eG Administration
 

ALARM ESCALATION

To access this page, click on the icon available in the Admin tab, select the Alert Settings option from the Mail Settings sub-menu in the Alerts tile, then click on the Alarm Escalation option from the Settings tree.

To ensure the continuous availability of mission-critical IT services, it is essential that problems be detected at the earliest and remedial action be initiated immediately. Naturally, the performance of an IT operations team is assessed by its ability to proactively isolate problems and by the speed with which the identified issues are fixed. As most IT operations teams are required to support strict service level guarantees, problems that remain unnoticed or unresolved for long periods of time could result in service level violations, warrant severe penalties, and ultimately even impact the reputation of the service provider.

The eG Enterprise with its patented correlation technology and its multi-modal (email/SMS/pager/console) problem alerting capability accurately identifies potential issues in the monitored environment, and intimates the concerned IT operators before any irredeemable damage is done. To enable IT managers to proactively track the performance of their operations teams, eG Enterprise also includes a time-based alarm escalation capability. With this capability, when a problem remains unresolved for a long time period, the eG Enterprise manager automatically escalates the alarm to one or more levels of IT managers. The alarm escalation is based on a pre-defined escalation period, which is configured by the administrator of eG Enterprise.

The escalations are personalized for each user - i.e., each user in the eG Enterprise is associated with multiple levels of managers. When an alert that has been sent to a user is not resolved within the escalation period, the alert is forwarded to the first level of management. If the problem remains unresolved for another escalation period, the second level of management is informed, and so on. By hierarchically escalating problems to IT managers, eG Enterprise ensures that the management staff stays informed of the state of the mission-critical IT services they control, and that they can intervene in a timely manner to ensure quick and effective resolution to key problems.

The settings for escalation can be defined in the ALARM ESCALATION section of this page as follows:

  • Escalate alarms after: Here, specify the duration beyond which the eG Enterprise needs to escalate a problem to the next level.

    Note:

    The duration specified against the Escalate alarms after(mins) text box, should be greater than or equal to the Maximum time between email alert checks.

  • Escalate alarms of these priorities: This parameter will appear only if a valid integer value is provided in the Escalate alarms after text box. You can indicate the type of problems that need to be escalated, by selecting one/more of the alarm priorities listed here.

    Note:

    For alarm escalation to work effectively, the Escalate alarms of these priorities specification should be the same as or a subset of the Alarms by mail / SMS setting for a user. For example, if a user is configured to receive email/SMS alerts for Critical issues only and the Escalate alarms of these priorities parameter is set to Major and Minor, then the Critical alerts will not be escalated at all. However, if the AlarmEscalationType is set to Critical, Major, and Minor, or simply Critical, then the Critical alerts will be escalated.

  • Click the Update button in this page to register the changes.