When an event or threshold occurs that matches an alert-generating processing rule, Microsoft Operations Manager 2000 (MOM) generates an alert. You can monitor alerts using the Monitor snap-in and the Web Console.
When you monitor alerts, you can read important information about each alert that helps you determine your next action. An alert includes the following properties, among others:
Resolution state indicates whether you have begun to resolve the alert. You can change the resolution state of an alert to track resolution progress. The default resolution states are defined as follows:
You can modify or delete the default resolution states (except
New and Resolved) and also create your own to meet the needs of
your network enterprise. Example custom resolution states might
In Progress or
You can set a service level agreement time for each resolution
state. Service level agreement time is the maximum time that an
alert can remain in a particular resolution state. For example,
company policy might require that no alert can remain in the
New resolution state for longer than 10 minutes. If an
alert remains in the
New state for longer than 10
minutes, it is considered a service level exception. The Monitor
snap-in provides a view of all service level exceptions.
MOM automatically tracks and records all changes to alert properties, including changes made by a processing rule, changes made by scripts, and any automatic responses that have occurred. You cannot edit the automatic alert resolution history. It provides a record of alert resolution.
You can, however, add your own information to the resolution history. When you change the resolution state of a specific alert or when you have gathered more information about the issue, you can provide your own comments to keep an up-to-date record of the alert resolution process. Providing specific comments allows you to accumulate knowledge about this particular instance of the alert. By adding resolution comments to individual alerts, you can track how a particular condition was addressed. The resolution history is important in tracking the alert, particularly if the process of resolving the alert spans several operator shifts.
Processing rules can contain information about a specified event, alert, or performance condition. This information can describe the condition, its importance or significance, and provide details to help administrators resolve it. This information is stored with the processing rule, and is called the knowledge base. When you view the properties of an alert, you can examine the knowledge base. You can add information to the company knowledge base when you create a processing rule and when you resolve an alert.
Some knowledge base information is already contained in processing rules provided with Management Pack modules. This information is the Microsoft Knowledge Base. You cannot edit this information.
Over time, the company knowledge base can become invaluable to an organization. It reflects specific knowledge gained through experience, and is available to benefit others in your organization.
You can create your own custom alert property fields. You can view these fields when you view the properties of any alerts. Custom alert fields might include the following examples: