Automated maintenance rules

Automated Maintenance Rules enable fully automated corrective and preventive actions within your ServiceNow instance. These rules monitor defined health indicators, configurations, or data patterns and automatically trigger maintenance actions without human intervention.

Key Capabilities:

Monitor instance health metrics
Automatically remediate known issues (e.g., clean up old records, correct processes)
Schedule automated rules to run at specific intervals
Track execution logs for audit and transparency

Example Use Cases:

Cancel old approvals
Auto-retire obsolete knowledge articles
Manage tasks for inactive assignees

Automated task generation

For scenarios where human judgment or validation is required, the application supports Automated Task Generation. When pre-defined thresholds or patterns are detected, the system automatically creates maintenance tasks and assigns them to the appropriate team or individual.

Key Capabilities:

Define thresholds for metrics like slow queries and scripts, diagnostic errors, MID server status
Trigger tasks automatically when thresholds are exceeded
Include diagnostic details and recommendations in the task for faster resolution
Monitor task status and aging to ensure timely handling

Example Use Cases:

Create a task for a platform admin for MID server issues
Generate a task when database grows too large
Alert support teams if a severe diagnostic error is generated

Maintenance templates

Maintenance Templates streamline the creation of recurring or seasonal maintenance activities. Users can define task templates with pre-filled fields and schedules to ensure consistency and compliance across maintenance cycles.

Key Capabilities:

Define reusable task templates with predefined steps, descriptions, and owners
Schedule recurring task creation (e.g., monthly, quarterly).
Standardize maintenance activities like audits, patch reviews, or instance cleanups
Ensure that no maintenance activity is forgotten or overlooked

Example Use Cases:

Create quarterly instance health check tasks using a predefined template
Schedule monthly reviews of integration logs using task templates

Node and Semaphore monitoring

Maintaining oversight on the performance of the instance through active monitoring of instance nodes and semaphores.

Key Capabilities:

Monitor node status and memory consumption
Monitor available default and integration semaphores
Monitor logged in user, guest and integration sessions

Example Use Cases:

Automatically create a task if a node goes offline or number of semaphores drops below a threshold