Service Operations Insight

  • 1.  Ticket logging in SOI

    Posted May 17, 2017 11:19 AM

    Hi,

     

    We have SOI integrated with snow and I want to stop major alerts to be logged as tickets. Also I want to stop none of the alerts from some ( non production) servers to be raised as tickets. Pls help to achieve This.



  • 2.  Re: Ticket logging in SOI

    Posted May 17, 2017 11:32 AM

    Hi,

    regarding avoiding a ticket for Major Alarms:

    Do you want to have the Major Alarms to still appear on the SOI console?

    • If No - stop them from being created in SOI at all: configure Monitoring properly or create an Event Filter to block Major Alarms.
    • If Yes - what do you do with the Major Alarms?
    • You have to add a condition to the Escalation policies to exclude Major Alarms. Or you create specific Alert Queues for all but Major Alarms and assign the Escalation Policies to these queues only.

     

    Regarding avoiding tickets for Non-Production Alarms:

    Same question as above:  Do you want these Alarms to show up in SOI?

    • If No - stop them from being created in SOI at all
    • If Yes - where is the logic that decides about a server being production or non-production?  This logic has to be built into the Escalation policy.  Or you create specific Alert Queues for Production-Alerts (based on the previous logic) and assign the Escalation Policies to these queues only.

     

    There are many different ways to achieve this depending on the way you are currently working.

     

    MichaelBoehm