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Discovery Admin: Incident Error Code and Incident Error Code Mapping

Discovery Admin: Incident Error Code and Incident Error Code Mapping

About this Article

This article is for QuickNexus customers who have subscribed to our App, Discovery Admin, and highlights the key milestones for the operationalization of Discovery Admin.

This article explains Incident Error Code, Incident Error Code Mapping and how to create and configure them in the Discovery Admin.

The ability to configure Incident Error Code and Incident Error Code Mapping is only available to the 'customer_admin' role shipped with the Discovery Admin Application.

You can learn more about Discovery Admin by QuickNexus on the ServiceNow Store via: apps.QuickNexus.com

1. What is an Incident Error Code?

Incident Error Codes in Discovery Admin help Discovery Admin Customers control the generation of Incidents and population of Incidents, after the initial Discovery Troubleshooting has taken place.

On the Incident Error Code Form, you can control whether an Incident should be created for an identified issue and auto-populate one or more out-of-the-box fields on the Incident Form (Assignment Group, Business Service, Impact, Urgency, etc) to further automate the assignment and prioritization of the Incident(s) generated.

The Incident Error Code Form is shown below:

The Incidents generated are also, out-of-the-box, pre-populated with the Root Cause, Remediation as well as all the IP Addresses (with DNS names, where available) of all the Devices that the Remediation should be applied to, to help fix the specific Discovery Error.

Generating Incidents for the appropriate groups provides a single record for the team helping with the remediation to find all the information they need and a reliable way to engage with the team supporting the CIs in the CMDB without using spreadsheet dumps in emails. This also enforces accountability for all teams involved with the troubleshooting process, since we are leveraging your Organization's Incident Management Process.

In addition to the capabilities described above, Incident Error Codes in Discovery Admin are a means of enhancing the out-of-the-box capabilities of Discovery Admin to:

  • Increase the granularity of how Incidents should be assigned to help accommodate different teams supporting similar infrastructure.

  • Identify and tag known errors that are not in current discover scope to be ignored so that those errors don't dilute the issues that need our immediate attention.

  • Capture errors that are unique to the Discovery implementation in your organization to further extend the capabilities of Discovery Admin.

2. What is an Incident Error Code Mapping?

Incident Error Code Mapping is a means to enable Discovery Admin Customers to define additional rules to help Discovery Admin understand and parse Discovery errors.

Each Incident Error Code can have one or more Incident Error Code Mapping. Incident Error Code Mapping leverages the Log Analysis Table in Discovery Admin to determine the filters, which are converted to rules which are subsequently configured on the Incident Error Code Mapping Form.

The following fields are present in the Incident Error Code Mapping Form. All the fields, except the 'Read Only' fields on the form are mandatory. The 'Read Only' fields on the form are auto-populated.

The Incident Error Code Mapping Form is shown below:

3. Creating a new Incident Error Code

  1. Navigate to Module 'Incident Error Codes'

  2. Click 'New'

  3. Follow the recommended naming convention, i.e. PHASE.PROTOCOL.NUMBER.DESCRIPTION[.Ignore]

  4. If you want Incidents to be generated, corresponding to this 'Incident Error Code', check the Active Flag

  5. Populate other attributes on the 'Incident Error Code' Form based on which corresponding fields you want populated on the Incident Form

4. Creating a new Incident Error Code Mapping

  1. Before creating a new Incident Error Code Mapping, create a new Incident Error Code (reference guidelines above) or identify an existing Incident Error Code to be referenced

  2. Navigate to Module 'Log Analysis'

  3. Click on 'All' to clear out any existing filters

  4. Leverage the List Filter to filter the List View to get the list of rows that match your criteria

  5. Confirm that the results are accurate as Discovery Admin is going to match the results in exactly the same way

  6. Right-click on the right-most breadcrumb on the List Filter and click 'Copy query'

  7. Navigate to Module 'Incident Error Code Mappings

  8. Click 'New'

  9. Populate the fields as follows and save the record:

  • Name: Captures the Name of the Incident Error Code Mapping. (Naming Convention varies by Customer)

  • Active: True signifies that the rule will be applied when Discovery Admin does the troubleshooting

  • Automation Category: Captures if the Incident Error Code Mapping is out-of-the-box [QuickNexus], created in collaboration with QuickNexus [QuickNexus + Customer] or created by you, independent of QuickNexus [Customer]

  • Log Analysis Filter: This is the 'Query Filter String' derived from the List View Filter on the Log Analysis Table (paste the copied 'Query Filter String' from the previous step in this Field)

  • Incident Error Code Field Name (Read Only): Captures the field used by Discovery Admin for calculation

  • Incident Error Code (Reference Field): References the Incident Error Code that this Incident Error Code Mapping is associated with

  • Incident Error Code (Read Only): Captures the String Value of the Incident Error Code Reference Field

  • Description: Captures the Description of the Incident Error Code Mapping

5. What's Next?

Now that you have created the required Incident Error Codes and Incident Error Code Mappings, they will automatically be applied the next time you run the Troubleshooting in Discovery Admin and generate Incidents via Discovery Admin.

Note: These would (obviously) not have any effect on previous results of Discovery Admin.

6. How often should Incident Error Codes and Incident Error Code Mappings be reviewed / created?

Apart from the obvious use case where there is a one-off need to create Incident Error Codes and supporting Incident Error Code Mappings, we recommend reviewing these configurations monthly or at least every time you upgrade Discovery Admin to the latest release.

Support for these configurations is included as a part of your Discovery Admin subscription. If you have any further questions, reach out to us via www.QuickNexus.com or via the "Contact QuickNexus" Module under the "Support" Section of the Discovery Admin Application.

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