Understanding Notifications

This article elaborates on the overview and essential components of a notification, including multiple use cases.

The Notifications in the Resolution Intelligence Cloud allow users to stay informed about important events and changes related to signals, situations, ActOns, and entities. By setting up communication channels and creating system notifications, users can receive real-time notifications based on their specific requirements. Notifications are sent to the relevant user(s) via Microsoft Teams, email,  Slack, or webhooks.

Configuring Notifications

To configure notifications, use the following steps:

Setting Up Channels

Before using notifications, users need to set up channels, which serve as the communication medium for delivering notifications. Channels can be thought of as the destinations where users intend to receive notifications. Learn more about how to configure notifications via multiple channels.

The delivery of notifications can be configured using the following channels:

Email notifications 

Email notifications are automatically triggered when specific actions are performed by a user or when events are generated within the system, especially in cases where anomalies are detected in your IT environment. These email notifications serve as important reminders, drawing your attention to urgent incidents that require immediate action.

Webhook notifications 

A webhook is an HTTP request, triggered by an event in a source system and sent to a destination system, often with a payload of data. Webhooks are automated; in other words, they are automatically sent out when their event is fired in the source system. 

You can create multiple webhook channels depending on your needs, each channel targets different recipients, and separate applications. The most commonly used webhook methods are POST or GET. 

Microsoft Teams notifications

Notifications are sent to the configured Teams channel when the events from the configured data source are triggered, especially in cases where anomalies are detected in your IT environment. These notifications serve as important reminders, drawing your attention to urgent signals, situations, and ActOns that require immediate action.

Slack notifications

Notifications are sent to the configured Slack channel when the events from the configured data source are triggered, especially in cases where anomalies are detected in your IT environment. These notifications serve as important reminders, drawing your attention to urgent signals, situations, and ActOns that require immediate action.

You can customize the notifications using the relevant attributes such as the subject and body of an email.

Use Cases for Notifications

Signals: Use Case: Real-Time Monitoring

• Condition: An incoming signal exceeds a threshold limit.
• Channels: Email, SMS
• Message type: Custom template with detailed signal information.
• System Notification: Immediate notification to the assigned team members for prompt action.

Situations: Use Case: Situation Management

• Condition: When a high-priority situation is detected.
• Channels: Email, Slack
• Message type: Custom template with detailed situation information.
• System Notification: Escalation notifications to the incident response team until resolved.

ActOns: Use Case: Task Tracking

• Condition: When a specific action is assigned or completed.
• Channels: Messaging App, Email
• Message type: Custom template for action notifications.
• System Notification: Notifications to the assigned individuals and team members involved in the action.

Entities: Use Case: Entity Management

• Condition: When an entity reaches its maintenance due date.
• Channels: Email
• Templates: Custom template with entity details and maintenance instructions.
• System Notification: Notification to the maintenance team for scheduling and performing maintenance.

By using the Notifications feature and creating a system notification specific to signals, situations, ActOns, and entities, users can effectively manage and stay informed about important events and changes within the Resolution Intelligence Cloud.