Alert management is currently in BETA
Alert management allows you to track and manage alerts from all your monitoring tools right within Freshservice. You can create dedicated profiles for the services you monitor and consolidate alerts impacting a specific service. You can also create rules to automatically act upon these alerts.
Before getting to the details of setting up alert management in Freshservice, let’s take a look at a couple of key terms you’ll come across when you’re working with Alert Management.
Accessing Alert Management
You can access the Alert Management module by navigating to Settings > IT Operations Management.
Components of Alert Management
Alert Profiles lets you collate your alerts from various monitoring tools for a particular business or technical service.
Based on the type of monitoring that you do or for the service that you monitor,you can create an Alert Profile and integrate with multiple tools that are responsible for monitoring.
Let’s take an example where the IT Ops team in your organization is incharge of monitoring the Network Performance and your NOC team is incharge of monitoring the Application Performance. Now, you can create separate profiles to help both the teams. To monitor the Network Performance, you can create a profile for that and integrate with tools like Solarwinds, PRTG, etc. And, to monitor the Application Performance, you can create another profile and integrate with a tool like New Relic.
Note: You can also create multiple integrations with the same tool in a profile.
Creating alert profiles help you to
a) Collate all the alerts impacting a particular service
b) Set up rules to create incidents and assign to a specific team
Integration with Monitoring Tools
The option to integrate your monitoring tools with Freshservice can be found inside Alert Profiles. You can add a new monitoring tool by clicking on the +New Integration button.
The settings for grouping and reopening alerts can be accessed from Alert Profiles > Alert Profile( or +New Integration) > Settings.
Alert Rules allow you to specify conditions based on the incoming alerts' properties to automatically create incidents and route them to the respective teams on time.
For example, you can create an alert rule to notify the NOC team when the disk space of your app exceeds 80%. When an incoming alert fulfills the conditions set by the alert rule, an incident will be created in Freshservice and will be assigned to the NOC team.
3 Simple steps to Set up Alert Management
You can figure your alert management module using four simple steps:
Accessing Alerts within Freshservice
After setting up the Alert Profile and the Alert rules, Freshservice will start receiving alerts from your monitoring tools. You can view all the alerts by clicking on the Alerts icon on the left sidebar of the app.
The alerts section displays the alert list that provides you with all the necessary information such as the content of the alert, severity, what resource created it, associated incidents and so on.
You can use the filter option on the top right corner to filter alerts based on created date, severity, alert profile, resource and so on.
There are times where you’d receive multiple alerts regarding a single issue within a short span of time. This creates alert fatigue among agents and sometimes even causes critical alerts to slip through the cracks.
Alert Management groups alerts with the same metric name coming from a specific resource. This aggregation helps agents to quickly skim through the alert occurrence history to get an understanding of the issue. The following screenshot shows how similar alerts are grouped under a single alert entry. You can find the description of the alert along with details such as the Source, Node, Status, Alert Tags, etc.
Associating alerts to incidents
You can associate alerts to relevant incidents in Freshservice or create new incidents. You can do this for a single alert or select multiple alerts from the alert list page and associate them to an incident in bulk.
To associate an incident to an alert, follow the steps mentioned below:
Head to the alert list page and choose the alert you wish to link to an incident.
Once you’re inside the alert details page, click on the Associate Incident button present on the top right corner. You’ll be shown a dialog to associate the alert with existing incidents or create a new one.
After associating the alert with relevant incidents, click Associate.
After associating the alerts you can view them under the Associations tab in the Alert details page.
You can also view the associated alerts from the Incident details page.
In order to associate multiple alerts into an incident,
Head to the alert list page and choose the alerts you wish to associate with an incident. Click on the Associate Incident button.
Add relevant incidents from the list or create a new one.
Once done, click Associate.
Associating an alert with an incident makes it easy for your agents to understand the nature of the issue and resolve them faster.
Apart from associating an incident to an alert, you can also set alert rules to automatically create alert-based incidents (link) and automatically assign them to the right teams.
When an incident is resolved, all the associated alerts will also get resolved. Based on the severity of the associated alert, the incident priority will also change accordingly. For ex
Setting Role Permissions to View Alerts
While configuring role permissions for agents, you also get to configure what type of actions/permissions they can have in regard to alerts.