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Technical Services Overview

Technical Services in AlertOps provide a new framework for organizing and assigning Inbound Integrations. Unlike traditional Business Services (formerly “Service Status”), which are oriented around public-facing service health, Technical Services are built for internal ownership, routing, and operational governance.

 

Use Cases for Technical Services

  • Grouping related Inbound Integrations (e.g., all DB monitoring alerts)
  • Enforcing fixed ownership without dynamic group logic
  • Aligning integrations to internal teams for reporting
  • Simplifying escalation management via inheritance

 

Creating a Technical Service

Note: Navigation instructions are aligned with existing Integration creation methods but adjusted per Technical Services UI. If not fully documented in the KB, Admins may need UI guidance during onboarding.

  1. Go to Configuration > Integrations
  2. Select Services
  3. Select + Add Service

  1. Enter the following:
    • Service Name
    • Assignment Group – This group is the owner of this service and the recipients of notifications originating from this Assignment Group (must be a static group, no dynamic recipient groups)
    • Escalation Policy / Response Play (used for all child integrations)

  1. Click Submit

Adding Inbound Integrations to Technical Services

Inbound Integrations attached to a Technical Service inherit the Escalation Policy and Assignment Group from the parent. No need to define these at the integration level.

Steps:

  1. Navigate to Configuration > Services
  2. Select an existing Service
  3. Under Connected Integrations select “Add API” or “Add Email” for the respective integrations

  1. Click the Inbound Integrations tab
  2. Select Add API or Add Email

  1. Select a prebuilt template or choose Custom
  2. Complete remaining Integration setup
  3. Click Submit

Your integration will now follow the escalation and notification rules defined by the parent Technical Service.

Limitations

  • No dynamic recipient groups allowed
  • Escalation policy overrides are the only customization method
  • Each Technical Service supports a single assignment group

 

Best Practices

  • Use Technical Services to segment internal systems (e.g., “Database Monitoring”, “App Layer Services”)
  • Keep assignment groups tightly scoped to responsible teams
  • Use escalation overrides only when needed per integration