Incident Categories

Learn how to configure custom categories for incidents created by Cynteo Alert Bridge.

Overview

Most ITSM platforms use categories to organize incidents:

• Filter and search incidents
• Generate category-based reports
• Route incidents to specific teams
• Apply category-specific SLAs

By default, Cynteo Alert Bridge uses general categories suitable for cloud monitoring. You can customize these during deployment to match your organization’s categorization system.

Default Categories

Default configuration:

• Category: Infrastructure
• Subcategory: Azure Monitor / Cloud Monitoring

Custom Categories

Categories are configured during deployment to match your ITSM platform’s structure.

Requirements:

1. Categories must already exist in your ITSM platform
2. Names must match exactly (case-sensitive)
3. Follow your platform’s categorization hierarchy

Category Strategy Examples

Option 1: By Platform

Cloud Services
  ├── Azure
  ├── AWS
  └── Google Cloud

Option 2: By Service Type

Infrastructure
  ├── Compute
  ├── Storage
  └── Networking

Option 3: By Environment

Production
  └── Cloud Monitoring
Development  
  └── Cloud Monitoring

Category-Based Routing

Use categories to automatically route incidents to the right team:

• Infrastructure → Infrastructure Team
• Applications → Application Support
• Security → Security Operations
• Production → On-Call Team

This is configured in your ITSM platform’s assignment rules, not in Cynteo Alert Bridge.

Platform-Specific Guides

For detailed category configuration for your specific ITSM platform:

• SolarWinds Service Desk - Complete SolarWinds category guide
• ServiceNow - Coming soon
• Jira Service Management - Coming soon

Configuration

To use custom categories, specify them during deployment or contact support@cynteocloud.com.

See Also

• Priority Mapping - Priority configuration
• Platform Guides - Platform-specific details

Questions? Contact support@cynteocloud.com