Notification Text and Behavior – Netenrich

Resolution Intelligence supports notification system, and it sends notifications to the on-call members when an acton triggers from source systems. User is notified via the following types.

Email
SMS
Voice
Push
In-app

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 methods

Refer the following sections of User Profiles to configure notification rules and contact methods.

Contact Methods

Notification Rules

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])” - If the user is assigned multiple ActOns, will bundle ActOn notifications into one email: “[Signal] You have [3] TRIGGERED ActOns ([db97d])”	“Hello [user name], you have [#] open ActOn(s) assigned to you: - [ActOn number] - [ActOn title] - [View ActOn link] - [ActOn status] - [ActOn urgency] - [user(s) assigned to the ActOn] - [trigger date and time] - [service name] - [escalation policy associated with the service] - [email body]” This will be the same as an ActOn’s Details field.
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 - [ActOn number] - [ActOn title] - [trigger date and time] - [service name] - [user(s) assigned to the ActOn] - [View ActOn link] - [ActOn status] - [status update] - [View Status Page link]”
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: Escalation Policy: [escalation policy] (used by X services) Level 1 ([schedule name]) [date and time]

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 .”

Push Notifications

Action	Body
An ActOn triggers and notifies the on-call user	“ALRT [ActOn number] on [service name] [ActOn title]”
A user is added as a responder to a new ActOn	“ ([ActOn number] ([user]): Please help with "[[ActOn number]] [ActOn title]"
A user is added as a responder to an existing ActOn	"[user] requested your response. [custom message]"
A user receives a Status Update to an ActOn that they are assigned or subscribed to	"[user] has published an update to ActOn [ActOn number]: [custom message]"
A user is about to go on call (On-Call Handoff Notification)	"Went on call on [date and time] for escalation policy [escalation policy] (Level X - [schedule name])."

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.