This article explains the types of notifications and their behavior that a user receives when an ActOn is triggered and how a user responds to such notifications.
Resolution Intelligence Cloud supports a notification system, and it sends notifications to the on-call members when an ActOn is assigned to them. These notifications are commonly sent when an ActOn triggers or escalates. The user is notified via the following types:
- SMS
- Phone
Note: To receive an escalation SMS, the on-call members should reside in the same country from where they have configured their contact numbers with a country code.
The user is notified when the following modifications happen to an ActOn.
- New ActOn: A new ActOn is created for which you are added as a recipient.
- Acknowledged ActOn: Another user has acknowledged an ActOn that you were notified of.
- Closed ActOn: Another user has closed an ActOn that you were notified of.
- Assigned ActOn: You were assigned as the owner of an ActOn by another user.
- Schedule start: your on-call schedule is being started.
- Schedule end: your on-call schedule is being ended.
Configure Notifications and Contact methodsRefer to the following sections of User Profiles to configure notification rules and contact methods. |
Email Notifications
|
Action |
Subject Line |
Body |
|
An ActOn triggers and notifies the on-call user |
- One ActOn assigned: “[Signal] You have 1 TRIGGERED ActOns ([4cb96])” |
“Hello [user name], you have [#] open ActOn(s) assigned to you: |
|
A user is added as a responder to a new ActOn |
“Response requested by [user]” |
“[user] requested your response: Please help with [[ActOn number]] [ActOn description] [link to ActOn]” |
|
A user is added as a responder to an existing ActOn |
“Response requested by [user]” |
“[user] requested your response: [custom message] [link to ActOn]” |
|
A user receives a Status Update to an ActOn that they are assigned or subscribed to |
“[Status] [ActOn status]: [ActOn name]” |
“[user] updated |
|
A user is about to go on call (On-Call Handoff Notification) |
"[user name] is going on call for [escalation policy] (Level [X] - [schedule name])" |
"[user name] is going on call for the following escalation policy in 1 hour: |
SMS Notifications
|
Action/Event |
Body |
|
A new ActOn is triggered and the user is on call |
“You have an open ActOn on service level [service level] with ActOn id [ActOn number] assigned to you. To acknowledge, reply with ### to ###. |
|
User has been added as a responder (brand new ActOn) |
“ #[ActOn number] ([user]): Please help with "[[ActOn number]] [ActOn description]" |
|
Status Update to an ActOn that a user is assigned to or subscribed to |
"[user] has published an update to ActOn #[ActOn number]: [custom message]" |
Phone Notifications
|
Action |
Recorded Phone Message |
|
A new ActOn is triggered and the user is on call |
“Hello , You have [#] triggered ActOns on [service name]. The failure is [ActOn title]. The ticket is created for the tenant [tenant name} of the organization[organization name] and it has been routed to department [department]. Press [#] to Acknowledge, Press [#] to repeat .” |
Responding to a Notification
To reply to an SMS notification, you will reply with the unique code that is provided. To respond to a phone notification, press # to acknowledge.
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