Glossary
A
When an alert is triggered, user can acknowledge and takes the ownership which communicates that the issue is under progress. Acknowledging an alert will not halt the Notifications or Escalations process.
An App Admin will have access to all entitlements except for billing:
- Add new users
- Delete users
- Edit user's profile/password
- Add/edit/delete on-call schedules
- Add/edit/delete escalation policies
Admins cannot change or delete the Account Owner and do not have access to billing information.
When a User takes assignment of an alert, by email link, SMS reply, or Mobile App, AlertOps stops the notification process and stops escalations.
C
Any phone number, SMS number, email address, or push notification that is associated with a user
E
Escalation is when an alert is not acknowledged by the primary user within the specified time, the incident is automatically escalated to the next user in the escalation line.
I
An Integration is used to ingest information such as alerts / emails / messages from any monitoring tools
The Integrations Admin grants user access to the following entitlements:
- View all Groups
- Configure Inbound Integration
- Configure Outbound Integrations
- Send Messages to everyone in their Groups
- View Messages for their groups
- View their own messages
- Update their own user profile
- View their own user profile
M
A Maintenance Window is used to temporarily disable an integration for a set period of time.
N
Groups may be nested within other Groups, allowing for layered organization and disparate schedules.
O
An on-call schedule is a rotating schedule that determines who is on-call at a specific time and date.
Override Schedules allow for short term schedule changes that do not disrupt the rotation of users over the longer term schedule. This is useful for holidays, maintenance periods, or any other exception to your regular schedule.
The person who initially signs up for AlertOps will have the owner role who has access to all entitlements in AlertOps.
- Add new users
- Delete users
- Edit users profile/password
- Add/edit/delete on-call schedules
- Add/edit/delete escalation policies
- Change the account owner or delete the account
P
Post-mortem is a process that allows users to learn from major incidents from the past. It is typically a summary of events that occurred, what are the steps followed to handle the response and what resolution steps were taken.
It leads to further assessment in order to prevent a similar incident and make sure the issue no longer impact customers.
S
The Send Message role grants users access to the following entitlements:
- Send Messages
- View Messages to Groups of which the User is a member.
- View Messages of which the Users is either a recipient or a sender.
U
A user can
- Add/edit/delete on-call schedules
- Add/edit/delete escalation policies
- Add/edit/delete services
W
Workflows add action to your Escalation Policies. They allow users to trigger auxiliary activity based on defined conditions. AlertOps comes with a pre-built Workflows.
- Notify All Recipients On Status Change Notify All Recipients When No Acknowledgement After 5 Mins Of Notifications
- Notify All Recipients When No Assignment After 5 Mins Of Notifications
- Notify Manager 1 Hr Before SLA If Not Resolved
- Notify Owner 1 Hr Before SLA If Not Resolved
- Notify Sender On Status Change
