DX OI - Many ServiceNow incidents and Service Alarms are being created

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Article ID: 208782

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Updated On:

Products

DX Application Performance Management

Issue/Introduction

We had 175+ tickets and about 660+ alerts we need cleanup of those seems to be incorrect or duplicated 
 
What we can do to avoid this situation going forward? 
 

 

Environment

DX Operational Intelligence 1.3.x, 20.x
DX Application Performance Management 11.x, 20.x
DX SaaS

Resolution

Recommendations:
 
1) Check if common entities are shared across multiple Services
 
Below is an examples showing an entity shared across multiple Services 
By design, if a single alarm is generated, it will create 2 services alarms which subsequently will create multiple SNOW incidents. 
 
You might want to revisit your Services definitions.
 
 
2) doi-servicealarm POD > SERVICE_ALARM_GROUPING_TIME (default is 5 minutes)
 
By design, if the Service Alarm is not closed after 5 minutes, the result will be that a new Service Alarm (s) and Incident(s) will be created for the same entity
 
The default time window might be too small so you consider increasing the property accordingly to your requirements.  If you are using a SaaS environment contact Broadcom Support 
 
 

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/digital-operational-intelligence/20-2/using/alarm-analytics/Service-Alarms.html

DX AIOPs - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815/dx-oi-troubleshooting-common-issues-and.html

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