Administering Critical Events › Understanding Configuration Manager › Integrating with Unicenter Service Desk › Scenarios

Scenarios

This section contains examples of situations that could trigger the creation of an alert and a Service Desk request.

Scenario 1: System Agent on a Critical Server

1. An agent metric exceeds a threshold.
2. An Event Management System (EMS) event is generated.
3. EMS message record policy creates an alert for this event.
4. AMS escalation policy opens a Service Desk request because the alert is open more than 30 minutes.
5. A technician resolves the problem and closes the alert, and the Service Desk request is closed automatically.

Scenario 2: Third-Party Software

1. Third-party software produces a series of events in the system log indicating a failure.
2. EMS captures the events.
3. AEC policy evaluates the events and creates an alert.
4. AMS class policy opens a Service Desk request immediately.
5. Operations staff resolves the problem and closes the alert. The request is closed automatically.

More information

Integrating with Unicenter Service Desk

How the Integration with Service Desk Works