Respond to Alerts
AlertOps alerts are delivered over the following channels:
Phone, SMS, Email, Mobile App
Additionally, alerts can be delivered over chat channels, currently Slack and Hipchat.
Users can reply to alerts and interact with alerts in various methods described below. Although much of the functionality is standard, additional options are possible. The configuration of Message Rule functionality is managed by System Administrators.
AlertOps alerts move through different key states, or statuses (as described below). These status changes can be used to trigger notifications to team members.
There are also triggers that can cause notifications to team members of managers, such as reminders when an alert has not been closed by a specific time.
- When an alert is first created, it is in the open state. Escalations will continue in the Open state. No user has been designated as the owner.
- When a user takes assignment or a user is assigned to an alert, the alert state becomes Assigned. Escalations will cease at this point. Workflows can be triggered by this event.
- When an alert is closed the alert will be time stamped with the close date. Workflows can be triggered by this event.
When you receive an AlertOps alert by phone, the alert message will be read to you. At any time during the message you can press a button to respond.
Response options by phone are as follows:
1 – Replay the message
6 – Escalate – If the Message Rule is being delivered to different users as part of an escalation sequence, escalate will cause the next person in the sequence to be notified immediately.
7 – Acknowledge Receipt – Each user acknowledgement is recorded in the alert detail.
8 – Take Assignment – The user becomes the alert owner.
9 – Close Alert – The Alert is closed.
0 – Connect to bridge – If the alert message includes a bridge option, pressing 0 will cause the phone to dial the bridge number. After connecting to the bridge, enter your access code.
Click the acknowledgement button to acknowledge the alert
Enter your username (or email or phone number) and click Acknowledge.
Click the assignment button to take ownership of the alert.
Enter your username (you can also enter your email or primary phone number) and click Accept Assignment.
To Acknowledge: Type the word ACK.
Take Assignment: Type the word ASSIGN.
Reply to Alert: Type the word REPLY followed by your message text.
Close the Alert: Type the word CLOSE followed by the resolution text.
Mobile Push Notification Alerts
On the Main Menu, click on open alerts.
Mine – Click Mine to view all alerts in which you are an owner or a recipient.
Group – Click Group to view all alerts which were sent to your groups.
All – Click All to view all alerts. You must have permission to view groups of which you are not a member.
When you click on an alert to view it your acknowledgement will be recorded.
Take Assignment –
Click Assign To Me to take assignment of the alert.
Close the Alert –
Click Close the alert to close it. Enter the resolution text in the popup.
Reply to the Alert –
You can reply to the alert. Replies will be delivered to other users in email or the mobile app.
Add others to the Alert –
You can add others to the alert. Any User or Group which you add to the alert will be notified using the same notification rule of the original message. Select the Users or Groups that you want to add and click Send.
Recieving Alert Updates –
You will receive all alert updates in the alert message, including user replies and Workflow Messages.
Other Mobile App Functionality
You can send alerts using your mobile device. This requires the Send Alert user permission.
First, select the Message Rule to be used.
Next, either select the Topic.
Optionally, you can enter the Topic manually by clicking on the work Topic and entering the text in the box to the right of the Topic label.
Next, add recipients (if you are using a Topic that has recipients assigned to it then this step is not necessary). You can add either Users or Groups.
Select the Users you wish to send to and click Add.
Or, select the Groups you wish to send to and click Add.
Next, enter the Message text and click Send.
You can view your schedules and your group’s schedules by clicking schedules on the main menu.
Day: View the current day schedule
Week: View the current week schedule
Group: Click the group icon to view the Group Schedules.