How alerts work with change requests

When a CI has a change request, the impact tree, topology, and Alerts tab update based on various factors.

You can address alerts based on state of the affected CI. The following table describes how the impact tree, topology, and Alert tabs change and the actions you can take.

You can learn about how alerts work with CIs from the following video tutorial.

Table 1. How alerts work with change requests
How CIs with change requests appear in Event Management Description and the optimal time to resolve the alert
Figure 1. CI with an active change request
Normal Alert with CI

If an active change request occurs, all alerts on the affected CI will be ignored from impact calculation. The Alerts tab also temporarily hides all corresponding alerts. The impact tree shows the CI in green with the "In Maintenance" text. The impact tree and topology temporarily show CIs in green.

For a business service, all alerts on CIs in the business service are also hidden from the Alerts tab. The entire business service is green on the impact tree. For a host with an active change request, the host applications are considered as one unit. All child applications are treated in the same manner as the host until the change request is no longer active.

An active change request has the following values:
  • The State is Scheduled or Implement.
  • The current time is between the Planned start date and Planned end date on the change request.

    OR

  • The current time is between the Actual start date and Actual end date on the change request.
You can monitor the progress of the change request. Wait until the change request moves to the Review or Closed State. Then, you can address all alerts for the affected CI and any alerts that generated between start and end dates. Use the impact tree, topology, and Alerts tab to show the calculated impact severity.
Note: The "In Maintenance" information, which appears on the impact tree as shown on the left, is not to be confused with the Maintenance check box for an alert or the In Maintenance Status for a CI in the CMDB.
Figure 2. CI with no active change request
Normal Alert with CI

When there is no active change request for a CI, impact calculation resumes. The impact tree, topology, and Alerts tab show the calculated impact severity for alerts.

An inactive change request has the following values:
  • The State is New, Assess, Authorize, Review, Close, or has no changes at all.
  • The State is Scheduled or Implement. However, the current time is before or after the planned or actual date ranges on the change request.

You can monitor the progress of the change request. When a CI has an inactive change request, you can address the corresponding alerts as appropriate.