Alerts in ServiceNow have different severities/priorities to the console
Problem
In the SCOM Alerts table of the ServiceNow app Alerts are created with different severities or priorities to what the console might suggest you would receive. For example, the severity of ‘Error’ when it is shown as ‘Critical’ in the SCOM console.
Cause
The underlying SCOM SDK has alerts classified with the severity of Error instead of the Critical shown in the console. Likewise, the priority of Medium is replaced with Normal. As our ServiceNow connector pulls alerts from the SDK they get imported to ServiceNow using these values. You can see the same result if querying for alerts via the OperationsManager PowerShell module:
Get-SCOMAlert | Where-Object -Property Severity -EQ -Value 'Error' Get-SCOMAlert | Where-Object -Property Priority -EQ -Value 'Normal'
You should bear this in mind if you are implementing incident creation logic against these fields.
The full list of Severities and Priorities is as follows:
SDK/SNOW Severity | Console Severity |
|---|---|
Error | Critical |
Warning | Warning |
Information | Information |
SDK/SNOW Priority | Console Priority |
|---|---|
High | High |
Normal | Medium |
Low | Low |