Customizing Alert Sync Incident Creation Rules

To get the most out of your Alert Sync deployment you have the ability to customize three ServiceNow scripts and create the behavior that matches exactly what your organization needs.


Incident Creation Script

Available under the "Advanced Creation" tab in the Incident Creation Rule, this script runs when a new alert from SCOM enters the ServiceNow ecosystem.  In-depth information is available on the Incident Creation Script page, including a breakdown of the default script and variables available.

Some of the previously suggested customizations are below.

Alert Update Script

Available under the "Advanced Updates" tab in the Incident Creation Rule, this script runs when SCOM requests any updates to the Alert and related ServiceNow Incident.   In-depth information is available on the Alert Update Script page, including a breakdown of the default script and variables available.

Some of the previously suggested customizations are below.

Incident Update Script

Available under the "Advanced Updates" tab in the Incident Creation Rule, this script runs when a SCOM alert changes and has a ServiceNow Incident attached.  In-depth information is available on the Incident Update Script page, including a breakdown of the default script and variables available.

Some of the previously suggested customizations are below.