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    Incident Filters Overview

    Service Now receives JMBs from devices when an event occurs on the devices and creates incidents. Starting Service Now Release 17.1R1, incident filters provide you the option to select JMBs at a granular level for which incidents can be created.

    You can use the incident filters for the following purposes:

    • Define the JMBs for which incidents should be created
    • Define the JMBs for which incidents should not be created

    When a JMB is received, Service Now applies the incident filter having the highest order 1, that is order 1, to it. If the JMB matches the term criteria of the filter, Service Now either creates an incident for the JMB or lists the JMB under Suppressed Events depending on the action defined in the filter. If the JMB does not match the term criteria of the filter with order 1, Service Now applies the incident filter with order 2. If the JMB matches the term criteria of the filter with order 2, Service Now creates an incident or lists the JMB under Suppressed Events depending on the action defined in the filter.

    Service Now provides options to define a basic filter, advanced filter, and import filters directly to Service Now.

    Basic filters filter JMBs based on attributes such as event synopsis, platform, event type and so on by using the and and or predefined computational logic, whereas in advanced filters, the filter terms are defined by using Perl scripts, thereby providing you the flexibility to define your own filtering logic.

    Note:

    • Incident filters cannot be applied to on-demand JMBs, BIOS JMBs, AIS Health Report JMBs, and Product Health Data JMBs
    • In a Service Now partner, incident filters cannot be applied to JMBs received from a Service Now end customer .
    • There is no limit on the number of filters that can be created. However, a large number of incident filters impacts the performance of Service Now when creating incidents.

    Service Now applies all the configured filters in the decreasing order till a match is found and performs the action specified in the matching filter. If no filter matches the JMB, Service Now performs the action defined in the Advanced Filter Settings under Global Settings.

    You can view the incident filters configured on Service Now on the Incident Filters page. You can perform the following tasks from the Incident Filters page:

    Modified: 2017-06-06