Incident management often involves several workflows for a single incident. Workflows are usually triggered by an event, such as a change in status. Or they are time based, triggered by the passage of specific amount of time, such as before or after conditions. But so many incident management systems are missing this simple but effective functionality. Most systems include escalations, that usually looks some thing like this:
- 30 minutes after notifying Tom, notify Jeff.
- 30 minutes after notifying Jeff, notify Sally.
- And so on…
AlertOps includes a workflow engine, and we built all of our escalations using this engine. At the end of the day, a workflow usually ends up sending a notification to someone.
Here is an out-of-the-box workflow to notify the manager, before SLA if an incident is still unresolved.
Here is a workflow to resolve a JIRA issue when AlertOps incident is closed.
With AlertOps you can just as easily send a notification or message to a system such as JIRA when an incident occurs. Like when an incident is created, updated or resolved. But why stop with sending notifications to people? Why not send notifications to systems as well? When an incident is created, open an issue with JIRA. When an 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 necessary messages to JIRA or any external systems and then plug the calls into workflows.
These are just some of the possibilities of what you can do with workflows in AlertOps. AlertOps has 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.
At AlertOps we offer over 30 of the top third party integrations for monitoring, service desk, hosting and chat tools and we are adding more every day! If you’re new to AlertOps sign up for afree trial to get started today!
AlertOps Workflows
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