Configuring Alert Severities
Define alert urgency levels and trigger appropriate delivery channels for each different severity of alert. For example, if the alert is critical, you can configure the delivery channels to include SMS, email, voice call, mobile app notifications, and WhatsApp. However, for informational alerts, you can set the delivery channel to only send an email to the recipients.
🔑 ACCESS LEVEL REQUIRED: Owner or Manage Alert Settings must be configured under Additional Policies for other user permission levels.
⚠️ ATTENTION: Ensure that each Personnel has the correct phone number and email address configured to receive alerts.
Creating New Alert Severities
ℹ️ NOTE: The + Add step option and WhatsApp delivery method are only available for certain alerting subscriptions, if you don't see these enabled in your account talk to our sales team today!
- Go to the Admin Area
- Expand Alerting
- Select Alert severities
- Click + New alert severity
- Type in the Alert Name
- Select the Icon
- Choose the Color
- From the Deliver Alert Immediately By dropdown menu, select the applicable delivery methods for Send Alert Using based on its severity. Options include SMS, Voice Call, Mobile App Notifications (Push), WhatsApp, and/or Email
- Additionally, you can select the option Critical mobile app notifications to Bypass silent and Do Not Disturb modes on mobiles
- Click + Add step to Retry steps and schedule other delivery methods if a alert recipient doesn't replied within a specific time. Just type the time in the Wait [...] minutes for a reply before alerting by field (💡 TIP below)
- Click Save
Repeat the above steps until you have all of your alert severities
💡 TIP: In this example, we’ll walk through how to use the + Add step to schedule other delivery methods when sending an alert:
- SMS: When this severity is used, an SMS alert is triggered immediately upon sending.
- Voice call: If the user does not reply within 5 minutes, a voice call is initiated.
- Critical mobile app notification: After 10 minutes (15 minutes from the initial alert), a final critical alert is sent to the user if there has been no reply.
Additionally, if any of the users do not have a registered phone number in D4H, they will receive a critical mobile app notification instead, as they would not receive an SMS or a phone call. This ensures that users are promptly notified, even if they don't have an SMS method available.
This escalation process ensures that your team is promptly notified, and follow-up steps are triggered based on the response time.
Updating Existing Alert Severities
- Go to the Admin Area
- Expand Alerting
- Select Alert severities
- Double click on the alert severity you want to update
- Update the details
- Click Save