Alert Management Rules don't create Incidents - Warnings for EvtMgmtAlertMgmtJobWrapper seen in syslog - Support and Troubleshooting

Alert Management Rules don't create Incidents - Warnings for EvtMgmtAlertMgmtJobWrapper seen in syslog Issue Event Management Rules are all not working. No executions, incidents or flows are triggered, even though the preview shows there are matching alerts.

You will see the "Event Management - Evaluate Scoped Alert Rules Management" scheduled job is regularly running in sys_trigger. You will see it in Ready state, and see the next run time move forward if you wait a while and refresh, showing it has been running inbetween times.

Look for Warnings in the System Log, and you will see this a lot:

com.glide.script.RhinoEcmaError: "EvtMgmtAlertMgmtJobWrapper" is not defined. : Line(1) column(0) ==> 1: var evtMgmtAlertMgmtJobWrapper = new EvtMgmtAlertMgmtJobWrapper(); 2: evtMgmtAlertMgmtJobWrapper.executeForJob(0);

Cause You are missing the Alert Management Rule app . The EvtMgmtAlertMgmtJobWrapper function is in an script include from that app. This not always installed, even if Event Management plugin is installed.

Resolution In your instance, open System Applications - All, then search on the app "Alert Management Rule". If the Install button is greyed out, then "opt in" to ITOM Health on the Store, by clicking View Products on the app page in the store https://store.servicenow.com/sn_appstore_store.do#!/store/application/31a0b01e1b706890591141d9bc4bcb31 Install the App If rules still don't work, check that system property evt_mgmt.alert_management_scoped_active is set to true