View alert information

View a list of all alerts for business services and manual services, and then manage individual alerts as necessary. Multiple related events may correlate into a single alert. Event Management only creates alerts when one or more events meet the conditions defined in event rules, alert rules, and alert configuration settings.

Before you begin

Role required: evt_mgmt_admin, evt_mgmt_operator, or evt_mgmt_user

Procedure

  1. Navigate to Event Management > All Alerts.
  2. To view or manage an alert, click the alert number.
  3. Review the information on the Alert form.
    You can click tabs on the form for additional information.
    • To view flapping information, click the Flapping tab.
    • To view alert history, click the History tab.
    • To view remediation information, click theRemediation Tasks tab.
    • To view corresponding events, click the Events tab.
    • To view related alerts, click the Alerts tab.
    • To show affected business services, click the Alert Services tab.
    Table 1. Alert form
    Field Description
    Number If an alert was created as a result of the event, this field contains the unique ID that is generated by Event Management to identify the alert.
    Source The event monitoring software that generated the event, such as SolarWinds or SCOM. This field has a maximum length of 100. It is formerly known as event_class.
    Node The node name, fully qualified domain name (FQDN), IP address, or MAC address that is associated with the event, such as IBM-ASSET. This field has a maximum length of 100.
    Type The pre-defined event type, such as high CPU, which is used to identify an event record. This field has a maximum length of 100.
    Resource The node resource that is relevant to the event. For example, Disk C, CPU-1, the name of a process, or service. This field has a maximum length of 100.
    Configuration Item A JSON string that represents a configuration item. For example, {"name":"SAP ORA01","type":"Oracle"}. The CI identifier that generated the event appears in the Additional information field. This field has a maximum length of 1000.
    Task The corresponding task for the alert, such as an incident, change, or problem.
    Description The alert description.
    Severity The severity of the event. The value for this field is copied from the event unless the event closes the alert, in which case the previous severity is retained for reporting.
    • Critical: Immediate action is required. The resource is either not functional or critical problems are imminent.
    • Major: Major functionality is severely impaired or performance has significantly degraded.
    • Minor: Partial, non-critical loss of functionality or performance degradation occurred.
    • Warning: Attention is required, even though the resource is still functional.
    • Clear: No action is required. An alert is not created from this event. Existing alerts are closed.
    • Info: An alert is created. The resource is still functional.
    State The state of the alert.
    • Open: The alert requires user action.
    • Reopen: The previously closed alert requires additional user action.
    • Flapping: The alert is receiving a high frequency of identical events from the same source which causes many alert reopenings after a close had been made. User action is required.
    • Closed: The alert is closed and no further user action is required.
    Category The manner in which an alert derives from one or more events. If the alert was upgraded from Fuji, the all alert updates have the Regular category.
    • Default: The alert does not derive from any alert rule or event rule transform.
    • Threshold: The alert derives from an event rule threshold.
    • Regular: The alert derives from an alert rule.
    Acknowledged A check box that shows whether a user acknowledged an alert.
    Maintenance A check box that shows whether the resource affected by the alert is in maintenance.
    Updated The most recent time that the alert information was updated.
    Knowledge Article The knowledge article associated with the alert, if any.
    Description A reason for event generation. Shows additional details about an issue. For example, a server stack trace or details from a monitoring tool. This field has a maximum length of 4000.
    Message key The event unique identifier to identify multiple events that relate to the same alert. If this value is empty, it is generated from the Source, Node, Type, and Resource field values. This field has a maximum length of 1024.
    Additional Information A JSON string that gives additional information about the event. For example, {"evtComponent":"Microsoft-Windows-WindowsUpdateClient","evtMessage":"Installation Failure: Windows failed. Error 0x80070490"} This information can be used for third-party integration or other post-alert processing.
    User name and role The user and role of the person who made the most recent alert updates.
    Acknowledged The Acknowledged check box value after the most alert recent update.
    • True: The Acknowledged is selected.
    • False: The Acknowledged check box is cleared.
    Severity The Severity: Value of the most recent alert update.
    State The State: Value of the most recent alert update.
    Flapping tab
    Flap count The number of times the alert has flapped—that is, has fluctuated between a closed and a non-closed state—within the flap interval since the start time in the Flap start window.
    Flap start window The initial start time to measure the flapping occurrences.
    Flap last update time The last time flapping occurred. This time is the ServiceNow processing time, not the source system time.
    Flap last state The state before the alert entered the flapping state.
    History tab
    Initial event time The time the event that generated the alert first occurred. This time is the ServiceNow processing time, not the source system time.
    Last event time The last time the event that is linked to the alert occurred. This time is the ServiceNow processing time, not the source system time.
    Created The alert creation time.
    Parent The parent alert, if any—that is, any related alerts that have occurred earlier.
    Work notes The additional notes about the alert.
    Remediation Tasks tab
    Number The remediation task number.
    State The Orchestration workflow state.
    Workflow The Orchestration workflow name.
    Events tab
    Severity The severity of related events:
    • Critical: Immediate action is required. The resource is either not functional or critical problems are imminent.
    • Major: Major functionality is severely impaired or performance has significantly degraded.
    • Minor: Partial, non-critical loss of functionality or performance degradation occurred.
    • Warning: Attention is required, even though the resource is still functional.
    • Clear: No action is required. An alert is not created from this event. Existing alerts are closed.
    • Info: An alert is created. The resource is still functional.
    Time of event For related events. The time that the event occurred in the source system. This field is a GlideDateTime field in UTC or GMT format. This field has a maximum length of 40.
    Source For related events. The event monitoring software that generated the event, such as SolarWinds or SCOM. This field has a maximum length of 100. It is formerly known as event_class.
    Node For related events. The node name, fully qualified domain name (FQDN), IP address, or MAC address that is associated with the event, such as IBM-ASSET. This field has a maximum length of 100.
    Type For related events. The pre-defined event type, such as high CPU, which is used to identify an event record. This field has a maximum length of 100.
    Resource For related events. The event unique identifier to identify multiple events that relate to the same alert. If this value is empty, it is generated from the Source, Node, Type, and Resource field values. This field has a maximum length of 1024.
    Alerts tab
    Number For related alerts. If an alert was created as a result of the event, this field contains the unique ID that is generated by Event Management to identify the alert.
    Severity For related alerts. The severity of the event. The value for this field is copied from the event unless the event closes the alert, in which case the previous severity is retained for reporting.
    • Critical: Immediate action is required. The resource is either not functional or critical problems are imminent.
    • Major: Major functionality is severely impaired or performance has significantly degraded.
    • Minor: Partial, non-critical loss of functionality or performance degradation occurred.
    • Warning: Attention is required, even though the resource is still functional.
    • Clear: No action is required. An alert is not created from this event. Existing alerts are closed.
    • Info: An alert is created. The resource is still functional.
    State For related alerts. The state of the alert.
    • Open: The alert requires user action.
    • Reopen: The previously closed alert requires additional user action.
    • Flapping: The alert is receiving a high frequency of identical events from the same source which causes many alert reopenings after a close had been made. User action is required.
    • Closed: The alert is closed and no further user action is required.
    Source For related alerts. The event monitoring software that generated the event, such as SolarWinds or SCOM. This field has a maximum length of 100. It is formerly known as event_class.
    Node For related alerts. The event monitoring software that generated the event, such as SolarWinds or SCOM. This field has a maximum length of 100. It is formerly known as event_class.
    Resource For related alerts. The node resource that is relevant to the event. For example, Disk C, CPU-1, the name of a process, or service. This field has a maximum length of 100.
    Type For related alerts. The pre-defined event type, such as high CPU, which is used to identify an event record. This field has a maximum length of 100.
    Category For related alerts. The manner in which an alert derives from one or more events. If the alert was upgraded from Fuji, the all alert updates have the Regular category.
    • Default: The alert does not derive from any alert rule or event rule transform.
    • Threshold: The alert derives from an event rule threshold.
    • Regular: The alert derives from an alert rule.
    Acknowledged For related alerts. A check box that shows whether a user acknowledged an alert.
    Configuration Item For related alerts. A JSON string that represents a configuration item. For example, {"name":"SAP ORA01","type":"Oracle"}. The CI identifier that generated the event appears in the Additional information field. This field has a maximum length of 1000.
    Service The business service name.

What to do next

You can respond to the alert in the following ways:
Table 2. Alert response options
Option Description
Acknowledge the alert. Click Acknowledge. If the alert is reopened, this button reappears so you can re-acknowledge the alert.
Create an incident. Click Create incident. For more information, see Create an incident from an alert.
Create a security incident response, if Security Incident Response is activated. Click Create Security Incident.
Designate that the alert is in maintenance. Select the Maintenance check box. For more information, see View the maintenance status of all alerts.
Close the alert. Click Close. For more information, see Close an alert.