SLA Reporting from Event Management

[Fabian10]

Hi Everybody

I'm just trying to setup "Event Management", define SLAs for Business Services and create Reports from that informations.

- I can create Events, from which then Alerts with Incidents are generated and linked to a CI.

- I defined a Business Services with some CIs and their Relations. I also configured the Impact tree to define, when the whole Business Services should appear as "critical".

- I created a SLA Definition (I followed this Manual)

Now when I create a Event and my Business Service changes to "critical" I can see, the Entry of my Business Service in the table em_ci_severity_task changes to Critical. As far as I understand this, I also should have a Entry in task_sla, which is related to my Entry in em_ci_severity_task. But I don't get a entry in task_sla.

Did I understood something wrong or did I made a configuration error?

Did someone already setup, what I try to do and can help me with my Problem?

Best regards,

Fabian

[cameronrichard]

Hello Fabian,

Could you post a screen shot of your SLA Definition? It will be easier to help if I can see the data.

Thanks,

Cameron

[Fabian10]

Hi Cameron

Thanks for your answer. Below you can see my SLA Definition and also Screenstshots from my entry in em_ci_severity_task (where I miss the task_sla-Entries).

Best regards,

Fabian

[Fabian10 · Accepted solution]

I think I found why this issue occurs:

I've seen in the logs, that my SLA start condition is not matching. Then I was wondering why and found out, that in the table em_ci_severity_task the field "Business Service" is empty, which I used for my start condition. My Business Service (IT Services) is written in the CI-field, not in the Business Service-Field. So I changed my start condition to match CI => "IT Services".

Now the Entry in task_sla is created.

Did I something wrong? For me it seams like a bug, isn't it?

Best regards,

Fabian

[cameronrichard]

Hi Fabian,

Excellent! I'm glad you solved it.

It was an easy mistake to make unfortunately. Since the em_ci_severity_task extends Task there are likely to be fields there that aren't used by the Event Management application that look like they should be.

I'll do more looking and log a PRB if I validate it as an issue.

Thanks,

Cameron