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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 action within the policy settings in AIOps. This action allows you to trigger an 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 Take Action section. This section allows you to define the actions to be taken when the policy conditions are met and an alert is triggered.

  3. Within the Take Action section, locate the field labeled Action to be taken. Here, you need to assign a runbook to the alert. Choose ServiceOps Ticket from the available options.

  4. Next, specify the alert severity for which you want to trigger incident creation in ServiceOps. This is done by selecting the appropriate severity level from the dropdown When Severity is.

Example Scenario​

For example, if you have configured the following settings:

  • Action to be taken: ServiceOps Ticket

  • 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.