Manually create an alert

An alert can be automatically generated or you can manually create an alert. After creating the alert, an event is also created in the Event [em_event] table. Alerts that are manually created are useful for testing purposes.

Before you begin

Role required: evt_mgmt_admin or evt_mgmt_operator


  1. Navigate to Event Management > All Alerts
  2. Click New.
  3. Fill in the fields, as appropriate.
    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 Event Management generates to identify the alert.
    Source 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 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 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 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 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. Note: Reference pop-ups and click-throughs are hidden by default for read-only fields. For Configuration item and other read only fields, you can optionally change the read-only setting. For more information, see Configure pop-ups on read-only fields .
    Task Event Management SLA task for CIs and business services. This is an activity that is associated with this alert. For example, a change request to roll back the database instance to an earlier version.
    Description The alert description.
    Metric Name Unique name that describes which metrics are collected and for which this alert has been created.
    Message key 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.
    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 degraded.
    • Minor: Partial, non-critical loss of functionality or performance degradation occurred.
    • Warning: Attention is required, even though the resource is still functional.
    • Info: An alert is created. The resource is still functional.
    • Clear: No action is required. An alert is not created from this event. Existing alerts are closed.
    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.
    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.
    Parent The alert number of the parent alert that this alert is secondary to.

    This field appears only when this alert is secondary to another alert.

    Knowledge Article The knowledge article associated with the alert, if any.
    Impacted Services tab
    Impacted Services System generated content.
    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 generation 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 generation 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.
    Work notes The additional notes about the alert.
    Activities tab
    Activity System generated content.
    Additional tab
    Additional information A JSON string that gives more information about the event. The JSON data is supported for String values only, other value types are not supported. Numbers must be converted to String values by enclosing them in double quotes, for example, this value is not supported: {"CPU":100 } while this value is supported: {"CPU":"100"}. Another example of a valid JSON string is: {"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. Values in the Additional information field of an Event that are not in JSON key/value format are normalized to JSON key/value format when the event is processed. For example, assume that the following plain text is in the Additional information field “Connection instance is successful”. When the event is processed, all this plain text becomes one JSON string and might not be useful within an alert. In the resultant alert, this string is in the Additional information field in JSON key/value format, containing the data: {“additional_content”: “Connection instance is successful"}.
  4. Click Submit.

What to do next

You can respond to the alert in the following ways:
Table 2. Alert response options
Option Description
Submit Save the modifications made to the form and return to the Alerts list.
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 or security 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 all alerts by the maintenance status.
Close the alert. Click Close. For more information, see Close an Event Management alert.