Metric rule triggering Proactive Engagement through alerts
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Summary of Metric Rule Triggering Proactive Engagement through Alerts
This feature allows ServiceNow customers to create alerts based on specific metric rule trigger criteria to initiate Proactive Engagement. Alerts are generated when defined conditions in system properties are met, enabling automated engagement with impacted users. Different criteria and system properties apply for devices and applications to control when and how alerts trigger and actions are taken.
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Key Features
- Alert Creation Based on Metric Rules: Alerts are generated when metric rule conditions are satisfied, using customizable system properties as triggers.
- System Properties for Customization: Customers can configure properties such as freeze periods, user impact limits, and throttling windows to control alert frequency and scope.
- Device vs. Application Differences: Devices and applications use different system properties for alert throttling and user impact limits, reflecting their unique engagement needs.
- Notification Channel Configuration: Admins can enable or disable notification channels via a wizard, depending on installed plugins, to tailor how users are notified.
System Properties Summary
- snpren.resolutionfreezeperiod: Sets a freeze period (default 72 hours) per user during which the same metric rule will not trigger again. Zero disables this freeze.
- Device-Related Properties:
- snpren.deviceresolution.userlimitperthrottlingwindow: Maximum users impacted (default 100) within the throttling window.
- snpren.deviceresolution.throttlingwindowduration: Time window (default 8 hours) during which alert actions are throttled based on user impact.
- Application-Related Properties:
- snpren.applicationresolution.userlimitperthrottlingwindow: Maximum users impacted (default 100) within the throttling window.
- snpren.applicationresolution.throttlingwindowduration: Time window (default 1 hour) during which alert actions are throttled based on user impact.
- snprenchannelconfiguration: Enables or disables notification channels available for user alerts, configurable by admins.
Alert Closure Behavior
- Devices: Alerts close automatically once Proactive Engagement successfully resolves the users’ issues.
- Applications: Alerts remain open and are not closed automatically, reflecting a different engagement lifecycle.
Practical Benefits for ServiceNow Customers
By leveraging these metric rule-triggered alerts and configurable system properties, customers can automate proactive outreach to users impacted by device or application issues while controlling notification volume and frequency. This reduces alert noise and avoids overwhelming users, ensuring timely and effective engagement. The distinction in alert closure behavior for devices versus applications also helps match operational workflows.
Metric rules create an alert based on its trigger criteria.
Alert actions are triggered when an alert is created in the specified criteria. You can create an alert based on the values shared in the system properties. The system properties can be set as conditions based on which the alert action
is triggered. Applications and devices need a different set of system properties to be set. The alert action is triggered when an alert is created based on the specified criteria and the conditions met. Through system properties, you can
customize the values of these conditions.
- Alert action for this metric rule is not triggered in the last 72 hours for the user.
- Fewer than 100 users are impacted for this metric rule within an 8 hour window.
| System property | Condition | Description | Type |
|---|---|---|---|
| sn_pren.resolution_freeze_period | Metric rule not triggered in the last 72 hours (default). | The duration (in hours) for imposing a freeze period for a specific user for any unique metric rule configured in Proactive Engagement. Set this value to zero to disable the rule. | integer |
| sn_pren.device_resolution.user_limit_per_throttling_window | Fewer than 100 users (default) are impacted. | Maximum number of users for which a Proactive Engagement device-related resolution is triggered within a defined time period. The value of the time period configured in property sn_pren.device_resolution.throttling_window_duration. | integer |
| sn_pren.device_resolution.throttling_window_duration | Within an 8-hour (default) window | The time period in minutes within which a Proactive Engagement device-related resolution is throttled. This resolution is throttled if the impacted number of users exceed the value in property sn_pren.device_resolution.user_limit_per_throttling_window. | integer |
| sn_pren.application_resolution.user_limit_per_throttling_window | Fewer than 100 users impacted | Maximum number of users for which a Proactive Engagement application-related resolution is triggered. This resolution is triggered within a defined time period (value of the time period configured in property sn_pren.application_resolution.throttling_window_duration). | string |
| sn_pren.application_resolution.throttling_window_duration | Within an hour window | The time period in minutes within which a Proactive Engagement application-related resolution is throttled. This resolution is throttled when the impacted number of users exceed the value in property sn_pren.application_resolution.user_limit_per_throttling_window. | integer |
| sn_pren_channel_configuration | Enable/Disable the notification channels required to notify the users. |
The notification channels can be enabled or disabled on the wizard experience by the admins to choose the notification channel. These notification channels are listed only when the related plugin is installed. |
string |
Alert closure in Proactive Engagement
There are different methods followed for closing the alerts in Proactive Engagement for devices and applications.
- Devices: Alerts generated from Metric rule triggered for devices, are closed once Proactive Engagement helps the impacted users to successfully resolve their issue.
- Applications: Alerts generated from Metric rule triggered for applications are not closed.