Service Monitor: Managing Alert Notifications

Document created by user.oxriBaJeN4 Employee on Sep 9, 2015Last modified by user.oxriBaJeN4 Employee on Jul 25, 2017
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You can create alerts in the Service Monitor. These send designated users notifications of problems with email queues or services they are responsible for. An alert is sent if a service's queue goes above the specified threshold, or the service fails. Subscribers are also able to acknowledge queues and services in an alert status. If an alert is acknowledged, all further alert notifications are stopped.

 

Creating an Alert Notification

 

To create an alert notification:

  1. Access the Service Monitor. See Accessing the Service Monitor for further detail.
  2. Click on the Configure Alerts tab.
  3. Select either the Queues, Journal Services, or AD Services tab.
  4. Configure the alert notificatiion as required. The available options depends on the selected sub-tab:

    Field / OptionDescriptionAvailable In
    QueuesJournal ServicesAD Services
    Escalation Level

    Specifies the number of sequential alerts that must be sent to subscribers before the escalation point is reached. Once reached, subscribers configured to receive escalation notifications receive notifications in addition to regular subscribers.

    The default escalation level value is "5", meaning that subscribers configured to receive escalation alerts receive the sixth (and following) notifications. As alerts are sent every 15 minutes, a queue or service must have been in an alert status for 1½ hours before the escalation point is reached.
    YYY
    Alert LevelSpecifies the queue's / service's threshold level. Once the alert level value is reached, alerts start to be sent to subscribers.
    A minimum value of 50 should be specified. If a value less than 50 is specified, it is ignored and a value of 50 is used instead.
    YNN
    Recommended ThresholdDisplays the recommended value for the threshold. This is an auto generated threshold based on the recent history of your account. It is intended as a starting point, based on your account's profile.YNN
    AcknowledgeSelecting this option stops further notifications being sent, until the next time the queue's / service's threshold is reached. See the Acknowledging an Alert section below for more details.YYY
    EnabledThis controls whether alerts for the service are enabled or disabled. This setting overrides any individual setting subscribers may have.NYY
  5. Click on the Save Queues button. The alert is configured.

 

Acknowledging an Alert Notification

 

To acknowledge an alert, and stop further alert notifications being issued:

  1. Access the Service Monitor. See Accessing the Service Monitor for further detail.
  2. Click on the Configure Alerts tab.
  3. Select the Queues, Journal Services, or AD Services tab as appropriate.
  4. Click the Acknowledge option.
  5. Click on the Save Queues button.

Once the service's issue is resolved, the acknowledge option is automatically reset.

       

Example Alert Notifications

 

Alerts notifications can be sent out as emails, SMS messages, or both. However the distribution schedule for delivery of email and SMS alerts differs.

All specific service details regarding the IP address and email address, are automatically populated based on your journal / directory connection configuration in the Administration Console.

Email Notifications

 

Email alerts are sent to subscribers every 15 minutes when a queue / service reaches its threshold. For example:

email.png

 

SMS Notifications

 

Only one SMS message per alert type is sent to each subscriber when a queue / service reaches its threshold. When the alert reaches the escalation point, all subscribers to that alert type get one further SMS message. For example:

 

sms.png

 

Read Only Dashboard

 

Enabling a Read Only DashboardYou can enable a read only view of the Service Monitor dashboard. This is designed for use on permanent monitors you may use in your operations teams. As such the dashboard has no editing functionality, so can safely be left on view.

 

To enable the read only dashboard:

  1. Access the Service Monitor. See Accessing the Service Monitor for further detail.
  2. Click on the Configure Alerts tab.
  3. Click on the Enable Read Only Dashboard button below the Queues section.
  4. Complete the Read Only Dashboard section as required:

    Field / OptionDescription
    Whitelisted IPsEnter a list (one per line) of IP addresses to be whitelisted. At least one IP address is required.
    Mark First Part of IPs on DashboardIf selected, the start of each IP address is masked by asterisks on the dashboard (e.g. xxx.xxx.xxx.23).
  5. Click on the Save button.
  6. Click on the Open Read Only Dashboard link. A new browser tab is created using a new URL that you can distribute as required.

 

To disable the read only dashboard:

  1. Access the Service Monitor. See Accessing the Service Monitor for further detail.
  2. Click on the Configure Alerts tab.
  3. Click on the Disable Read Only Dashboard button below the Queues section.

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