Configure Device Health Monitoring by Generating Service Desk Alerts (SDA)

Aternity sends service desk alerts (SDAs) to draw attention to devices which encounter the same health events repeatedly, like application crashes, system errors or hardware issues. You can receive an SDA as an automated email, or you can view it in Aternity's REST API (learn more). Alternatively, if you have ServiceNow, you can send SDAs directly to the Riverbed SteelCentral Aternity App for ServiceNow (beta). With the Service Desk Alerts screen, you can configure the rules for Aternity to generate an SDA.

For example, you can receive an SDA whenever a device suffers from the same crash more than twice a week.

View and edit the rules which trigger an SDA
Tip

If a row is gray, Aternity does not send that alert. To enable it, select the row's context menu on the right > Edit.

This screen does not display the generated SDAs. It only configures the settings which govern when Aternity generates an SDA. You can view the alerts in several ways:

View SDAs by Description
Email

To receive SDAs as an automated email, you can specify different email addresses for each type of alert. Then create your own email processing rules to route the mails to your ticketing system (see below).

REST API

To view SDAs via a REST API query, use the SERVICE_DESK_ALERTS_RAW API, and filter the query to analyze the alerts. Learn more.

ServiceNow

If you route SDAs to your enterprise's ServiceNow (beta), each alert would automatically generate a ServiceNow incident. You must set up the integration between Aternity and ServiceNow, then configure the types of SDA which you want to route to ServiceNow. Learn more.

Aternity can send service desk alerts as an email, REST API or to ServiceNow

Aternity sends SDAs when it detects the same health event on the same device repeatedly. Learn more about Aternity's health events.

Procedure

  1. Step 1 Access the rules which trigger an alert by selecting the Gear Icon > Service Desk Alerts.
    View and edit the rules when Aternity sends an SDA
    Field Description
    Integrate with ServiceNow

    Select to integrate ServiceNow to Aternity if you want to route your SDAs into your enterprise's ServiceNow. Learn more.

    Alert Rule Name

    Displays the name of the predefined SDA, which has the same name as originating health events. Aternity sends alerts when one of the following health events occurs according to the rules you configure:

    • HD Failure Windows event ID 52 occurs with an imminent failure of the hard disk. Back up your data immediately, then use a scanning tool to detect problems. For example, if a disk is too hot, switch off the PC and disconnect the power of that hard disk until you replace it.

    • Application Crash (after hang) (Windows) Event ID 1002 occurs when a user manually forced an application's process to close after it stopped responding. (Mac) Aternity uses the system log to determine when a user has manually forced an application's process to close after it stopped responding. To resolve, note any common actions leading to the hang, then consult the app vendor's support site.

    • Battery Wear (Windows laptops only) Aternity checks if the battery capacity drops below a threshold (default is 50%), compared with the vendor's factory settings. This indicates that a full battery charge drains much faster than it should. To resolve, replace the battery.

    • HD Bad Blocks Windows event ID 7 occurs with a corrupted block of data on the hard disk. If many bad sectors develop, the drive may fail and needs attention. Replace a physically damaged disk immediately. For 'soft' or logical bad sectors, you can use Windows Disk Check.

    • Low Disk Space Aternity creates this event if the device's system disk has less than 5% free space, or less than 500MB available, which limits the size of virtual memory. To resolve, free some disk space (empty trash, remove unused apps) or increase its capacity.

    • Overheat Related Shutdown Windows event ID 86 occurs when the device shuts down due to overheating (critical thermal event). It indicates a hardware problem, like a dusty CPU, broken fan or obstructed air vent. Turn off your computer, clean the heat sinks, and make sure that air circulates properly.

    • System Crash (Windows) Aternity reports a system crash when Windows created a memory dump file after a BSOD. Aternity analyzes the Windows dump and extracts data. (Macs) Aternity reports a system crash when it detected a kernel panic from the macOS system logs. To troubleshoot, view the details of the event and research further on the name of the process or module and its error codes.

    For details, see the complete list of health events.

    Category

    Displays the category of the SDA and its underlying health event:

    • Hardware: A hardware health event for a device is a significant hardware problem on a device which impacts its overall health, like memory paging, or disk related errors and so on.

    • System: A system health event for a device is a significant problem at the level of the operating system which impacts on the device's overall health, like BSODs or other system crashes.

    • Application: A health event for an application occurs if it crashes, or for web applications, if it encounters a web error (like if the requested page is not found).

    Business Impact

    Displays the impact to the business of this alert. Use this to determine the urgency for resolving it.

    Trigger

    Displays the number of times this health event must occur within a set time period to trigger the health alert.

    Cooling Period

    Displays the time to wait before issuing another identical health alert on this device. Use this to avoid receiving a flood of alerts.

    Last Modified

    Displays the date when you last changed the rules which trigger this alert.

  2. Step 2 Activate an SDA or change the rules which trigger an SDA by selecting the row's context menu on the right > Edit.
    Change the rules triggering an SDA alert
    Field Description
    Enable Alert

    Select to toggle whether Aternity sends this SDA alert in your organization.

    Name

    Displays the predefined name of the SDA alert. It has the same name as its originating health event.

    Category

    Displays the category of the SDA and its underlying health event:

    • Hardware: A hardware health event for a device is a significant hardware problem on a device which impacts its overall health, like memory paging, or disk related errors and so on.

    • System: A system health event for a device is a significant problem at the level of the operating system which impacts on the device's overall health, like BSODs or other system crashes.

    • Application: A health event for an application occurs if it crashes, or for web applications, if it encounters a web error (like if the requested page is not found).

    Business Impact

    Displays the impact to the business of this alert. Use this to determine the urgency for resolving it.

    Trigger Alert

    Select Always to trigger on the first occurrence of this health event, or select When to enter the conditions which trigger this alert:

    • Enter the number of times the health event must occur (up to 99).

    • Enter the time window where Aternity counts the number of times this health event occurred (up to 99 times).

    For example, you can specify that Aternity triggers this alert when a device has this event twice within any 24 hours, or within a seven day period, and so on.

    Cooling Period

    Displays the time to wait before issuing another identical health alert on this device. Use this to avoid receiving a flood of alerts.

    Notify by Email

    (Optional) Select to enable sending this specific SDA to the email addresses which you specify below.

    Notify by Email > Email Addresses

    Enter the email addresses of the recipients of this SDA alert. To enter more than one, separate them with a semi-colon.

    Notify in ServiceNow

    (Optional) Select to enable sending this specific SDA to your enterprise's ServiceNow. Learn more.

    Notify in ServiceNow > Environment

    Select the ServiceNow environment which you want to route all occurrences of this SDA. You must first set up each environment in the ServiceNow Settings page. You can only set up two ServiceNow environments called Test and Production. Learn more.

    Notify in ServiceNow > Set up integration

    Select to enter the settings which connect Aternity to your ServiceNow, for routing selected SDAs to ServiceNow. Learn more.

  3. Step 3 If you enabled email alerts, check for SDA emails at the address you entered, where each mail is a list of fields for easy automatic parsing.
    Example of SDA email
  4. Step 4 To send SDAs directly to your enterprise's ServiceNow, select Integrate with ServiceNow.

    Integrate Aternity with ServiceNow if you want to automatically route service desk alerts (SDA) to ServiceNow. Learn more.

    Integrate Aternity with your ServiceNow