Network Management

ServiceNow Instance is shown as Restricted By System on the SolarWinds Platform

This article is about ServiceNow Instance being shown as Restricted By System on the SolarWinds Platform Web Console

First published date

11/15/2018 5:33 PM

Last published date

2/13/2025 7:17 PM

Overview

The SolarWinds Platform default limits the number of tickets created by the ServiceNow instance to 100 incidents in a 5-minute period. If this limit is reached, the ServiceNow instance is displayed as "Restricted By System." You can increase this limit.

Product section

Orion Platform

Cause

SolarWinds Platform already created 100 incidents in 5 minutes and have reached the threshold to set on restricted status to stop flooding ServiceNow of tickets.

Resolution

To increase the limit, complete the following steps:

Log in to the SolarWinds Web Console as an administrator.
Enter the following URL to open the advanced configuration page:
```
http://<hostName>/Orion/Admin/AdvancedConfiguration/Global.aspx
```
Locate the setting IncidentsCreatedThreshold and increase it to your desired value.
Click Save at the bottom of the form.

The intention of this limit is to not flood ServiceNow with tickets on a short period of time.

Common scenarios where SolarWinds generates Alerts could be when restarting SolarWinds where alerts were previously paused. This can be done on the SolarWinds Web Console at Alerts & Activity > Alerts > More: Pause actions of all alerts

If we want to keep the same policy on 100 incidents on 5 minutes, and enable again the Integration with ServiceNow, and just restore the status from Restricted to Enabled after receiving a flood o alerts, we ca follow this process:

The Operational State can be updated by going to:
Settings > All Settings > Manage Alert Integration Instances
Then select the SN instance you are using, click "Set Operational State" and set it to "Enabled". This can be useful when the state is in "Restricted" Operational State.

Is recommended to follow best practices for alerts to avoid flooding

As well we recommend to follow Best Practices for Alerts-KB Article:

Best practices and tips for alerting in the SolarWinds Platform

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.