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Kelemvor's avatar
Kelemvor
Icon for Expert rankExpert
2 months ago

Any way to have one Escalation Chain send emails to different people for different resources?

Hi,

I'm starting to play a bit with Token and how they can be used in Alerting.  We have Integrations setup with Zendesk for routing tickets to different teams.  Currently, we have about 15-20 integrations because we have one for every team/queue in Zendesk.  The ticket is routed by specifying a different group_id in the ticket data that gets sent over.  However, I realized that I can trim this down to just one Integration by creating a Property on each Resource or Group in LM that can contain the group_id for that device.  I can then pass that through by using ##mygroupid## to the shared Integration instead of having to make a new integration every time we want to send a ticket to a new team.

Hopefully that made sense.

Anyway, we also have some Escalation chains that send an email along with a ticket.  The email is part of the EC while the ticket is part of the Integration.  I was hoping I could also create a property for email address and use that in the EC, but I don't see any way to use a token in an EC.

I was hoping to do something like:

  • Server1 - mygroupid:12345, myemail:bob@company.com
  • Server2 - mygroupid:67890, myemail:sam@company.com

If I could tell the EC to send an email to ##myemail## and then the Integration to use group_id ##mygroupid##, I could do almost everything just with one EC.  Anyone know if anything like that is possible somehow?

2 Replies

  • Jeroen_Gouma's avatar
    Jeroen_Gouma
    2 months ago

    We do something similar, sending all alerts to Jira Service management where each customer has it 's own project.

    What I did: at customer level defined a jira.project property which hold the project key. In the integration with Jira this property is used in the payload to address the correct project.

    The payload then looks like this:

    {
  "fields": {
     "summary": "##ALERTID## ##LEVEL## - ##HOST## ##DATASOURCE## ##DATAPOINT## ",
     "issuetype": {"id": "10285"},
     "project": {"key": "##jira.project##"},
     "customfield_10683": "##ALERTID##",		
     "priority":{"name" : "Mon-##LEVEL##"},
     "description": {
       "type": "doc",
       "version": 1,
       "content": [
         {
         "type": "paragraph",
         "content": [
           {
           "text": "##MESSAGE##   ##ALERTDETAILURL##",
           "type": "text"
           }
         ]
         }
       ]
     },
  }
}

    Hope this helps :-)

  • Kelemvor's avatar
    Kelemvor
    Icon for Expert rankExpert
    2 months ago

    What you're doing sounds like what I'm doing with the Group_ID.  What I'm really asking about is the Email portion.  If I sometimes want to email John and sometimes Frank or Rob or Bill, I think I need to create them each their own Escalation Chain.  What I want to do is one one Escalation Chain that can pull from a Property that contains the email address to use.

    I currently have about 30 different escalation chains that just send email because I have a separate one for every department and/or person that needs to get emailed about something.  That's messy.