Suppress Incident Creation during a Change Window - Evanios

Suppress Incident Creation during a Change Window


In the monitoring and event management world, most enterprises share a common requirement: The ability for infrastructure events to trigger incident tickets automatically when a monitoring solution reports a failure.The objective is to report an outage (or a potential outage) and route the incident ticket to the correct team in order for the service to be restored before an external or internal customer is impacted.

There are many advantages in allowing the event management system to automatically trigger incident tickets. Here are a few:

  • Tickets are created and routed immediately after a failure is being reported.
  • Reduction of manual work.
  • Standardized formatted incidents

However without a proper event management system, it’s very easy to flood your ticketing system with redundant or ‘not so important’ incidents. One of the most frustrating scenario is opening incident tickets and reporting a failure during a known and a scheduled change. Therefore it’s critical to prevent incident generation if a CI is in a change/outage window.

Suppress Incident Creation during a Change Window

This has always been a challenge in the past because the event manager module and the change manager module were residing on separate systems. Evanios Operations is an enterprise class event management solution that runs natively on the ServiceNow platform. Preventing incident creation during a scheduled change window is functionality that is available out of the box with Evanios Operations.

A “Change Management Blackout” rule will get installed with the base updateset. This rule will blackout any event that is in an active change window.

Suppress Incident Creation during a Change Window

Here is a real world example of how this is accomplished:

A monitoring tool (for example Nagios or SCOM) will send an alert to Evanios Operations.

Evanios Operations will process this event and will determine that the device in question is related to a Change that is currently in progress and will change the state of the event to ‘Blackout’.  Consequently no incident will be generated and no notification will be made to Operations or Engineering.

This is accomplished 100% through automation.

Suppress Incident Creation during a Change Window blackout

Suppress Incident Creation during a Change Window blackout 2

 

By accessing the change window information in Evanios Operations, we can ensure that erroneous incidents do not occur in the system and that all incident creations are accurate and actionable.

Viola…you now know how to Suppress Incident Creation during a Change Window!