Incident management often involves several workflows for a single incident. Workflows are usually triggered by the event, such as a change in status. Or they are time-based, triggered by the specific amount of time (such as before or after conditions). AlertOps includes a workflow engine that will allow you to notify your strategic partners when a critical outage occurs. We have built all of our escalations using this engine. Our out-of-the-box workflow allows you to notify the manager and strategic partners 2 hours before SLA if an incident is still unresolved. As far as AlertOps is concerned, you can just as easily send a notification or message to a system such as JIRA when an event occurs, like when an incident is created, updated or resolved. But why stop sending notifications to people and your strategic partners when a critical outage occurs? Why not send notifications to systems as well?
When a critical incident is created open an issue in JIRA. When the incident is assigned update the issue status in JIRA. When the incident is resolved, close the status in JIRA. You can do all of this in AlertOps not only with JIRA, but with any other system with a Rest API. All you need to do is configure the outbound integration in AlertOps to send the messages to JIRA or any external system. Then plug these calls into workflows.
AlertOps’ workflows are more than just escalations; the workflows can be attached to message rules to build powerful events or time based flows.
This allows you to notify people, systems and your strategic partners of a critical outage. The workflows are time based using the message thread object and the standard alert template.
Service management SLA-based escalations and workflows can make AlertOps an integral part of your incident management and notifying your strategic partners of critical outages. It allows you to notify key stakeholders, whether they work for another department in your organization, or whether they are a customer, or a regulatory agency or a strategic partner that you need to notify of critical outages. Sometimes you need to notify people besides your support team when a major critical outage occurs. AlertOps’ workflows can automate this process to ensure the message goes out every time, on time. You can send regular status updates as well as closure updates to notify strategic partners of critical outage updates.
AlertOps’ workflows can also manage your service level by sending reminders to incident owners at regular intervals or can send reminders based off of an SLA deadline. They can trigger notifications to systems as well as people. You can trigger other flows as well, such as change control process needed to resolve a major incident and notify your strategic partners of the critical outage.
AlertOps allows you to define global SLAs based on priority or severity level. Allowing you to also create overrides as needed. Using SLA based management in AlertOps to trigger time-based escalations and notifications of you SLAs. AlertOps’ message rules and workflow engines give you the flexibility to configure and enhance your incident management to fit your needs and notify your strategic partners of critical outages.
These are just some of the possibilities of what you can do with workflows to notify your strategic partners of critical outages with our team management, service management and more.
Check out our many features to make your incident-management life easier: multi-modal communication, teams with on-call schedules, customizable message routing rules, customizable workflows and escalations, SLAs based severity management and much more.
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