Note: We've updated our pricing and packaging. This feature is available from Estate plan for customers who signed up before Nov 2nd 2020.
Use Alert Rules to automate the creation and resolution of alert based incidents based on the properties of incoming alerts, and to even automatically route them to agent and agent groups.
Creating an Alert Rule
To create an alert rule, follow the steps mentioned below.
Go to Admin > IT Operations Management > Alert Rules and click on New Alert Rule
Provide a name and description for your Alert Rule. The name should be clear enough for you and your team members to understand what the rule is for (something like ‘RDS Replica lag alerts’)
The next step is to set the conditions for the Alert Rule. Click on an alert parameter from the dropdown and set the condition. For example, you can set a condition to create an incident on receiving an alert with a P1 tag or with a particular metric name such as CPU Utilization
Please note that you can add multiple conditions to the same alert rule
After adding the conditions, the next step is to set up actions that will be performed when an alert fulfills the set conditions.
Click on the Action dropdown to choose an action. Let’s take the above example. A P1 alert could indicate a service disruption. So you can create an incident that should also have relevant tags, a private note, and assign it to the relevant L1 team. Setting up this would look something like this
After creating the alert rule, you can see it on the Alert Rules section. You can enable/disable an alert rule using the toggle button.
- How to set up Alert Management in Freshservice
- Glossary: Alert Management in Freshservice
- Alert Management in Freshservice – an overview