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How can we stop alarms from showing after a Service Now/ticket gets generated?

  • 1.  How can we stop alarms from showing after a Service Now/ticket gets generated?

    Posted 10-20-2017 03:04 PM

    Hi,

     

    Is there an automatic way to stop alarms from showing ONLY after a Service Now ticket has been assigned to our user for the sngtw?

     

    Although the alarm suppression will allow us to only see 1 alarm in UMP/IM (and show *** events), it is still filling up our database and creating emails each time! 

     

    Could we somehow stop alarms after the original email/service now ticket is sent without disabling the profiles?

     

    A



  • 2.  Re: How can we stop alarms from showing after a Service Now/ticket gets generated?

    Posted 10-23-2017 08:28 AM

    hi Alberto,

    It is not possible to prevent the new alarms coming in if a ServiceNow ticket was previously created.  

     

    However, you can prevent the display of alarms if a ServiceNow ticket is linked to it using a Filter in the IM Alarm console.

    Something like:

    Field: custom_1

    Value: ![INC[A-Za-z0-9]]*  (regex for ServiceNow Incident #, so to not "!" show anything with a Service Now ticket).

     

    As for the emails, that may depend on how you configured the emailgtw probe.

    Is it emailing on every alarm or only on assignment?



  • 3.  Re: How can we stop alarms from showing after a Service Now/ticket gets generated?

    Posted 10-23-2017 12:19 PM

    Yes the emails are on every alarm. So if a service/application goes down for 5 hours, the NOC and customer will receive an email of the alarm every x minutes for 5 hours.

     

    Thanks  you so much for the input and script sample!

     

    A