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Create Incidents in ServiceOps via AIOps Alerts

To enable incident creation in ServiceOps via the integration established between AIOps and ServiceOps, you can configure the "incident" within the policy settings in AIOps. Once configuration is done for alert in aiops, which subsequently generates an incident in ServiceOps when specific events occur in your infrastructure.

Configuration Steps​

  1. Navigate to the specific policy or create a new policy from Policy Settings to map incident creation in ServiceOps with alerts in AIOps.

  2. In the policy configuration settings, locate the Declare Incident section. This section allows you to configure incident creation by selecting the alert severity and choosing the integration profile to be triggered when that severity is reached.

  3. Within the Declare Incident section, go to Select Integration profile to Trigger and select the integration profile from the list. If you have not created any integration profile for ServiceOps then click Create Integration Profile button and create one.

  4. Now, select the severity level for which you want to trigger incident creation in ServiceOps by choosing the appropriate option from the When Severity is drop-down.

Example Scenario​

For example, if you have configured the following settings:

  • Integration Profile: Unified_Service_Connector

  • When Severity is: Critical

In this scenario, when an alert with a critical severity is triggered in AIOps as per the configured policy conditions, AIOps will automatically create an incident in ServiceOps. The urgency of the ticket created in ServiceOps will be determined based on the mapping between alert severities and incident urgency that you have previously configured while establishing the ServiceOps integration.