Notification types
Each user can define the types of notifications or alerts they want to receive. In particular, they can be alerted via the following means:
- SMS
- voice call
- native mobile notification (push notifications)
- Microsoft Teams
- and many more...
These notifications can be configured under the general Settings tab, then Notifications and Methods.
Notification strategies
Similarly, each user can define their own notification strategies. In particular, via the general Settings tab, then Notifications and Strategies, they can define several strategies.
Each strategy includes:
- time-based criteria (when the strategy applies) by specifying one or more time ranges
- criteria on the tags and priority of the incidents concerned
- consequences: you might be notified immediately by email, for example, or 5 minutes after the incident by phone, or both, ...
- a repeat: if desired (and this is the default behavior), the user will be notified again after 15 minutes (for example) if the incident is still Open
As with routing rules, these strategies are evaluated one after another, in the order shown on screen. Evaluation stops as soon as the incident in question matches the criteria defined in a strategy. The strategy's consequences are then applied.