Service now incident not showing short description when it is getting updated

Question

Hi All,

In our environment , we have integrated solarwinds with service now. We have configured logfile monitoring using SAM module.

When jobA fails it is triggering alert in service now with all the required fields. when the same job fails again in sometime , alert is getting updated with the work notes "orion has been reactivated ". Is there any way to get short description field in the ticket which displays the job name when the jobA fails for second time..

Because we are using same templates for different jobs.So we need to get the job namesin the service now incident.

Regards,

Ajju.

aLTeReGo · Answer

In this scenario, you would need to create/configure 2000 components (one for each job you want to alert upon, or utilize Log Manager for Orion.

ajju · Answer

We have a logfile from a node which needs to be monitored. There are 2000 jobs running which will update the status or failures in the logfile which we need to monitored. Job names are like job1, job2, job3 etc.

Currently we have configured single component with multiple condition using wildcard option.

If job1 fails it triggers alert. If job2 fails it gets updated in the same alert rather than creating new alert.

Since there are 1000 of jobs it is tough to configure one component for 1 job.

How can we achieve this in solarwinds..?

We expect alert to be created whenever there is a job failure..?

As we are using 1 component with multiple conditions , solarwinds takes all jobs as 1 component and create only one alert and it gets updated when other job fails.

Please let us know your thoughts on this.

aLTeReGo · Answer

I'm not quite sure what you mean by job name, but all your alerts should contain macros which contain all necessary information required to uniquely identify which node, application, etc. the ticket relates to. This may require you to rename the application or component to something more descriptive and unique if you are using multiple of the same type/name on a single node. In other instances, simply including the node name is sufficient to differentiate it from others.