Incident Generation
Introduction | Video | Tip 01 | Tip 02 | Tip 03 | Tip 04 | Tip 05 | Tip 06
Introduction
Incidents generated by Discovery Admin populate the out-of-the-box Incident Table and are intended to follow the existing Incident Management Process for resolution.
To Generate Incidents, click the { Generate Incidents } UI Action on the Troubleshooting Form, which is visible after the Troubleshooting is complete.
NOTE:
Discovery Admin generates only ONE Incident per Incident Error Code and includes all the IP Addresses (with the SAME Root Cause and Remediation) in the corresponding Generated Incident.
The maximum number of Incidents Generated by Discovery Admin can not exceed the number of Incident Error Codes that are Active = True at the time of Incident Generation.
Several Discovery Admin Properties can be configured to Enhance Incident Results to control how Incidents are generated by Discovery Admin and what is included in the generated Incident(s).
Video: Generate Incidents (1 min :: 44 secs)
Time Stamps:
0:15 - Incident Generation
Click on the { Discovery Admin } UI Action from the Discovery Status Module, to navigate to the Troubleshooting List View.
Click on the Troubleshooting Record to navigate to the Troubleshooting Form.
Click on the { Generate Incidents } UI Action to Generate the Incidents. The Status in the Troubleshooting Form changes to Generating Incidents.
Tip 01: Hints
Mouse over the UI Actions on the Troubleshooting Form to read the Hints, which further explain what each one does.
Tip 02: Incident Information
The Incident Information attribute on the Troubleshooting Form shows the following information, aligned with different states of the Troubleshooting:
State = In Progress OR State = Analysis Executed
Value of Discovery Admin Property 2.3: generate_incident.ignore_incident_state
Value of Discovery Admin Property 2.6: incident_description.length
State = Generating Incidents
Ongoing count of Incidents Generated
Ongoing count of Deduplicated Incidents
State = Incidents Generated
Final count of Incidents Generated
Final count of Deduplicated Incidents
State = Canceled
If Analysis is Canceled: Text indicating that Incident Generation is not available
If Incident Generation is Canceled: Intermediate count of Incidents Generated
State = Generating Incidents (while waiting for ServiceNow on Background Queue)
After the Incident Generation is triggered, ServiceNow assigns a Background Queue for Incident Generation. This process takes a few seconds or may take longer if the Background Queue is currently being used for another Incident Generation from a previous Troubleshooting.
During this time window, the Incident Information attribute indicates that Discovery Admin is waiting on ServiceNow to provide a Background Queue to begin the Incident Generation.
Tip 03: ZERO Incidents are Generated
This can be for one of the following reasons:
None of the IECs generated by that specific Troubleshooting are active. Please recheck the Active flag for the corresponding IECs.
[v9.3] If the { Generate Incident } UI Action is clicked and none of the IECs are active, an error message will be displayed on the Troubleshooting Form and Incident Generation will be intercepted.
Incident de-duplication (controlled via several Discovery Admin Properties) has prevented the generation of new Incidents.
Review the properties to Enhance Incident Results and reconfigure them, if this was not the intended outcome.
Tip 04: Discovery Admin seems stuck on: Incident Information = Initializing...
Discovery Admin is waiting for another Troubleshooting to complete its Incident Generation. You can verify this by navigating to the Troubleshooting List View.
This is by design to ensure Discovery Admin uses a limited number of background threads for Incident Generation. This eliminates any impact on other background processing that may be scheduled on your ServiceNow Instance.
Tip 05: Cancel Incident Generation [v9.3]
Incident Generation can be canceled via the { Cancel } UI Action on the Troubleshooting Form, while Incident Generation is in progress.
Tip 06: Incident Generation is Successful BUT no Incidents are Created
This can happen for one of the following reasons:
All the required fields on the Incident Form are not populated. This may result in ServiceNow restricting the creation of a new Incident Record. To address this, make sure you Configure IECs for Incident Generation to ensure all the required attributes on the Incident Form are configured to be auto-populated.
There may be ACL(s), Business Rule(s), or Data Policy(s) on Incident Form that prevent Incident creation. This may result in ServiceNow restricting the creation of a new Incident Record.