Enhance Incident Results
Property 2.2 | Property 2.3 | Property 2.4 | Property 2.5 | Property 2.6
Introduction
Results of the Incidents generated by Discovery Admin can be further enhanced to make the Incidents easier to manage for the Teams receiving them.
The Incident Generation Properties on this page control how we can Enhance Incident Results by controlling which IP Addresses are included in the Generated Incidents.
We recommend taking the time to understand these Properties, as they serve as the foundation for the end-to-end workflow for Incident Generation with Discovery Admin and a precursor for Scheduled Incident Generation.
Property 2.2: generate_incident.consecutive_count_threshold (2 mins : 49 secs)
Time Stamps:
0:17 - Working of the Property
0:36 - Understanding of the Property with an example
Controls if an IP Address should be included in the Generated Incident, based on the number of CONSECUTIVE times it is seen with the same IEC, as a result of a recurring Scheduled Troubleshooting, configured in Discovery Admin.
This helps identify recurring issues.
Property 2.3: generate_incident.ignore_incident_state (3 mins :: 11 secs)
Time Stamps:
0:18 - Working of the Property
1:46 - Default Out-of-Box Configurations
Controls if an IP Address should be included in the Generated Incident, based on if it is already present in another open Incident with the same IEC, that is currently Active.
This helps deduplicate IP Addresses, ensuring new Incidents only contain IP Addresses that are not actively being worked on.
If the same IP Address has DIFFERENT IECs associated with it, it will be included in separate Incidents (corresponding to the IEC).
A single Incident will never have the same IP Address listed more than once.
Property 2.4: generate_incident.optional_text
We can configure Optional Text in the top section of the Incident Description, for every Incident that is generated by Discovery Admin via the Property: generate_incident.optional_text
We can customize the Text in this property, to inform the recipients of the Incident, who they should reach out to, if they have questions or feedback on the Generated Incident.
Detailed instructions about this Property, along with how to configure it, (referenced in the screenshot above) can be done on the Discovery Admin Properties Page via: Discovery Admin > Properties
Property 2.5: generate_incident.related_list (1 min :: 44 secs)
Time Stamps:
0:15 - Working of the Property
1:05 - Additional Features of the Property
Controls, if an IP Address should be included in one of the out-of-the-box, Affected CIs Related List or Impacted Services/CIs Related Lists on the Incident Form.
This helps keep an ongoing reference trail for CIs not being discovered, leveraging the out-of-the-box capabilities of ServiceNow.
Property 2.6: incident_description.length (3 mins :: 35 secs)
Time Stamps:
0:08 - Working of the Property
0:56 - Why use this Property
1:14 - Advantages of using this Property
Controls if an IP Address should be included in the Generated Incident, limited by a maximum number of IP Addresses allowed in the Incident Description, or limited by a maximum number of Characters allowed in the Incident Description.
This helps limit the maximum work expected to be generated from a single Incident, allowing for conversations around setting pre-defined SLAs for Incident Resolution.