Service Now Integration with NPM and Multiple Alerts

ntzcary

Hello.  I am trying to figure out the logic to create an incident in Service Now and the relationship it has to the alert in Solar Winds. 

What I want to do is create an alert that creates a service now incident but depending on the time of day, sets the service now assignment group differently.  For example,  during the day the incident would be assigned to the server group, and at night it would go to the NOC.

If I create two alerts I am assuming that it will create two service now incidents if the alert definition is active for both time frames.

If I use the same alert and try to configure two different service now trigger actions with different times it tells me "A ServiceNow integration action is already defined for this alert. Using multiple ServiceNow integration actions on a single alert is not recommended."

Any ideas?

jm_sysadmin

Whether its 2 alerts or 2 actions, either/both with time restrictions, I can see the concern. Remember that notes in the alert or the ticket go back and forth, and you can clear the alert and the ticket will close. Basically Orion keeps the link going for the duration, polling every few minutes so it snot like sending an email. 

I think you could try multiple actions, but make sure that the INC needs to be closed manually, with no re-open action to start. 

We also have a development service now instance, if you do as well, maybe try it there first. Just set the permitted times and the correct team to assign to. 

The only other thing that comes to mind is that you could populate the assignment group with a custom property, and you'd have to script keeping that value correct. That doesn't sound fun, but might work.

Tell me how it works out!