Forum Discussion
1 hour ago, Tisch said:Our ticketing integration with ServiceNow is configured as a hybrid manual automation, if you will. We have an escalation chain that is two steps, the first one being blank and the second being to create the ticket. Using an Alert Rule, all alerts kick off this escalation, where it sits at step 1. Our Operators will then manually escalate any alert they want to create a ticket on, which then fires off step 2, the incident creation in ServiceNow.
Awesome, this is what we do for warning alerts, but we have a dedicated escalation chain for warning and a regular chain for error and critical, as shown here:
Escalation chain for warning:
name: Problem Management
stages: 1: blank, 2: ConnectWise Ticket integration, 3: blank
Escalation chain for error/critical:
name: ConnectWise Ticket
stages: 1: ConnectWise Ticket integration, 2: blank
Alert Rule 1:
level: "Warn"
escalation chain: "Problem Management"
Alert Rule 2:
level: "All" (because warning is already handled by alert rule 1)
escalation chain: "ConnectWise Ticket"
I think the answer to all three of your questions is a soft "no". There may be something you can do with advanced filtering language when/if that comes out. However, thinking through my setup, I think I can do #1 simply because the alerts are handled by different alert rules.
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