I recently did some web research on the confusion of events, alerts, incidents and notifications – terms that play an important role in understanding the value of what IT service alerting delivers. I have found an abundance of interpretations and definitions. You will also find different naming conventions with each vendor of tools for monitoring and
If a user acknowledges, closes or annotates an alert in the Enterprise Alert mobile app, this information (username, status, annotation) can be reflected back in the event source, e.g. in SCOM, HP OMi, ServiceNow, etc. For example, a ticket can be assigned to the user. In order to make that happen please make sure the following
When an on-call person receives an alert it is essential that he or she understands it – immediately. The Problem: The information available from the backend systems (e.g. monitoring tools, facility management, etc.) is often quite cryptic and not self-explanatory. Sometimes alert messages are hard to read and understand: Alert on XC3o84-CCP-DEC07, Error code: 1254, Timestamp:
Enterprise Alert can send status updates for alerts to managers and team members. For example the manager can get a notification while she is in a meeting that the issue has been solved. Or, a team member that has missed an alert gets a notification that is team mate took over. Although Enterprise Alert provides
Enterprise Alert is capable of alerting users reliably via phone calls and users can then acknowledge or decline the alerts during the call by simply pressing a certain key on the phone. But sometimes it happens that you miss the correct key or the phone interprets the input wrongly. One example could be an on-call user
Sometimes it is hard to understand automatically generated alert messages when they are transmitted in a voice call. This is especially the case in noisy environments. Therefore it might be a good idea to send the alert message as push, email or SMS as well. In this case the user gets a voice call (which
Enterprise Alert offers various interfaces which allow you to submit events and thereby generate alert notifications. Besides the so called smart connectors for code-less integration with specific products Enterprise Alert also offers generic interfaces for programmatic integration of your backend systems. One very convenient option for integration with just one line is the command line interface (CLI). With the
Enterprise Alert allows you to create interactive, two-way alerting workflows easily and in a graphical user interface. During the design phase and when fine-tuning the alerting workflows you might want to simulate events without the need for actual data coming from the backend systems. So, when designing your alert policies in Enterprise Alert you might
Enterprise Alert can alert users by calling them on their phones either via VoIP or via Skype for Business (formally known as Lync). Phone calls are especially useful for critical alerts because they can wake up people at night or notify workers in noisy environments (including vibration). In order not to miss the alert calls the
You define your alert policies in Enterprise Alert in order to notify users under certain conditions. Now, it might happen that no alert policy triggers. In this case, in Enterprise Alert you can configure an email address for sending out an email notification if no policy has triggered for an incoming event. You can configure