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Alert Email Escalation

Hi,

Can somebody share with me on how to do this? let's say I want to send an email first to the techinician/IT guy and if he doesn't acknowledge it within an hour or so it will send again an email this time to the manager/CEO and to the technician again. I've been trying to do this on the alert escaltion option on the email notification in the alert configuration but I was not able to do it successfully.

TIA.

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Accepted answers

byrona

This should be possible.

You keep the current email alert as you have it. Add the 2nd email alert that goes to the manager/CEO; on that alert go into the Alert Escalation tab and check the first box "Do not execute this Action if the Alert has been Acknowledged" and also check the third box "Delay the execution of this Action" and set it to an hour.

I would guess that by doing this it would hold that 2nd alert action for an hour and only trip it if the alert had not been Acknowledged, does this not work?

Disclaimer: I haven't actually done this so I am guessing. = )

All comments

nding

Hi trebor11584,

I do not think that we have that feature in Orion NPM.

The escalation in Advanced Alert is to repeatedly execute the Trigger Actions after an Alert is Trigger Condition is met once.

At this moment, I do not think that we have the capability to perform escalation to different tiers that you require.

HTH.

trebor11584

Hi Andy,

What would you recommend that I can use/do with that same effect? because that's what our client is asking.

First the alert notification will be sent to the email of the IT guy and if he doesn't acknowledge it within let's say 5 minutes it will send an email notification to the e.g. manager.

TIA

aniki84

Hi Trebor,

this is interesting, can this alert be done using basic alert? i would use basic alert to edit a custom property and have the advance alert check for this.

Thanks

trebor11584

Hi Aniki,

I'm sorry I'm not sure. Maybe Andy has something that he can suggest.

nding

Hi trebor11584,

IMO. After the Trigger Condition is fulfilled, it will perform Trigger Actions.

And the Trigger Actions will execute at the intervals and with the settings in the Alert Escalation.
This will take place, until something stops the Alert Escalation, or that the Trigger Condition is no longer met.

I can't picture changing the email list during the Alert Escalation. Maybe someone will know, but I am sorry that the person that knows is not me.

trebor11584

Hi Andy,

Yeah, that's what I'm thinking also. I'm just hoping that maybe you have something on your mind that has the same effect.

Hope someone from the Solarwinds' developers notice this and add this feature in the future releases. I think this would be a great addition.

@Aniki

There you go, coming from Andy. He has no idea about it, but who knows someone might give his insight on this topic.

byrona

This should be possible.

I would guess that by doing this it would hold that 2nd alert action for an hour and only trip it if the alert had not been Acknowledged, does this not work?

Disclaimer: I haven't actually done this so I am guessing. = )

nding

Bryon, that sounds like a sound solution!

trebor11584, Bryon just saved your day!

trebor11584

@byrona

Thanks for this, actually someone here in thwack taught me this as well.

@Andy

Yes, and I'm currently testing it out. So far, doing great but I may tweak it a little more to get the results that we want.

To those who might be reading this, I'll share what I did and what Byrona was trying to say

1. On the advance alert manager, choose configure alert.

2. You can make a new alert but for testing purposes I used "Alert me when a node goes down." alert and made a copy of it.

3. I renamed the copy of "Alert me when a node goes down." to "Alert me when a node goes down (Escalation)."

4. Add a new notification using email on both alerts then click on email alert to open its properties.

4. On the "Alert me when a node goes down." email notification escalation tab leave all boxes unchecked.

5. On the "Alert me when a node goes down (Escalation)." email notification escalation tab checked the 1st and 3rd box and leave the 2nd box unchecked (or if you want to spam your manager or any recipient of the escalated email you may check this box ^_^).

6. I set the delay of the escalation email to 5 minutes for testing.

There you go, I hope I'm clear about this tutorial.

Questionario

Hi,

just to clarify though, if you acknowledge the alert, your boss doesnt get the alert but he will get an alert reset email if you have configured it to do so...

you cant only send the alert reset if you have acknowledged an alert