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Hi,

We have requirement to generate auto ticket in SNOW for backup failure using SNMP alerting .We have enabled and configured alerts and we are receiving the alert as well.When filesystem backup gets failed we are receiving alert with client name and below details as expected.

  • Error Code: :24:42]
  • Failure Reason: 
  • Machine Name:

However when VSA Backup fails with error , its not showing this above information in alert (Mail body) instead its sending attachement which contains Machine Name & error.

Attachement contains below information:-

ServerName Failed Unable to quiesce guest file system during snapshot creation

Can anyone please help me on how to get the VSA Backup(Machine Name) in mail body using alert or any other method which give me the intended output on email or SNMP ? 

Thanks in advance.

Hi Dnyanesh

You can configure the alert tokens (fields) provided in alert messages to include the information you need, so your SNOW ticket has all the required info.

https://documentation.commvault.com/commvault/v11_sp20/article?p=5438.htm

 

I recommend you use the setting “Sending Individual Email Notifications for an Alert” on your alert which will send an individual alert message per VM, containing relevant details for that VM directly in the message:

https://documentation.commvault.com/commvault/v11_sp20/article?p=5300.htm

 

Please let me know if this helps.

Thanks,

Stuart


Hi,

What we just need  here I think is on the Entities Selection page, select the Virtual Server clients to be included for the alert or client groups that include those Virtual Server clients.

Please have a look at this for details:

https://documentation.commvault.com/commvault/v11/article?p=36334.htm

And even more customization :)

https://documentation.commvault.com/commvault/v11_sp18/article?p=5445.htm

 


I would also like to throw into the ring that we can actually directly create incidents in SNOW without having to go through E-Mail using Workflows instead which can leverage the SNOW REST API. The good thing about this is that you don’t have to play around with E-Mail formatting and how you put those fields in there but instead can just use workflow to build some kind of a consistent message that makes sense. There is a Demo_ServiceNowCreateIncdident Workflow in the environment that shows a very simple method of how it can be done - and this can be adapted to your requirements.


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