Sunday, May 15, 2011

How to use Resolution States in SCOM

Out of the box there are just two resolutions states, called New and Closed.

From my perspective it is a really good idea to use other resolution states too. So you are able to give information about the current state to other Operators too and keep a good overview about your alerts.

In the Administration pane you can add additional states to your environment by editing the list provided in Settings, Alerts, Alert Resolution States.

I usually configure the following resolution states in a SCOM Management Group:

ID Name Used for Used by
0 New (default) Alerts that has not been processed yet SCOM
1 Process running (M) External process running (e.g. Opalis, PowerShell) Opalis/Orchestrator, Scripts, …
5 Suspended (H) Not possible to solve at the moment Operator
6 Engineer On Duty (M) Engineer on-call has been notified Orchestrator, Scripts, …
10 1. Level (H/M) Alert has been assigned to 1. Level Operator, Orchestrator, Scripts
20 2. Level (H/M) Alert has been assigned to 2. Level Operator, Orchestrator, Scripts
248 Test Issue (H) Test Issue; no action needed Operator
249 Known Issue (H) already assigned to 2. Level but additional Alert Operator
254 Ticket Closed (M) The external ticket has been closed Connector, Orchestrator, Scripts
255 Closed (default) Problem solved SCOM, Operator

The appendix (H), (M) and (H/M) should show if this is resolution state is planned to be used by the machine (Orchestrator, Script, …) or by human (Operator).

Depending on the customers environment it may be necessary to add more than those resolution states. For example you can add a resolution state for your Server Team (maybe ID 21, because first specialized 2. Level group).

I recommend my customers to change the state as soon as an Operator has first contact with an alert. For example they should change the state to 1. Level (or 2. Level if they assign the alert to the next group) so that everybody who is working with the console can see that there is an action in progress.

Enjoy using the resolution states and see, how easy you and your colleagues can have a much better overview about your environment.

All information is provided "as is" without any warranty! Try in lab before. Handle with care in production.

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