By default the only response to an alert operator message is Acknowledge. This can be changed on the alert source.

Alert operator messages are created by alert sources. Each alert source uses specific rules to determine:

when an alert needs to be raised
the escalation to use
the message to send
the valid replies

Alert escalations define where alerts are sent, and how long to wait for an acknowledgment before continuing to the next stage of the escalation.

Each alert escalation has the following fields:

Address - where the escalation message is to be sent.
Default Alert Escalation - the next escalation to use.
Delay amount and units - how long to wait for acknowledgment before the next escalation.

The message is sent to the specified address the moment the escalation is raised. If a default alert escalation is specified, then it will be raised after the delay specified on the current escalation.

note

When a condition specified in an alert source does not match an escalation, then no alert is sent.

warning

It is possible to create loops in escalation to repeatedly send messages. We recommend you add a delay of at least one minute between escalations to avoid overloading your mail server or clients.

Alert Escalation Actions

Alert escalation actions allow you to customize the way alerts are escalated.

The following predefined objects are available:

Object	Class	Example Code
jcsOutLog	com.redwood.scheduler.infrastructure.logging.api.Logger	jcsOutLog.info("This is an informational message");
jcsAlertEscalationPostAlertContext	com.redwood.scheduler.api.scripting.variables.AlertEscalationPostAlertActionScriptObject	jcsAlertEscalationPostAlertContext.isResend()
jcsSession	com.redwood.scheduler.api.model.SchedulerSession	jcsSession.getQueueByName("PRD_Queue");

note

The jcsSession object is only available when you set an Action Subject.

Context-Menu

Alert escalations support the following context-menu actions:

Action	Description
Edit Security	Edit the security of the alert escalation
Duplicate	Make a copy of the alert escalation to create a similar one
Delete	Delete the alert escalation
Export > Export	Export the alert escalation into a CAR file
Export > Export with related objects	Export the alert escalation into a CAR file including referenced objects
Promote > Promote to system	Promote the object to a remote system
Promote > Edit further then promote	Edit the export rule set prior to promoting
Promote	Promote the alert escalation to another Redwood Server instance
Edit	Edit the alert escalation
Show Permalinks	Show links that can be used from third party applications to link to the object
Add to navigation bar	Add the current object to the navigation bar
New alert escalation	Create a new alert escalation
Show diagram	Display the dependencies in a diagram
Filter > New Filter	Create a new alert escalation filter
Filter > Edit Filter	Edit current alert escalation filter
Filter > Delete	Delete current alert escalation filter
Filter > Duplicate Filter	Create a copy of the filter
Filter > Export Filter	Export the filter into a CAR file
Filter > Add to navigation bar	Add the filter to a navigation bar
Filter > Create filter from search	Create a filter from the current IntelliSearch query

Finding Alert Escalations

You can search for alert escalations using filters and the Search Alert Escalations box on the Alert Escalations tab. This box is known as the IntelliSearch box and located under your username on the top right-hand side of the user interface. Filters allow you to specify a list of objects with static criteria. IntelliSearch allows you to specify complex queries in a simple way using prefixes. Prefixes are used to specify which property you are searching in and have short as well as long syntaxes. For example, if you want to display all alert escalations with the term management in the comment, you would use the search criteria as follows:

c:management

You can search more than one property, as follows:

c:management n:corp

note

No spaces should be entered before or after the colon (: ).

See the Advanced Object Search for more information.

The following table illustrates the available prefixes for alert escalations:

Prefixes	Description
n, name	searches the name property
c, comm, comment	searches the documentation property
d, desc, description	searches the description property
a, application	searches the application property
cb, changedbefore	(internal) search for alert sources that changed before a certain ISO-8601 period

One day (24 hours):
P1D - in days
PT24H - in hours
PT1440M - in minutes
PT86400S - in seconds
PT23H60M - in hours + minutes
PT23H59M60S - in hours + minutes + seconds

One day and one hour:
P1DT1H - in days and hours
...

Deleting Alert Escalations

You can only delete alert escalations when no other objects relate to them. For example, if there are process alert sources that use the escalation, the escalation cannot be deleted until all process alert sources that use it have been modified. You can see all process alert sources that relate to the escalation in Related Objects in the lower detail pane and on the show page.

The table in related objects contains three columns:

Type - the type of object with a link to it
Related Object - the name of the object with a link to it
Used As - objects can sometimes be used in different roles

Security

Privilege	Description
AlertEscalation.Create	Create alert escalations
AlertEscalation.Delete	Delete alert escalations
AlertEscalation.Edit	Edit alert escalations
AlertEscalation.View	Access alert escalations

You can grant privileges on two levels, Access and Admin; a privilege granted on Admin level allows the grantee to grant the privilege to other users. These privileges can be granted per partition or system-wide.

The Security tab allows you to specify which users can access, edit, and delete the alert escalation.

Procedure

Create a simple alert escalation

Navigate to "Alerting > Alert Escalations".
Choose New Alert Escalation from the context-menu.
Fill the Name field, the Address field, and Delay field.
Choose Save & Close.

Example

Simple three stage escalation

Navigate to "Alerting > Alert Escalations".
Choose New Alert Escalation from the context-menu.
Fill StageOne in the Name field, duty-operator@example.com into the Address field, and 15 into the Delay field, leave the Unit drop-down on Minutes.
Repeat the previous two steps to create two more with the data below.
Choose Save & Close.

Name - StageTwo
Address - backup-operator@company.com
Default - StageThree
Delay - 10 Minutes
Name - StageThree
Address - it-manager@company.com
Default - none
Delay - ignored

Three stage escalation with loop

Navigate to "Alerting > Alert Escalations".
Choose New Alert Escalation from the context-menu.
Fill StageOne in the Name field, duty-operator@example.com into the Address field, and 15 into the Delay field, leave the Unit drop-down on Minutes.
Repeat the previous two steps to create two more with the data below.
Choose Save & Close.

Name - StageTwo
Address - backup-operator@company.com
Default - StageThree
Delay - 10 Minutes
Name - StageThree
Address - it-manager@company.com
Default - StageThree
Delay - 5 Minutes

Result

Procedure 1:

If an alert is raised at 20:00 and escalated to StageOne, the following will happen:

20:00 - An email will be sent to duty-operator@company.com. If no response is received after 15 minutes, then it will be escalated to StageTwo.
20:15 - An email will be sent to backup-operator@company.com. If no response is received after 10 minutes, then it will be escalated to StageThree.
20:25 - An email will be sent to it-manager@company.com.

Procedure 2:

If an alert is raised at 20:00 and escalated to StageOne, the following will happen:

20:00 - An email will be sent to duty-operator@company.com. If no response is received after 15 minutes, then it will be escalated to StageTwo.
20:15 - An email will be sent to backup-operator@company.com. If no response is received after 10 minutes, then it will be escalated to StageThree.
20:25 - An email will be sent to it-manager@company.com. If no response is received after 5 minutes, then it will be escalated to StageThree.
20:30 - An email will be sent to it-manager@company.com. If no response is received after 5 minutes, then it will be escalated to StageThree.
Email will be continue to be sent to it-manager@company.com every 5 minutes until the operator message is acknowledged.

Product Documentation

Defining Escalation Routes

note

warning

Alert Escalation Actions

note

Context-Menu

Finding Alert Escalations

note

Deleting Alert Escalations

Security

Procedure

Example