Absolutely! I'm currently the level 3 guy, but if one of the level 1 guys ack the alert, I don't get it anymore... Sounds like a great idea!

Michael

-----Original Message----- From: Henrik Stoerner [mailto:henrik at hswn.dk] Sent: Wednesday, April 13, 2005 12:49 AM To: hobbit at hswn.dk Subject: [hobbit] Some thoughts about alerts, acks and escalations

I'm beginning to look at the issue of escalating alerts. And I've had an idea that I'd like to get some feedback on before I go ahead and implement it.

Right now, Hobbit doesn't handle escalating an alert. When someone receives an alert message, they can ack it - when they do, all alerts stop and the item disappears from the "Critical systems" page (the NK page).

BB has the concept of escalating an alert, meaning that some recipients of an alert will get the alert message even if the alert has been acknowledged.

What I'd like to have is the BB system with a finer granularity. A recipient in the hobbit-alerts.cfg file has an associated "level", default is 1.

I want our NOC guys who do nothing but stare at the NK page 24x7 to be able to acknowledge an alert - and that just gets it off their monitor, it doesn't stop alerts from going out. A "level 0" acknowledgment - this is just to log that a trouble ticket has been raised for the issue.

A technician (who is a "level 1" recipient) can acknowledge the alert he receives - this will stop alert messages from going out to other "level 1" receipients, so all of the engineers can concentrate on doing what needs to be done.

Alerts will still be sent to recipients who are "level 2" and above - these are the equivalent of the BB "escalation" alerts. They can ack the alert if they'd like to turn off more alert messages, of course.

You can have even higher levels if you like, probably going up the hierarchy of managers. I don't think we'll using more than the 3 levels I've described, but there is no reason to impose any limit.

Does that sound like it would be useful?

Regards, Henrik

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