Notification

A notification is a signal sent by a monitoring tool when the performance of the IT infrastructure component it is tracking crosses a certain threshold. It could be a status update, warning, the announcement of a crisis or its resolution. For example, “Server A disk space is at 80%”, or, “Beta application server is at 65%”.


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Alert Logs

The list of notifications from the same resource and with the same metric that have been grouped together to reduce noise. 




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Alert

In Freshservice, an alert is an indicator of an issue. It is built by grouping similar notifications i.e. those for a common resource and with a common metric. An alert conveys the message, severity, and last updated details on the Alerts List page. All alerts in Freshservice are subjected to Alert Rules wherein they must meet certain conditions to be converted into incidents.




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Alert Profile

An Alert Profile collates alerts from one or more monitoring tools for a particular business or technical service. 


Example:

The IT Ops team in your organization is in charge of monitoring the Network Performance while the NOC team is in charge of monitoring the Application Performance.  You can create separate profiles to help both the teams. To monitor the Network Performance, you can create a profile that integrates with tools like Solarwinds, PRTG, etc. And, to monitor the Application Performance, you can create another profile that integrates with tools like New Relic. 


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Alert Rule

An Alert Rule is a set of conditions that an alert must meet in order to get converted into an incident. This reduces noise at the incident level. The same Alert Rule relays instructions to automatically route the incident to respective agent or agent groups. This reduces the need for manual intervention thereby reducing Mean Time To Resolution (MTTR).


Example:

You could create an Alert Rule to notify the NOC team when the disk space of your app exceeds 80%. When an alert fulfils the conditions set by the Alert Rule, an incident will be created in Freshservice and will be assigned to the NOC team.


Note:

  • In the absence of a customized Alert Rule, the default Alert Rule is used. According to the default Alert Rule, all alerts for which the status is ‘warning’ get converted into incidents.

  • Alert Rules are executed in the order they are listed in the Alert Rules page





 




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Basic Grouping

The process of bundling similar notifications from a common resource and with a common metric to avoid duplicity and repetition.


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Automated Grouping

The process of using Freddy Machine Learning algorithm to attach incoming alerts to open incidents. This reduces noise at the incident level and leads to the creation of contextually rich and current incidents. 


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Alert ID

A unique alphanumeric code used to identify a specific alert.



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Notification fields

Specific components of the payload shared by a monitoring tool i.e. the information contained in a notification. These could include names of resource, metric, metric value, description, severity, etc.




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Resource

A resource is an IT infrastructure component being monitored. It could be a service, an application, a node, or the host name.




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Metric Name

A specific performance related aspect of the resource being monitored. Examples include CPU utilization, Throughput, etc.


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Metric Value

Value of the monitored Metric. Ex: 50% of the CPU utilized. 




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Node

Denotes the Mac address or the IP address of the resource.




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Message

A message in context of an alert describes the associated issue.




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Severity

Severity describes the potential impact of an alert and the urgency with which it must be addressed. In Freshservice, we map the severity values used by monitoring tools to the ones used within Freshservice, so that all notifications can be interpreted using a common standard.




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Description

A description of the issue for which a notification is sent.


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Tags

Tags help users classify alerts using keywords. This helps team members to quickly understand an issue and act upon it.



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Occurrence Time

Refers to the time of the creation of an alert. Can be viewed on the Alert Detail page.




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Associations

Denotes the incidents that have been found to be related to a specific alert. This can be found in the Alert Detail page.



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Notes

Refers to notes shared by team members regarding specific alerts.


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Activities

Over its lifecycle an Alert Group undergoes multiple changes in status as registered in the Alert List. Head to the Activities tab to understand what exactly caused the change in the status of an Alert Group and at what time. 


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