How does incident alert management work?
Here’s an overview from the start of the incident to resolution.
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Incident alert management system - step-by-step
1 - The incident occurs - OnPage integrations
OnPage automates the alerting process. 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 sends the alert to your team.
2 - Organize the team - On-call scheduler
OnPage users with access to the web-based 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 skillsets or knowledge levels) or certain days of the week or times of the day.
3 - Automate the alerting process - 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), it will be escalated to the next user(s). The order in which the people are alerted can be adjusted and the Escalation Factor determines what condition stops the escalation (e.g., the alert is delivered, read or receives a response).
Watch this video to learn more about escalation groups:
4 - The 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.
5 - The team takes action - High and 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 these alerts will get attention.
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 ID’s and an Escalation Failover Report which notifies managers and ensures accountability.