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How does incident alert management work?

From an incident to its resolution.

Step-by-Step - Incident alert management system

1 - Incident occurs - Integrations

OnPage automates the alerting process. Plus, any system that sends an email notification can be integrated with OnPage. Here’s an example: a server experiences an issue. The monitoring system associated with the server is integrated with OnPage’s incident alert management system, which automates the alert to your on-call team.

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2 - Organize teams - On-call scheduler

OnPage users with access to the web console have an intuitive, flexible and easy-to-use on-call scheduler that can manage even the most complex employee, team and group calendar configurations. Features include the ability to organize teams into groups, define escalation orders, create group schedules that override the escalation order under unique scenarios (to match incidents to team member skill sets or knowledge levels) or certain days of the week or times of the day, create recurring schedules and overrides to on-call recurring schedules.

IT incident alert management

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3 - Automate notifications - Escalation policy

OnPage’s escalation policy makes sure that if an incident is not acknowledged or resolved within a pre-determined amount of time (Escalation Interval), will be escalated to the next user(s). The order in which the people are alerted as well as the Escalation Factor determines what condition stops the escalation (e.g., the alert is delivered, read or receives a response) can be adjusted.

Watch this video to learn more about escalation groups:

 

IT incident alert management

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4 - Team gets notified - Secure alerting and messaging

The OnPage app goes way beyond pager functionality. Teams have the ability to send and receive messages which include images and voice attachments to add detail and the entire message is completely secure.

OnPage secure messaging works wherever there is cellular or wireless (Wi-Fi) coverage.

IT incident alert management

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5 - Team takes action - High/Low-priority messaging

Once the team is alerted, they have the option to request more help through the OnPage platform. They can send messages in two different formats: High-priority and low-priority. OnPage’s unique ringtones and persistent alerts ensure that critical alerts get attention. The high-priority critical alerts can also override the silent switch on all devices.

Set high/low priority before sending message

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6 - Alert status - Audit trails and message failover reports

Teams can see exactly when a message is read with OnPage’s full audit trails and message logs.

In the unlikely event a message is sent to an escalation group and does not reach anyone in the escalation group, there are additional reporting options – failover to OnPage IDs and escalation failover reports, which notify managers and ensure accountability.

Report and Audit Trails

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