Unmanaged Scom alerts without Ticket ID, how to deal ???

Forum: Operations Manager4
Viewing 7 posts - 1 through 7 (of 7 total)
  • #229948
    Profile photo of Pollastre
    Pollastre
    Participant

    Hello everyone,

    Our 24×7 operators sometimes forget to manage alerts, when this happens, a ticketid is not created for that alert. (By forgetfulness or carelessness)

    What would be the best way to notify the operations manager when a “Critical” alert has not been processed in 10 minutes for example?

    I need some kind of notification via email or whatever it is (excel file or result of a query) I searched the notification options in SCOM 2012 but dont found any “conditions” of my desired case, only I see the optios
    checkbox “that was modified in a specific time period” but I need “that was NO modifed” or the checkbox “with a specific ticket ID” and I need with “blank ticket ID”

    Any good advice about this situation and how to deal with it?

    Thanks

    #229950
    Profile photo of Wilson W.
    Wilson W.
    Participant

    You could probably build some sort of workflow in Orchestrator that could do this for you. However I think the best answer would be that you shouldn’t have your help desk people manually create tickets at all. You should be automating ticket creation completely. There are Orchestrator IP’s from Microsoft and other vendors that allow you to integrate with most of the popular help desk products such as the ServiceNow IP from Kelverion.

    #229954
    Profile photo of Pollastre
    Pollastre
    Participant

    Thanks for the fast response, its a good idea , but can’t use Orchestrator in this customer.

    I found a very good workarround on technet forums about this scenario.

    You can read more if search “Default value for TicketID field” on google, I found a PS Script that modifies new blank tickets with your desired ID.

    #229993
    Profile photo of Scott Moss
    Scott Moss
    Participant

    the easiest thing to do would figure out the parameters that you are looking for, and create a PS script that can query OpsMgr Alerts that are in that condition, and then have them emailed to someone. I have a sample on technet scripts library for SCOM. I basically updated someone 2007 script to work for SCOM 2012 that looks at a bunch of items.

    #229996
    Profile photo of Pollastre
    Pollastre
    Participant

    Hello Scott, please, can u share the sample u said for scom 2012? Thanks

    #230006
    Profile photo of Scott Moss
    Scott Moss
    Participant
    #230014
    Profile photo of Pollastre
    Pollastre
    Participant

    Thank you very much Scott, your version of this script for 2012 is very useful!!

    but, I dont know,  how to construct the query to Get the active alerts with an age of 30 minutes (for example) that do not have ticket ID or have the empty ticket ID field. ¿ Is it possible?

     

     

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