Viewing incidents that are displayed in outgoing integrations

View incidents in outgoing integrations.

When a new anomaly is detected, IBM Cloud Pak for AIOps generates an incident. If an outgoing integration is configured, the incident is sent to ServiceNow, Slack, or Teams.

  • In ServiceNow, an incident is created, and a link to the incident is added to the IBM Cloud Pak for AIOps incident and to the Slack or Teams message if those integrations are also configured.
  • In Slack or Teams, the IBM Cloud Pak for AIOps incident appears as a message, and a link to the message is added to the IBM Cloud Pak for AIOps incident.

Viewing a ServiceNow incident

  1. See the incident section.

    ServiceNow incident view
    Figure. ServiceNow incident overview

    Number: The incident number identifies the incident across IBM Cloud Pak for AIOps, Slack, and ServiceNow.

    Caller: The caller is the user who was used to set up the ServiceNow Integration in IBM Cloud Pak for AIOps.

    Impact and Urgency: Impact and urgency are set to map the severity of the incident to the priority field of the incident in ServiceNow.

    Short description and Description: These values are set to the title and long description of the incident. You can change the values in the ServiceNow ticket as well, but the changes are not sent back to IBM Cloud Pak for AIOps.

  2. See the IBM Cloud Pak for AIOps section.

    IBM Cloud Pak for AIOps details in ServiceNow
    Figure. IBM Cloud Pak for AIOps incident details in ServiceNow

    Incident number and ID: The incident number and ID are used to identify the incident in IBM Cloud Pak for AIOps.

    Incident URL: The incident URL is a link to the incident in the IBM Cloud Pak for AIOps UI. Click the URL to open the IBM Cloud Pak for AIOps UI to the corresponding incident.

    Applications: This value lists the names and URLs of the applications that the incident is associated with. If no applications are detected, N/A is shown.

    Topology URL: This URL links back to the IBM Cloud Pak for AIOps UI to show topology details.

  3. See the IBM Cloud Pak for AIOps incidents tab.

    IBM Cloud Pak for AIOps incidents tab in ServiceNow
    Figure. The IBM Cloud Pak for AIOps incidents tab in ServiceNow

    This information is the same as in the IBM Cloud Pak for AIOps section. Click the incident number link to go to the IBM Cloud Pak for AIOps table and view all the IBM Cloud Pak for AIOps incidents in ServiceNow.

  4. See the IBM Cloud Pak for AIOps alerts tab.

    IBM Cloud Pak for AIOps alerts tab in ServiceNow
    Figure. IBM Cloud Pak for AIOps alerts tab in ServiceNow

    IBM Cloud Pak for AIOps incidents are made from a collection of alerts. View alerts that contributed to this incident in the IBM Cloud Pak for AIOps alerts tab.