Metric rule triggering Proactive Engagement through alerts
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Summary of Metric rule triggering Proactive Engagement through alerts
This feature enables ServiceNow customers to automatically create alerts based on metric rule trigger criteria, which then initiate Proactive Engagement alert actions. These alerts are governed by customizable system properties that define when and how alert actions are triggered, ensuring relevant and timely user notifications and resolutions for devices and applications.
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Key Features
- Alert Creation and Triggering: Alerts are generated when metric rule conditions are met, and alert actions are executed accordingly.
- System Property-Based Conditions: Various system properties allow you to customize alert triggering conditions, such as user impact thresholds and freeze periods.
- User Impact Limits: Alert actions are throttled to avoid overwhelming users, with default limits like fewer than 100 impacted users within specified time windows.
- Throttling Windows: Separate throttling durations exist for device-related (default 8 hours) and application-related (default 1 hour) alerts, controlling how often alerts can be triggered based on user impact.
- Notification Channel Configuration: Admins can enable or disable notification channels through a wizard, depending on installed plugins, to control how users are notified.
- Alert Closure Differences: Device alerts close automatically after successful resolution via Proactive Engagement, whereas application alerts remain open.
Key Outcomes
- Effective User Engagement: Customers can proactively notify affected users based on precise metric rule criteria and system property settings.
- Controlled Alert Frequency: Throttling mechanisms prevent alert fatigue by limiting alert triggers per user and time window.
- Customizable Alert Behavior: ServiceNow customers can tailor alert triggering and notification channels according to their operational needs and installed plugins.
- Clear Resolution Workflow: For device-related issues, alerts close upon resolution, providing clear lifecycle management of incidents raised through Proactive Engagement.
Metric rules create an alert based on its trigger criteria.
Alert actions are triggered when an alert is created in the specified criteria. You can create an alert based on the values shared in the system properties. The system properties can be set as conditions based on which the alert action
is triggered. Applications and devices need a different set of system properties to be set. The alert action is triggered when an alert is created based on the specified criteria and the conditions met. Through system properties, you can
customize the values of these conditions.
- Alert action for this metric rule is not triggered in the last 72 hours for the user.
- Fewer than 100 users are impacted for this metric rule within an 8 hour window.
| System property | Condition | Description | Type |
|---|---|---|---|
| sn_pren.resolution_freeze_period | Metric rule not triggered in the last 72 hours (default). | The duration (in hours) for imposing a freeze period for a specific user for any unique metric rule configured in Proactive Engagement. Set this value to zero to disable the rule. | integer |
| sn_pren.device_resolution.user_limit_per_throttling_window | Fewer than 100 users (default) are impacted. | Maximum number of users for which a Proactive Engagement device-related resolution is triggered within a defined time period. The value of the time period configured in property sn_pren.device_resolution.throttling_window_duration. | integer |
| sn_pren.device_resolution.throttling_window_duration | Within an 8-hour (default) window | The time period in minutes within which a Proactive Engagement device-related resolution is throttled. This resolution is throttled if the impacted number of users exceed the value in property sn_pren.device_resolution.user_limit_per_throttling_window. | integer |
| sn_pren.application_resolution.user_limit_per_throttling_window | Fewer than 100 users impacted | Maximum number of users for which a Proactive Engagement application-related resolution is triggered. This resolution is triggered within a defined time period (value of the time period configured in property sn_pren.application_resolution.throttling_window_duration). | string |
| sn_pren.application_resolution.throttling_window_duration | Within an hour window | The time period in minutes within which a Proactive Engagement application-related resolution is throttled. This resolution is throttled when the impacted number of users exceed the value in property sn_pren.application_resolution.user_limit_per_throttling_window. | integer |
| sn_pren_channel_configuration | Enable/Disable the notification channels required to notify the users. |
The notification channels can be enabled or disabled on the wizard experience by the admins to choose the notification channel. These notification channels are listed only when the related plugin is installed. |
string |
Alert closure in Proactive Engagement
There are different methods followed for closing the alerts in Proactive Engagement for devices and applications.
- Devices: Alerts generated from Metric rule triggered for devices, are closed once Proactive Engagement helps the impacted users to successfully resolve their issue.
- Applications: Alerts generated from Metric rule triggered for applications are not closed.