Understanding Notifications

The Notifications in the Resolution Intelligence Cloud platform allows users to stay informed about important events and changes related to signals, situations, ActOns, and entities. By setting up communication channels, customizing templates, and defining notification policies, users can receive timely notifications based on their specific requirements. Notifications are sent to the relevant user(s) via Microsoft Teams, email, and or webhooks.

Configuring Notifications

To configure notifications, use the following steps:

Setting Up Channels

Before utilizing 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 on 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 situations 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 used webhook methods are POST or GET.  

Setting Up Notification Templates

Templates allow you to define custom attributes or utilize pre-built templates for your notifications.  Templates can be used across various notifications, saving you from creating separate templates for each use case.

For example, a template P0_notification_title can be used in email and titles of Slack message without creating separate templates. Learn more on how you templatize notifications.

Creating Notification Policies

Notification policies enable users to define rules for sending notifications based on specific conditions related to signals, situations, ActOns, and entities. By creating notification policies, users can specify the conditions that trigger notifications, select the appropriate channels for notification delivery, and associate the desired templates for the notifications. This allows users to configure notifications to be sent to the relevant channels when particular events or conditions related to signals, situations, ActOns, or entities occur. Learn more on how you define policies to trigger notification on a specific conditions.

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
• Templates: Predefined template for signal notifications.
• Notification Policy: 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
• Templates: Custom template with detailed situation information.
• Notification Policy: 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
• Templates: Predefined template for action notifications.
• Notification Policy: Notifications to the assigned individuals and team members involved in the action.

Entities: Use Case: Entity Management

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

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