acknowledgment

3 Topics

Can alerts be un-acknowledged?
I saw some posts from 6-9 years back where users were asking to be able to un-Acknowledge an alarm. I’ve looked around and I dont see a way to do it. I’ve looked in several user interfaces. Is this still something worth a feature request? Or am I over-looking the obvious? A user asked me about it and I had never needed to. I can see the need …. in case someone accidentally acked the wrong alarm, or other reasons. Thanks!
Lewis_Beard
10 months ago Place Product Discussions
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Escalation Chain text ACK notification, send to all users in alert stage
Some teams operate primarily through text and as such their escalation chains are set that way. The utility of an ACK notification to all members of the escalation chain stage gets lost when it is sent by a method, email, not even used in the escalation chain. This notification should use the same delivery method used in that stage to send the original alert. (https://www.logicmonitor.com/support/alerts/responding-to-alerts/responding-to-native-sms-alert-notifications/see description in table for ACK). This has been tested and email is the only method that will notify users, request is to have functionality put in place to send all users in alerting escalation chain the ACK notification instead of through email only. Thanks
jzaragoza
5 years ago Place Archive
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ack behavior improvements
I have clients who rightly expect that if they ACK something at warning, they will get a new alert if the issue worsens to error or critical level. I have to explain to them that LM doesn't work this way, because once something is ACK'ed, it is ACK'ed forever (until the alert clears), at least it certainly seems to be the case and there is no documentation to the contrary. Having used other tools that do support more sophisticated methods, I recommend adding the following features: * option to reset an ack when state becomes worse (this can admittedly open a can of worms when states transition rapidly, so perhaps this should still require a delay timer) * option to manually clear an ack that might have been set by mistake * option to set a maximum time for ack's to remain active (hierarchical/inherited timer value, definition set in datapoint when desired). this is because some issues are so important you don't want to let them just become ignored indefinitely in error. Some of these can be managed via API-based enhancements, but it would be preferred to have direct controls. Thanks, Mark
mnagel
7 years ago Place Archive
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