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Where I am currently employed, the Solarwinds implementation is just getting off the ground and alerting needs to be determined. However, at the company I just came from, we had a clear alerting and escalation path, and it was very successful. However, we ended up incorporating a third party tool in the alerting process to give us what we need. Still, I have not looked at the updated Alert Central, so you might be able to set the same thing up using that module.
Our process was as follows.
1. When an alert is generated, it immediately fires off an email to our ticketing system, generating a ticket for the issue (there are routing rules in the ticketing system to route it to the correct queue).
2. It then fires off an email to everyone in the escalation group.
3. It then starts its formal escalation by sending an SMS to the primary alert recipient.
4. If the SMS is not acknowledged in 5 minutes, an automated phone call is made to the primary recipient.
5. If still not acknowledged after 5 more minutes, the process escalates to the backup alert recipient with an SMS message.
6. This process of SMS>5 minute wait>Phone>5 minute wait>Escalate continues through the escalation chain.
The escalation groups are typically set up with alerting following this pattern: Primary>Backup>Manager>IT Executive Leader
We typically had nodes set up with an escalation group using custom fields under Custom Properties for Nodes. Many nodes also had another group on them, strictly for email. This was useful in situations where we wanted to alert an application owner that there was an issue with their Windows server that Windows Admins were working on (Windows Admins would have received the escalation).
Hope the information helps.
Good Morning Scott!
Thank you for your reply!
It is true, the new Alert Center is an option.
If anyone else has found some other ways, please let me know.