We need the ability to include a Unique Alert ID in our Advanced Alerts to interface with our Ticketing System. Alert ID field is available in the Database but not in the Alert Variables.
Actually, I do not see the AlertID field in the Advanced Alerts table AlertStatus. So, the AlertID field does not exist for Advanced Alerts but should. Please add AlertID (unique identifier for the alert) field to the AlertStatus table in the database for Advanced Alerts. We really need this feature. Also, this field should be available as a variable in the Advanced Alert definitions.
In my opinion, this is absolutely mandatory for handling incidents in an automated environment. Being able to track an alert from trigger to clear inside of an ITSM platform is a powerful addition to any Solarwinds NPM implementation. We have recently proposed a rather complex work-around where we assign a unique ID to each alert type and then do a check against our open incidents in our ITSM platform where we search for the node name and the unique alert ID.
For example, if I had built an advanced alert for CPU Utilization over 80% I might assign it an alert ID of CPU_Util80. When I trigger the alert and send it over to our incident management platform I also send the alert ID of CPU_Util80. This gets added to a custom field in our incident and, when Solarwinds triggers a cleared alert, we simply (ahem!) search for the node name and CPU_Util80 alert ID in our open incidents and resolve the incident. (Not close).
This isn't perfect because it assumes that 1) we will never have more than a single open incident for the same alert at any given time and 2) that we can build the custom code to make all this comparison magic happen.
If anyone has a better idea, I'd love to hear it.
I would like to propose an additional use case:
We generate an alert message using the trigger condition and a recovery message from the reset conditions.
These emails are sent to our ticket system to generate a ticket via alert and, for issues that are resolved without intervention, close the ticket when a recovery message is received.
Our ticket system administrators have requested we have an "ID" common to both the alert message and the recovery message so they can programmatically pair them up in the ticket system. This ID would also need to be unique to this message pair so that the ticket system doesn't mismatch the pairs.
What ticketing system are you using? We use Remedy and I am struggling with closing tickets via a reset.
