Description
This article is a quick reference guide to the Knowledge Base articles and additional support resources that cover common Event Management Application issues and topics.
For a list of all available reference guides, see Resource Pages.
Understanding Event Management
Event Connector
- ServiceNow Product Documentation provides helpful information before you start implementing Connectors and listeners Check out the following links for frequently seen issues related to connectors and listeners
| Known Issues & Fixes |
- SCOM connector instance configured with Windows Authentication
- Unable to get SCOM Event Collector to connect to SCOM server
- Deadlock: Problem when running more than one Groovy connector (SCOM) on the same MID Server
- Zabbix connector stores Japanese characters in the event/alert description field as HTML character code
- Out-of-the box Event Management - Listener Transform scripts corrupt or truncated
- Moving Event Management Connector Instances records using update sets
| Known Errors (PRBs) |
Event Processing and Event Rule
- Event Processing and Event Rules issues can be caused by a wide variety of factors. For more information and troubleshooting help, check out these articles. Some links may require you to log in to HI.
| Known Issues & Fixes |
- Events not processed
- Event Management events stuck in 'Queued.' state.
- Event Management Events Stuck in 'Ready' state
- Event Management: Incoming trap records are slowly processed and stuck in ready state
- Events assignment to Event Processing Jobs and how to Identify a hang/delay in an event processing job
- The alert query job is causing out of memory errors
- Event rule field cleared from events
- On Alert [em_alert] Maintenance flag is updated to False automatically when a new event comes in
- Event Rule filters using "less than", "greater than", "less than or is", or "greater than or is" make an incorrect comparison when the value is numeric
- Event Management - Closing/clear events does not close associated incidents
| Known Errors (PRBs) |
- 'Event Management - process events' scheduled job spends a lot of time updating records in sys_attachment table with table_sys_id as null
- Em_events are stuck in 'ready' state due to cache not being refreshed correctly
- Event rules are disabled with an error "Warning: Rule was disabled. Event rule processing failed due to a regex failure in Transform and Compose section. Exception message: java.lang.Integer cannot be cast to java.lang.String."
- Event Field Mapping does not work when Threshold is enabled in Even Rule post upgrading to Newyork.
Impact Calculation / EM Dashboard
Impact Calculation / EM Dashboard issues can be caused by a wide variety of factors. For more information and troubleshooting help, check out these articles. Some links may require you to log in to HI.
| Known Issues & Fixes |
- Event Management impact calculations repeatedly turn off and out-of-memory OOM issues occur when impact calculations run
- Incoming event maintenance flags blank out all alerts glide_date_time fields through the impact calculator
- Alert panel not working when "tiny URL" is activated
| Known Errors (PRBs) |
- JVM restarted due to OutOfMemory errors caused by Event Management - Impact Calculator Trigger job
- Impact status calculated wrong on OS cluster.
- Event Management Dashboard is not loading and multiple EM impact jobs are stuck
- Service Analytics group alerts using RCA job causes of OutOfMemory exception in Madrid P4 and up
- "Event Management - Impact Tree Builder" jobs are running for a long time, and causing highmemory usage on the instance
- Event Management customers may see erroneous data in the Event Dashboard
- Impact not shown on Event Management Dashboard - invalid query returns no rows "Unknown field is_service in table cmdb_ci_service"
- Event Management Dashboard - setting maintenance flag to "true" on alert that is part of alert group, doesn't remove the alert from alerts panel
Alert Management Rule
ServiceNow Product Documentation provides helpful information before you start implementing Alert Management Rule. For more information and troubleshooting help, check out these articles. Some links may require you to log in to HI.
| Known Issues & Fixes |
- Alert Management Explained
- Alert Similarity causing performance issues during load of the Alert form
- [EM - Alert Rule] After upgrade to Madrid "EvtMgmtCustomIncidentPopulator" or "the task field customisations" are not working
- Alerts are not showing on business services.
- Alert group in Event Management stops working
- Alerts not getting created even when it satisfies an event rule
- Delayed incident creation from alert in Maintenance
- [London - Event Management] - Published flows do not show up in the list of flows when configuring Alert Management Rules.
- How to query the alert management rules by conditions in "Alert filter" field within "Alert management rules" table list view?
- Alerts are not opening when tried to open from Event Management Dashboard.
| Known Errors (PRBs) |
- Migrate Alert Rule to Management Rule breaks Regex condition in the alert filter.
- Alert Similarity causing performance issues during load of the Alert form
- [Alert Group Reasoning] Fix bug in Learner - to prevent saving redundant information in pairwise probabilities table
- Deleted CIs remain in the table em_impact_maint_cmdb_ci_alert
- Alert Grouping in certain cases, role in group is empty for secondary alerts
Event-Driven Discovery
ServiceNow Product Documentation provides helpful information before you start implementing Alert Management to have the CMDB auto Populate with events from the cloud providers. For more information and troubleshooting help, check out these articles. links may require you to log in to HI.
| Known Issues & Fixes |
- VMware alert configuration with CMP
- AWS alert configuration with CMP
- VMware alert configuration with CMP
- Google alert configuration with CMP
| Known Errors (PRBs) |