Handle alerts while CIs are in maintenance

When an alert occurs on a CI that is in the maintenance state, the alert state is also changed to maintenance. You should find and monitor the states of these alerts. Later, when changes on the CI are complete, finish triaging the alert and close it.

Before you begin

Note:

The Operator Workspace interface is available only to customers who have upgraded from a release prior to the Utah release. New customers as of the Utah release can use the Service Operations Workspace for ITOM, which offers an enhanced UI for managing alerts.

Before completing this task, familiarize yourself with basic form configuration in an instance. You might need to add fields and related lists to forms.

The example in this topic assumes that a network administrator opened a change request to reconfigure a problematic web server.

Role required: evt_mgmt_operator

Procedure

1. Find alerts in maintenance:
   1. Navigate to Event Management > Operators Workspace.
   2. Click the filter icon () and in the Filter box, click Advanced view and specify:

      State | is | Maintenance.

2. In the list of alerts, find an alert with a value in the Configuration Item column.
   This is the CI on which the alert occurred.
3. Click the CI name to open the form that displays information about the CI.

   In this example, the status of the web server is In Maintenance and there is a change request scheduled so that someone can reconfigure it.

4. Click the CI name to open the form that displays information about the CI.

   In this example, the status of the server (on the Details tab) is In Maintenance. You can view the scheduled change request on the Change Requests tab (someone will reconfigure the CI).

   

   

5. At this point, you should not modify the alert associated with this CI.
   You can open the change request to see if a schedule is attached, or coordinate with your team to find out when the CI will no longer be in maintenance.
6. After you verify that the Status field on the CI is not In Maintenance, open the alert again and clear the Maintenance check box.
7. Continue to triage the alert.