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 alert as well as to run remediation actions.

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 > Alerts and Incidents Configuration.
    Select the Service Desk Alerts tab.
    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.

    Add New Alert

    Create as many rules as you need to automatically trigger actions, based on your criteria (e.g. sending emails or executing different remediation actions for different locations).

    Alert Rule Name

    Displays the name of the predefined SDA. Aternity sends alerts when health events occur according to the rules you configure.

    For details, see the complete list of health events.

    Event Type

    Displays the type of health event.

    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.

    Notification

    Displays whether Aternity sends automatic email notifications to the customer about health event that triggered this health alert or not and specifies the type of notification (Email, ServiceNow).

    Remediation

    Displays whether Aternity sends an automatic remediation action to the end user device on which occurred the health event that triggered this health alert or not and specifies the name of the action.

    Last Modified

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

  2. Step 2 Activate an SDA by selecting the row's context menu on the right > Add New Alert.
    Enter the name for this alert. Fill in all necessary information. Click Next to move to the next tab. You can select Back any time. Click Save when done.
    Add 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.

    Fill in the name in order to continue.

    Event Type

    Displays the type of health event.

    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 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.

    Next Click Next to continue to the next step or Cancel to cancel the setup.
    Filter by Event Identifier

    Displays the Component Type. For example, in case of HD Failure health event type, you can filter by Drive. In case of Application Crash (After Hang) health event type, you can filter by Application.

    Include or exclude one or several event IDs. To enter more than one filter, separate them with a comma. The IDs are case sensitive and can include * as a wildcard character.

    For example, you can define different rules for different application crashes. In each rule you include only crashes of a specific application. Thus, instead of getting many alerts about all Application Crash (After Hang) events, you can get specific alerts about Excel crash, or Outlook crash, etc.

    Another example, you can define and get alerts only for Drive C:, and ignore other HD failures.

    If there is no metadata, the filter option presents the general name Event Identifier. In this case, filter by an appropriate Component Type.

    Filter by Attribute

    Select for what devices to get alerts about health events occurred on those devices.

    Include one or several attributes, or exclude one or several attributes. To enter more than one attribute, separate them with a comma. The attributes are case sensitive and can include * as a wildcard character.

    For example, if your organization is split by location, then each service desk of each location should create its own rules and include the Business Location filter in each rule. Thus, you get alerts for health events on devices located in Paris only, and not in London.

    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.

    Run an automatic remediation action

    Select to enable running a remediation action. When Aternity generates this SDA alert, the action will be automatically executed.

    Once enabled, select an action from the drop-down list.

    Do not enable this option if you do not want to execute remediation actions automatically.

    This functionality applies only to end-user devices with Agent 12 or later and only for customers who participate in the Beta program. Contact Aternity Beta Team.

  3. Step 3 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

    To disable an alert rule, select the row's context menu on the right > Edit > Disable.

    To delete an alert rule, select the row's context menu on the right > Edit > Delete.

  4. Step 4 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
  5. Step 5 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

    While establishing a connection to ServiceNow, you can verify if the login credentials you entered were correct and whether the connection can be established. To perform verification, select Verify after entering credentials.