Notifications

Introduction

OpsRamp supports alert notifications via Email, SMS and Voice channels and other notifications via Email. Users can configure these preferences under their user profile based on notification priority.

Configure Notification Channels

Notifications can be configured in:

User Profile

Enable Email notification

Configure profile notifications while creating or updating the user profile.

To define mobile number, primary and alternate emails,

1. Click My Profile at the username.

2. Click Edit and then define the mobile number, primary and alternate emails.

Alerts

Configure alert notifications via Email, SMS or Voice.

Enable SMS and Voice Notification

To enable SMS and Voice Notifications for a partner organization, please contact OpsRamp Support. After the feature is enabled for partner organization, partner administrator can enable SMS and Voice notifications for client organization.

To enable SMS and Voice,

1. Login to OpsRamp.

2. On the drop-down menu, click Setup.

3. On the left-hand side panel click Client and then click Edit.

4. Select the option Yes against SMS and Voice notifications and click Finish.

Note:

1. The SMS and Voice Notifications is sent to the Mobile Number available in the user profile. Mobile number format should be prefixed with country code. Example: The mobile number format for the United States is [phone].

2. SMS text is limited to 1600 characters and messages over 160 characters will be sent as multiple messages.

Configure Alert Notification

User can choose to receive notifications on different channels based on notification priority.

To configure alert notifications,

1. Click My Profile at the username.

2. On the left-hand side panel click Preferences and then click Notification Preferences. Notification preference section appears.

3. Click Edit. Configure how the alert notifications should be received and then click Save. Primary Email is the default email used for sending alert notifications. However, you can choose to use an alternative Email.

4. Click Change and then select Alternate Email.

Alert Notification Templates

Alert notification template is used to configure the content of Email, SMS, and Voice notifications for alerts. The template supports custom tokens to add properties of alert and escalate alert policy in the notification.

To create notification templates,

1. Login to OpsRamp.

2. On the drop-down menu, click Setup.

3. On the left-hand side panel, click Notifications and then click Alert. Alert templates section appears.

4. Select the notification channel to customize the template.

5. Edit the template as needed. Click on the alert tokens on the left-side panel to add them to the template.

6. Click Preview and then click Save.

Note:

• User can perform Ackowledge alert and Supress alert actions from alert email by adding the corresponding tokens to the template.

• To restore the default notification template, click Restore Default.

• User can add Function-based tokens while configuring notifications. These tokens can be defined based on textual patterns within an alert’s subject, description or other attributes.

Service Desk

Service desk notifications keep the users updated about the progress of entities. The entities are the tickets managed by service desk such as service request, incident, problem, change request, task and time-bound.

Notifications are triggered:

• When an entity is created

• When an entity is updated

• When user action is expected

Notifications can be configured based on different attributes of the entity such as:

• The source from which entity is created

• Priority of the entity

• Source Policy Type, if the entity is triggered by a policy

• Assignee

• Status of the entity

Example: An incident notification can be created for incidents with High priority, generated by Auto Incident policy, and in Open status.

Create Notification Template

Notification template is used to configure the notification content for Service desk entities. The template supports custom tokens to add the properties of entities.

Partner user can create and edit notification templates.

To create notification template,

1. Login to OpsRamp.

2. On the drop-down menu, click Setup.

3. On the left-hand side panel, click Service Desk and in Automation menu click Notifications.

4. Click Add. Add Notifications page appears.

5. Provide general details, draft the notification email, add users to be notified and click Finish.

Note:

You can also send notifications on behalf of a user using the Custom option in Sender drop-down in the Add Notification section.

Edit Notification Templates

To customize email notification,

1. Login to OpsRamp.

2. On the drop-down menu, click Setup.

3. On the left-hand side panel, click Service Desk and in Automation menu click Notifications.

4. Click Customize Email option for an existing notification.

5. Provide the details, click on the required tokens and click Add.