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Monitoring Services from the Dashboard › View Service Status and Details › View Alert Details

View Alert Details

The Alerts tab displays the service alerts and direct cause alerts that are associated with the selected service.

Follow these steps:

  1. Select a service entry in the Services table.
  2. Click the Alerts tab.

    The following types of alerts display:

    Service Alerts

    Displays the alert condition that CA SOI generates based on analysis of a service model that it is monitoring. Service alerts result when the condition of one or more configuration items combines to impact the overall quality or risk that is associated with the service. The policy that is defined for that service model determines how configuration item alert conditions impact other configuration items and the overall service.

    If a help desk ticket exists, the Last Alert timestamp and summary are hyperlinked to the ticket. If the help desk integration is not configured as described in Configure Help Desk Integration, the number of tickets is 0 (zero). Click the link to open the ticket in the corresponding help desk product.

    Direct Cause Alerts

    Displays the following information for the corresponding configuration item:

    • Alert category and icon. The valid categories are defined in USM, such as Activity, Application, Cloud, Database, Issue, Network, Relationship, Service, System, and Other.

      Note: The Other icon represents New categories.

    • Number of alerts for the category
    • Number of open alerts for the category and the number of associated help desk tickets
    • Last alert in the category (the timestamp and summary are hyperlinked to the corresponding help desk ticket, clicking it opens the ticket in the corresponding help desk product)

    Direct cause alerts are assigned an impact value that is calculated based on the fault condition seriousness and the CI importance to the services or subservices it supports. The categories in the list are sorted based on the severity of the open alerts (Critical comes before Major, Major before Minor).