Contents

1. Overview
2. Event Connector
3. Event Processing and EventRules
4. Impact Calculation & Event Dashboards
5. Alert Management Rules
6. Event-Driven Discovery

1. Overview

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.

Product Documents

1. 1. ServiceNow -Understanding Event Management
   2. Getting Started with Event Management
      

2. Event Connector

Product Documents

1. 1. 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

Knowledge Base Articles

1. 1. SCOM connector instance configured with Windows Authentication
   2. Unable to get SCOM Event Collector to connect to SCOM server
   3. Deadlock: Problem when running more than one Groovy connector (SCOM) on the same MID Server
   4. Zabbix connector stores Japanese characters in the event/alert description field as HTML character code
   5. Out-of-the box Event Management - Listener Transform scripts corrupt or truncated
   6. Moving Event Management Connector Instances records using update sets
   7. NPM 12.0 is only supported version for SolarWinds EM, 12.0 is EOL on 8/2019
   8. The PRTG connector will create duplicate Events if the severity of the event has changed

3. Event Processing and Event Rules

Product Documents

1. 1.  Event Rules

Knowledge Base Articles

1. 1. Events not processed
   2. Event Management events stuck in 'Queued.' state.
   3. Event Management Events Stuck in 'Ready' state
   4. Event Management: Incoming trap records are slowly processed and stuck in ready state
   5. Events assignment to Event Processing Jobs and how to Identify a hang/delay in an event processing job
   6. The alert query job is causing out of memory errors
   7. Event rule field cleared from events
   8. On Alert [em_alert] Maintenance flag is updated to False automatically when a new event comes in
   9. 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
   10. Event Management - Closing/clear events does not close associated incidents
   11. 'Event Management - process events' scheduled job spends a lot of time updating records in sys_attachment table with table_sys_id as null
   12. Em_events are stuck in 'ready' state due to cache not being refreshed correctly
   13. 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."
   14. Event Field Mapping does not work when Threshold is enabled in Even Rule post upgrading to Newyork.
   15. Cause of duplicate nodes in the em_unique_nodes table which affects licensing

4. Impact Calculation & Event Dashboards

Product Documents

1. 1. Impact Calculation / EM Dashboard 

Knowledge Base Articles

1. 1. Event Management impact calculations repeatedly turn off and out-of-memory OOM issues occur when impact calculations run
   2. Incoming event maintenance flags blank out all alerts glide_date_time fields through the impact calculator
   3. Alert panel not working when "tiny URL" is activated
   4. JVM restarted due to OutOfMemory errors caused by Event Management - Impact Calculator Trigger job
   5. Impact status calculated wrong on OS cluster.
   6. Event Management Dashboard is not loading and multiple EM impact jobs are stuck
   7. Service Analytics group alerts using RCA job causes of OutOfMemory exception in Madrid P4 and up
   8. "Event Management - Impact Tree Builder" jobs are running for a long time, and causing highmemory usage on the instance
   9. Event Management customers may see erroneous data in the Event Dashboard
   10. Impact not shown on Event Management Dashboard - invalid query returns no rows "Unknown field is_service in table cmdb_ci_service"
   11. Event Management Dashboard - setting maintenance flag to "true" on alert that is part of alert group, doesn't remove the alert from alerts panel
   12. Event Management customers may see erroneous data in the Event Dashboard 

5. Alert Management Rules

Product Documents

1. 1. Alert Management Rule.

Knowledge Base Articles

1. 1. Alert Management Explained
   2. Alert Grouping Explained
   3. Alert Processing Explained
   4. Alert Similarity causing performance issues during load of the Alert form
   5. [EM - Alert Rule] After upgrade to Madrid "EvtMgmtCustomIncidentPopulator" or "the task field customisations" are not working
   6. Alerts are not showing on business services.
   7. Alert group in Event Management stops working
   8. Alerts not getting created even when it satisfies an event rule
   9. Delayed incident creation from alert in Maintenance
   10. [London - Event Management] - Published flows do not show up in the list of flows when configuring Alert Management Rules.
   11. How to query the alert management rules by conditions in "Alert filter" field within "Alert management rules" table list view?
   12. Alerts are not opening when tried to open from Event Management Dashboard.
   13. Migrate Alert Rule to Management Rule breaks Regex condition in the alert filter.
   14. Alert Similarity causing performance issues during load of the Alert form
   15. [Alert Group Reasoning] Fix bug in Learner - to prevent saving redundant information in pairwise probabilities table
   16. Deleted CIs remain in the table em_impact_maint_cmdb_ci_alert
   17. Alert Grouping in certain cases, role in group is empty for secondary alerts

6. Event-Driven Discovery

Product Documents

1. 1. Set up AWS event processing for Discovery and Service Mapping 
   2. Configure the Azure Alert service to auto-update the CMDB
   3. Configure the VMware Events service to auto-update the CMDB
   4. Configure the Google Stackdriver Logging service to auto-update the CMDB
      

Knowledge Base Articles

1. 1. VMware alert configuration with CMP
   2. AWS alert configuration with CMP
   3. VMware alert configuration with CMP
   4. Google alert configuration with CMP