculates all the CIs in maintenance and adds them to a table. Out of the box it does this based on a few criteria (one of them is actually change record based and another is that same In Maintenance flag that you talked about). As such the CI status in maintenance is probably your best bet and then you could trigger behaviour off of that when the incident is opened. Either way your thought seems like a good approach is just about the process that you will put in place to mark them as in Maintenance (be careful of the fact that if your change process isn't stringent you may have change records open with time frames that are in excess of a day and this could cause some issues as no incidents would get picked up because people would think they are in maintenance when really it's just not an accurate window assigned to the change record).

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Kbuddy · ‎11-06-2024

Hi Madhu Prasanth,

We also have a similar set up where Netcool is integrated with SNOW .We are looking for a solution where CIs under maintenance to suppress the events.

Did you find any solution?

Daniel Nordin · ‎06-03-2021

Hi
I know this is an old post but have you manage to get this to work?
We are also running a Netcool event management system and have a bi-directional integration with ServiceNow and utilize a lot of reference data from NOW to
orchestrate the event process as example
CI data
Change data
Ticket data

Just let me know if i can assist in any way, but again, the post is over 3 year so 🙂

CRISTINA4 · ‎11-01-2022

Hi Daniel,

Just checking if you were able to receive feedback or resolution on this matter. We are also planning to suppress incidents if they are created by event management when the CI is in maintenance due to a change. I am kind of new with Event management so anything to help me get started will definitely help. Thank you.

Avinash D1 · ‎07-17-2021

@Daniel Nordin Yes, I am looking in for some more information on this topic wherein is it possible to do this workflow with ITSM Change Management module in place?