Mobile alerting with tracking & escalation for SMAX
Why Enterprise Alert
Service Management Automation X (SMAX) is a ticket based ITSM that can send out alerts to incidents that are created, but all too often the emails that are sent from critical events are missed. Enterprise Alert ensures that all on duty members receive, acknowledge and resolve those critical alerts, all from their smartphones. With persistent notifications and escalation chains there will never be a critical alert that goes unattended. Enterprise Alert also offers ad-hoc collaboration between team members for each and every alert, so Subject Matter Experts can be looped in to help resolve issues.
How it Works
Enterprise Alert team email address establishes connection with SMAX to enable mobile notification and alerting capabilities for operational and network teams.
Forwards SMAX ticket information to Enterprise Alert for mobile alerting
Uses SMTP email to connect to your Enterprise Alert team
Staff can acknowledge and take ownership for critical events that occur
Communicate within an alert to address a problem
Alerts are escalated in case of no response
On-call scheduling to alert the right people at the right time
How to Integrate
In our example we are sending incident ticket information from SMAX to our Enterprise Alert team by directing communication to a user with the unique team email address.
First, we need to create a new user in SMAX. This new user’s contact details will have the Enterprise Alert Team email address. To add a new user go to Administration > People and click on New.
Enter the details in for the new user including the Enterprise Alert email as the contact address.
At this point simply assigning this new user as the owner of an incident will send the details to the Enterprise Alert system and trigger an alert policy to notify the appropriate team.
Creating an alert policy in Enterprise Alert from the incoming email is easy. Go to Alerts > Alert Policies > Create New
Populate the policy according to the screenshots below. Note that the Conditions tab may differ depending on your business needs.
Ticket information will now be routed to the SMAX Ticketing Team as dictated by the alert policy. Team members will be notified via push, sms, voice and email (depending on your current setup).
Notifications within the Enterprise Alert mobile app
Enterprise Alert comes complete with a mobile app allowing for all critical alert details to be seen from anywhere. Users can acknowledge and take ownership of alerts and with remote actions, even resolve them. Team members collaborate with their peers so that even if an on-call person is not the SME, that person is easily within reach via voice call, text or email.
A centralized Alert Center can be viewed from the web portal. All alerts, whether active, overdue or closed are visible to EA admins. Ownership and even delegation is as easy as drag-and-dropping the alert to the person/team.