Each alert in AlertOps is created using a Message Rule. Message Rules define the alert delivery rules and workflow actions essential to alert management. 

Pre-Built Message Rules

AlertOps comes with pre-built message rules to make sending alerts quick and easy. Get started by learning what the pre-built message rules do.  

Note: Pre-built message rules differ based on the type of AlertOps plan. 

Pre-Built Message Rule Descriptions 

  • Escalate After 5 Mins (Pri -> Sec -> Mgr) if not Assigned/Closed - User Preference
    Notify users at 5 minute intervals (using user-preferred contact methods) before escalating to the next member
  • Escalate After 30 Mins with 5 Retries (Pri -> Sec -> Mgr) if not Assigned/Closed - Centralized
    Retry every member 5 times at 5 minute intervals (using admin centralized settings) before escalating to the next member  
  • All Hands All Contacts
    Notify all on-call Primary and Secondary members and Managers across all their configured devices.
  • All Hands Email Only
    Notify all on-call Primary and Secondary members and Managers by email only.
  • Email Manager
    Notify all Managers by email only.

Message Rule Details

Click on an existing message rule to view its details. 

Note: Message rule detail tabs differ based on the type of AlertOps plan. 

Detail

Edit the message rule name, description, and priority. Enable and disable the message rule. View which integrations and workflows are using the message rule. Quick Launch enabled means the Message Rule is available for Manual Page outs from the Send Alert menu. 

Escalations

Change the notification settings to centralized or user preference. 

The centralized notification setting escalates alerts by escalation policies defined in the message rule. Edit the member roles and wait times between notifications by clicking the edit button. Define which contact types are to be used for each role.

Wait Time Between Members
At the top of the configuration, set the interval in minutes after each member before escalating to the next member in the sequence.

Number of Retries
Define the number of retries for each member before moving on to the next member in the sequence.

Retry Interval
Set the interval in minutes after each alert

Contact Sequence
Set the sequence of contact methods in the message rule by clicking the up and down arrows under Contact Type.

The user preference notification setting escalates alerts by contact methods and escalation policies determined by each user. Click here to learn how to set up the user preference contact methods. 

Group Contact Notifications

You can send notifications to Group Contacts, such as a Slack Channel, or a HipChat Room, or simply a regular email, phone or SMS address.

You can control the time interval between each contact types.

When using intervals for Group Contacts, the contacts will be delivered in the order of the Group Contact Sequence. This sequence is created in the Group & Schedule Management page. 

Workflows

Add Message Workflows to the Message Rule to enable message-level actions and escalations.

Recipients

Add recipients to your message rule. 

Services

Add outbound services to your message rule. 

Outbound Actions

Trigger calls to systems on demand, such as creating a ticket in your help desk, or even restarting a system.

Message Options

Assignment is the key event in AlertOps. Alerts are assigned to no-one initially. A user can take assignment of an alert or assign the alert to another.

When a user takes assignment of an alert in the mobile app or web app, the alert is automatically acknowledged.

Acknowledgement in AlertOps simply means the user has acknowledged receiving the alert, not that the user has taken ownership (assignment).

AlertOps can measure Mean Time to Acknowledge (MTTA), so for that reason you can enabled acknowledgement actions on the various communication channels. You can also configure which channels allow assignment actions.

Communication Channel Settings control certain aspects of the channel, such as which alert text is used (Long Message Text or Short Message Text).

Communication Channel Settings are managed by the AlertOps support team.

Others

Select a message and thread template and manage message text and other options. 

Message Rule for Reply
You can specify which to be used for replies on alerts.

Message Template
Use the Standard Message Template or specify a custom Message Template.

Thread Template
The Thread Template is actually the main alert template. You can use the Standard Alert Template or use custom alert template, along with custom fields.

Priority and SLA
Select the Priority Level and use the global SLA setting for the Priority (Critical, High, Medium, Low, None).
You can override the SLA.

Create a New Message Rule

  1. Click on Message Rules in the Menu bar. 
  2. Click Add Message Rule in the top right corner. 
  3. Add Details 
  4. Click Add Rule.

Cloning Message Rules

You can easily clone or make a copy of a Message Rule to be used as a template when creating a new Message Rule.

  1. Click on a Message Rule
  2. Click Clone Message Rule
  3. Add Details
  4. Click Clone
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