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- Event Processing
The Event Forwarding manager enables you to set up rules to select and forward events to external event managers such as another OMi instance, an OM management server, or a Help desk application. These external managers are also referred to as event forwarding targets.
Event forwarding rules are used in conjunction with server connections to redirect selected events to specific event managers. Events can be forwarded for information or as a result of an escalation where the ownership of the problem is transferred to a more specialized group of experts.
Administration > Event Processing > Automation > Event Forwarding
Alternatively, click Event Forwarding.
Events forwarded from a server A to a target server B using the Notify and Notify and Update options are received as notify-only events on server B. Updates to notify-only events on server B are not synchronized to the source server A.
To forward a notify-only event from server B to another target server C and have event updates on server C sent back to server B, use the Synchronize or Synchronize and Transfer Control forwarding types.
You can manually transfer control of a notify-only event to an external server. For more information on transferring control to an external manager, see
Like with any event, notify-only event updates on the source server are forwarded to the target server unless the Notify option is used.
Events to be forwarded are held in a queue.
A server is selected and an attempt is made to send the first request to this server. If the server is available, all other pending requests for this server are also sent in series. This procedure is repeated for all other forwarding requests and servers
If a server is not available, the next server is selected and the events destined for this server are sent.
After all possible events are sent, servers that could not be reached are retried until forwarding of events in the queue is complete or queued events are older than time period set in the Event Forwarding Expiration setting, at which time they are deleted from the queue.
Forwarding rules are not re-scheduled if a matching event still matches the rule condition after that rule was executed. To schedule another rule execution, an event must first change in such a way that it no longer matches the rule condition and later change so that it matches again. Only the transition from not-matching or new, to matching a rule condition triggers scheduling a rule execution.
For details about this setting, see Administration > Setup and Maintenance > Infrastructure Settings > Applications > Operations Management > Event Synchronization Settings.
Policies configured in OM can set trouble ticket and notification flags. If these flags are not set, the following custom attributes in OMi are generated:
ForwardToTroubleTicket (value= true)
NotifyUser (value= true)
Using appropriately configured event filters, events including these custom attributes with value of
true can be automatically forwarded to an external manager using Forwarding Rules or notifications sent using Notification Rules.
The following event forwarding rules are provided with OMi. These are disabled by default.
Automatically forward "downtime started" events to Trouble Ticket Systems — Automatically forwards events indicating the start of a CI downtime to the Trouble Ticket System configured in the alias connected server called "Trouble Ticket System". Activate this rule to forward downtime-start events to the external server that is specified in the alias connected server called "Trouble Ticket System". Use this rule if you do not have an alternative rule to forward the downtime-start events. Downtime-end events automatically close the downtime-start events.
Automatically Forward to Trouble Ticket System—Forwards all events for which the custom attribute
trueto the trouble ticket system.
ForwardToTroubleTicketflag is set in OM policies, which creates the
ForwardToTroubleTicket (value= true)custom attribute in OMi.
Note The system is specified as an alias server. Configure the Trouble Ticket Server alias server to connect to the physical trouble ticket server system. For details, see How to create and associate an alias to a connected server.
In the Event Forwarding Rules pane, click the New Item button to open the Create New Event Forwarding Rules dialog box.
Enter a display name, and (optional) a description of the event forwarding rule being specified.
Select Active, if you want to make the event forwarding rule active immediately.
Select an event filter for the event forwarding rule from the Events Filter list. The filter determines which events to consider for forwarding.
Filters for Event Forwarding Rules can include filtering on the following date-related event attributes which, for example, help you to ignore outdated events:
Time Lifecycle State Changed
Note The filters are only evaluated when the event is created and when the event is changed. If you create a filter that should trigger if the event is not closed within 12 hours and the event is not changed after 12 hours the forwarding rule will not trigger until something in the event is changed.
Tip To prevent events older than 6 hours from being forwarded to an Incident Management system, add the following AND clause to your forwarding filter:
AND Time Created is not older than 6 hours
Time Receivedwould not solve the issue because the events were recently received by Operations Management, but the
Time Createdvalue is the time stamp from when the event was originally created. Old events are usually not relevant enough to be forwarded to the target trouble ticket system. They are suppressed from forwarding by adding the above clause, resulting in only the relevant events being placed in the queue to be forward to the Incident Management system.
If no appropriate filter is already configured, click the Browse (...) button, which opens the Select an Event Filter dialog box. Create a filter or edit an existing one. For information about filters, see Event Filters.
Select one or more target servers to which the events selected by this rule should be forwarded. For each target server, add it to the rule using the New Item button.
Note Events forwarded to OMi and identified as a duplicate are closed on all other connected servers where the event is stored. In addition, an annotation is added containing the event ID of the event which is the event that subsequent events become duplicates of.
If no target servers are configured, configure the required target servers first. For details, see How to create a connection to an OM server.
Note An actual connected server configuration cannot be exported, as these configurations are installation-specific. Importing an event forwarding rule creates a virtual server for each specified target server. These virtual servers must be associated with physical connected servers to enable the rule.
For each target server that you added to the event forwarding rule, specify a forwarding type.
The options include:
- Notify — Target server receives original events but no further updates
- Notify and Update — Target server receives original events and all further updates
- Synchronize — Target server receives original events and all further updates and sends back all updates
Synchronize and Transfer Control — Target server receives original events and updates and sends back all updates. Ownership of the event is transferred to the other server. Only OMi users with special permission are allowed to close the event after control is transferred, for example, an Administrator.
This option is available only if Enable synchronize and transfer control is enabled on the selected connected server. An operator may manually transfer control via the context menu of the Event Browser.
Note An automatic forwarding rule that is configured to transfer control of an event to a Connected Server may fail if the event has already been transferred to another server. In this case the following is done:
The event is forwarded to the specified connected server as
Notify and Updateand not as
Synchronize and Transfer Control.
A log file entry is made to the
An annotation is made to the event with the log message. The author of the annotation is
Troubleshooting and Limitations
A target server is disabled by clearing the Active flag in the associated connected server list entry event forwarding continues.
Instead of disabling the server, disable the forwarding rule for this server:
From the Forwarding Rules manager, select all rules using this connected server and disable these rule. Disabling a rule also disables forwarding to other targets using this rule.
If the request to forward an event to a particular connected server fails, the request is deleted from the forwarding queue and the event makes an internal note that the delivery to the target server has failed. The event maintains information about the failed request to the specified connected server. Any further forwarding rule matches on this event for this connected server is ignored. If the forwarding type was set to Synchronize and Transfer Control, a standard event annotation is also added to the event, otherwise no event annotation is made.
Failure to deliver can occur for retry timeouts, or a catastrophic delivery error. A catastrophic delivery error is a situation where it does not make sense to retry the request, for example, a misconfiguration (authentication fails), or a programming error is encountered in an External Process groovy adapter (NullPointerException). These cases require manual intervention before retrying.
To manually retry failed requests to a particular connected server, from the Event Browser, manually transfer control of an event that has previously failed delivery to a particular server.
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