Alarm Escalation 

Introduction: 

This section is common to all the editions of IT360 - Professional Edition, Enterprise Edition [Probes only] and MSP Edition [Probes only].

Using this option, you can escalate, if any alarm has not been attended to, for a given time period. You can configure rules to send Escalation emails, about the unattended alarms, to the Admin or the Superior.

Alarm Escalation Configuration:

The Alarm Escalation can be done, as illustrated below;

1. Go to 'Admin --> Servers & Applications' and click Alarm Escalation.

2. Click on the here or New Rule link.

3. Set the rule, by giving the Rule Name, for e.g., "Send Escalation email, if the critical alarms of all monitors are not cleared within 2 hours". You can set rules for alarms in individual monitor groups too.

4. Choose the Alarm type from the Escalate dropdown, either as Critical or Warning, of either All Monitors or Business Services.

   • If you choose the All Monitors option, then you need to enter the time, in hours, after which the Escalation emails should be sent about the unattended alarms, in the if not cleared within field.

   • If you choose the Business Services option, then you need to enter the following;

     • Time, in hours, after which the Escalation emails should be sent about the unattended alarms, in the if not cleared within field.

     • Enable the checkbox, corresponding to the required Business Service(s) in the Business Service Details section.

     

5. Select EMail / SMS (Text Message) Action, to which the Escalation email should be sent.

Note: If no email id configured, then click on the New Action link, enter the EMail id and click on Save.

6. Set the time period for which the rule should be executed repeatedly, in the Run this Rule for every field textbox, in minute(s).

7. By choosing do not send duplicate escalation mails for the same alarms, you opt for optimizing the number of escalation emails sent. For e.g., if there are five critical alarms that were escalated in the first execution run (say, 10 minutes), and only if there is an addition of a new alarm or deletion of an existing alarm, then the next set of alarms will be escalated in the second run. If there is no change in the environment in the next 10 minutes, i.e., if the five critical alarms still remain the same, escalation email will not be sent.

8. After configuring all the above Alarm Escalation information, click on Save.

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