Cloud ALM and SNOW integration - create incident for red alerts only

[Shubhra]

Hi,

We are currently integrating SAP Cloud ALM and ServiceNow and have adjusted our mappings. The incident create and ping event situations are working. However, a new incident is getting created for the same alert multiple times. For e.g, 

• There is a yellow alert raised for 'Hana Memory' metric --> an incident is created.
• The alert rating changes from yellow to red --> a new incident gets created.

How can we adjust the mapping (what condition to add and how) such that incident is only raised when alert rating is red? no incidents are required for yellow rating alerts.

[brad_saxon]

Since you mentioned you have already adjusted your mappings (would have been my first thought), you might try if you can trigger only the Red Alerts by using Intelligent Event Processing (IEP). Please see:

• Overview
• Setup & Configuration

If you have someone experienced in the manual adjustment of .json files, you might also revisit adjusting the mapping rules via the Mappings Management options. I suspect the mapping rules could be adjusted to ONLY send Red Alerts. The standard Service Now mappings likely send ANY alert.

If you are not able to figure it out, please log an SAP Incident under SV-CLM-API (SAP Cloud ALM External API)

[Shubhra]

Hi Brad,

Thanks a lot for your response. I tried your suggestion related to IEP, so created a rule in IEP with following details -

• Event Type - Health Monitoring Event
• Managed Component - Selected the system/service.
• Rating - 3
• Action Type - Create ticket
• Action subscription - selected the SNOW subscription.

Is this the correct way of doing it? 

For adjusting the mapping rules (instead of using IEP) so that tickets are created for red alerts only, I have submitted a case in this component SV-CLM-API for further guidance.