Configuring Notifications

Introduction

Configuring a notification at the level of a user service, host or service allows alerts to be sent in the event of a change of state of a user service, a host or a service.

This procedure explains how to configure such notifications.

Notifications can be configured by navigating to Configuration.

General Principles

Notification is the method of informing a contact of a change of status of a host, a service or a user service.

A contact can be an interactive user of ServiceNav. They can also be a user defined in ServiceNav but not having direct access to the ServiceNav application.

A contact can be configured with a notification time slot and can receive alerts about all status changes or only some of them. The notifications can be sent as soon as a change of status occurs or after validation of the suspected change of status has been made.

A contact defined at the level of a company may be notified about the hosts, services and user services associated with this company. A contact may also be notified about the hosts, services and user services associated with the company’s sites.

Groups of contacts contain contacts. Groups of contacts are defined at the level of a company. They cannot be defined at the level of a site. They can however contain contacts defined at the level of a site of the company.

To establish the overall notification policy for a client company, requires the following:

  • Define the notification time slots
  • Define the notification contacts
  • Define the notification policy for a host
  • Define the notification policy for a service
  • Define the notification policy for a user service

 

Define the time slots

Adding a time slot

Times slots allow you to configure the notification and availability of the services, hosts and user services.

A time slot defined in a company will also be visible in all the sites located under the company in the tree of companies.

Navigate to Configuration > General > Timeslots.

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Click on +Add.

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  • In the General Information section provide the name of the time slot
  • Use the check boxes to define the aspects of management the time slot will default for
  • For each day of the week, enter the opening hours…

Example: From 1:00 to 7:00 and from 20:00 to midnight enter 01:00-07:00, 20:00-24:00

  • Add a Descripton if required (not shown)
  • Click on Apply to commit changes

Modifying a time slot

Navigate to Configuration > General > Timeslots.

Select the company for which you want to change a time slot (for example, Coservit – UK)

 

Click on the time slot, make the changes in the time slot details record and click on Confirm.

Deleting a time slot

Navigate to Configuration > General > Timeslots.

Place yourself on the company for which you want to change a time slot (in the example, My Company).

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  1. Select the time slot that you want to delete
  2. Click on the Trashcan icon
  3. Confirm your intention to delete the time slot

 

A time slot cannot be deleted if it is associated with a host, a service or a user service.

Defining the notification contacts

Adding a contact

A contact is automatically created when a user is defined in ServiceNav. However, the user is not active and so you will therefore need to configure and activate the contact.

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  1. Navigate to Configuration > General > Contacts.
  1. Place yourself on the company for which you want to add a contact (in the example, Partner).
  1. Click on +Add.

In the contact details record, enter the following information:

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  1. Enter the name of the contact, and then their alias (optional information)
  2. Enter the e-mail address of the contact: email notifications are sent to this e-mail address
  3. Link this contact to an existing ServiceNav User
  4. Enter the contact’s phone number: SMS notifications are sent to this phone number
  5. Change the customer (or client) the contact should be associated with.
  6. Click Apply to activate the contact

 

A ServiceNav Box monitoring appliance can accept only one contact with the same name. Therefore, it is preferable to define contacts at the level of a company, and to prefix them with the name of the company.

 

Only active groups of contacts are present in the list of groups of contacts with which the contact can be associated.

 

It is not enough simply to activate a contact for them to receive notifications. You must also configure the notification policy at the level of the hosts, services and user services.

 

The rest of the section allows you to define the hosts, the services, the changes of status and the means of notifying the contact.

 

The actual notification policy is the logical intersection between the elements of notification policy defined at the level of the contact and those defined at the level of the host, service and user service. This management rule allows you to set up differentiated management of notifications.

 

For example: a notification time slot from 5.00 to 20.00 is defined at the level of host E. The 5.00-12.00 notification time slot is defined for Team A, the 12.00-20.00 notification time slot is defined for Team B. If a change of state occurs at 13.00, Team B will be informed. If a change of state occurs at 10.00, Team A will be informed.

Host notification properties

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  1. Select the notification time slot for the host
  2. Select the status changes for which the contact is notified
  3. Select the contacts or groups of contact who will receive notifications for the host

Service notification properties

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  1. Select the notification time slot for the host
  2. Select the status changes for which the contact is notified
  3. Select the contacts or groups of contact who will receive notifications for the host

Modifying a contact

Navigate to Configuration > General > Contacts.

Place yourself on the company for which you want to modify the contact (in the example, Client1 infogerance).

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Click on the contact, make the changes in the contact details record, and click on Apply.

Duplicating a contact

Navigate to Configuration > General > Contacts.

Place yourself on the company for which you want to duplicate the contact.

Select the contact to duplicate, and click on the Duplicate button.

Deleting a contact

Navigate to Configuration > General > Contacts.

Place yourself on the company for which you want to delete the contact.

Select the contact to duplicate, and click on the Trashcan button.

 

Defining the notification policy for a host

Defining the notification policy for a host consists of defining…

  • …for which events …
  • …in which time slot…
  • …who to inform

The events triggering the application of the notification policy for a host are changes to the status of this host.

The notification policy can be defined for a specific host, or for a set of hosts.

 

The actual notification policy is the logical intersection between the elements of notification policy defined at the level of the contact and those defined at the level of the host. This management rule allows you to set up differentiated management of notifications.

 

For example: a notification time slot from 5.00 to 20.00 is defined at the level of host E. The 5.00-12.00 notification time slot is defined for Team A, the 12.00-20.00 notification time slot is defined for Team B. If a change of state occurs at 13.00, Team B will be informed. If a change of state occurs at 10.00, Team A will be informed.

 

For a single host

Place yourself on the company for which you want to define the notification policy for a host (in the example, Client1 infogerance).

  1. Navigate to Configuration > Hosts > List.
  1. Click on the host that you want to configure: the host record is displayed on the screen.
  1. Select the Notifications tab in this record.

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In this record, configure the notification policy as follows:

  1. Click on Yes to activate notification for the host
  2. In the drop-down list, select the notification time slot
  3. Select the state changes in the host which will trigger the application of the notification policy
  4. Indicate whether additional checks must be made before sending the first notification; indicate whether this notification must be repeated
  5. Select the contacts and groups of contacts who will be alerted by the notification sent. Only groups of contacts and active contacts are included in the lists.

For a set of hosts

It is possible to apply the same notification policy to a set of hosts by multiple selection.

Place yourself on the company for which you want to define the notification policy for several hosts.

  1. Navigate to Configuration > General > Hosts > List.
  1. Select hosts with the same business impact, those for which the notification is activated or deactivated, the hosts of the same category and the hosts containing the same string of characters. This stage is optional.

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  1. Click on the hosts that you want to configure, by selecting them in the list, or by selecting them entirely:

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  1. In the Plus drop-down list, choose the Modify the notification policy.

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  1. Finally modify the notification policy by following the “Defining the notification policy for a host” section earlier.

Defining the notification policy for a service

Defining the notification policy for a service consists of defining…

  • …for which events …
  • …in which time slot…
  • …who to inform

The events triggering the application of the notification policy for a service are the status changes of this service.

The notification policy can be defined for a specific service, or for a set of services.

 

The actual notification policy is the logical intersection between the elements of notification policy defined at the level of the contact and those defined at the level of the service. This management rule allows you to set up differentiated management of notifications.

 

For example: a notification time slot from 5.00 to 20.00 is defined at the level of the CPU service. The 5.00-12.00 notification time slot is defined for team A, the 12.00-20.00 notification time slot is defined for Team B. If a change of state occurs at 13.00, Team B will be informed. If a change of state occurs at 10.00, Team A will be informed.

 

For a single service

Place yourself on the company for which you want to define the notification policy for a service (in the example, My Company – Site 1).

  1. Navigate to Configuration > Services > List
  1. Click on the service that you want to configure: the service record is displayed on the screen.
  1. Select the Notifications tab in this record.

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In this record, configure the notification policy as follows:

  1. Click on Yes to activate notification for the service
  2. In the drop-down list, select the notification period
  3. Select the state changes in the service which will trigger notifications
  4. Indicate whether additional checks must be made before sending the first notification; indicate whether this notification must be repeated
  5. Select the contacts and groups of contacts who will be alerted by the notification sent. Only groups of contacts and active contacts are included in the lists.

 

 

 

For a set of services

It is possible to apply the same policy of notification to a set of services by multiple selection.

Place yourself on the company for which you want to define the notification policy for several services.

  1. Navigate to Configuration > Services > List.
  1. Select the services with the same business impact, those for which the notification is activated or deactivated, the services of the same service category and the services containing the same string of characters. This stage is optional.

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  1. Click on the services that you want to configure, by selecting them in the list, or by selecting them all.
  1. In the Plus button drop-down list, choose Modify the notification policy.
  1. Finally modify the notification policy by following the instructions in the “Defining the notification policy for a host” section earlier.

Defining the notification policy for a user service

Defining the notification policy for a user service consists of defining…

  • …for which events …
  • …in which time slot…
  • …who to inform

The events triggering the application of the notification policy for a user service are the status changes of this user service.

The notification policy can be defined for a specific user service, or for a set of user services.

For a single user service

Place yourself on the company for which you want to define the notification policy for a user service

  1. Navigate to Configuration > User Services.
  1. Click on the user service that you want to configure: the user service record is displayed on the screen.
  1. Select the Notifications tab in this record.

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In this record, configure the notification policy as follows:

 

  1. Click on Yes to activate notification for the user service
  2. Select the state changes in the user service which will trigger the application of the notification policy
  3. Select the contacts who will be alerted by the notification sent. Only active contacts are included in the lists.
  4. Select the groups of contacts who will be alerted by the notification sent. Only active groups of contacts are included in the lists.

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For a set of user services

It is possible to apply the same policy of notification to a set of user services by multiple selection.

Place yourself on the company for which you want to define the notification policy for several user services.

  • Navigate to Configuration > User Services.
  • Select the user services with the same business impact, those shown/hidden in the IT weather of the services and the types of service (Internal or Cloud). This stage is optional.

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  • Click on the user services that you want to configure, by selecting them in the list, or by selecting them all:

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  • Click on the Modify the notification policy
  • Finally modify the notification policy by following the instructions in the “Defining the notification policy for a host” section earlier.

 

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