Monitoring events

You can monitor Lenovo XClarity Administrator events from ServiceNow.

After successful registering (adding) XClarity Administrator, all events that occur in the XClarity Administrator instances are pushed to ServiceNow instance and are listed in Lenovo XClarity Events.

Of the Listed events, only the events with a service parameter of 200 (which is the same as “Serviceability=Support” in XClarity Administrator) is added to the Lenovo XClarity Incidents table.

As incident status changes in ServiceNow, the status is reflected in the corresponding XClarity Administrator. An email notification is sent to the group or individual that is the assignee of ticket.

Note

Only user accounts with the admin role or end users with itil and x_188271_lenovo_xc.user roles can view the incidents. End user accounts with only the x_188271_lenovo_xc.user role cannot view the incidents.

Procedure

To change the view of an incident to xClarityIncident, complete the following steps.

1. From the ServiceNow portal, click the Lenovo XClarity > Lenovo XClarity Incidents to open an incident from list.
2. Click on the icon near an Incident name at the top left corner, and then click View > xClarityIncident.
   
   
   

   The form automatically reloads, and the selected view is applied for all the incidents. The following figure shows group/individual allocated against this incident and the ticket has been updated. A notification message is displayed.

   
   
   

   You can change the state of a specific incident by changing the value of the Impact drop down menu.