Practice: Esclation Manager

Objective

To set up escalation so that notifications are escalated through channels.

Instructions

Create a Schedule Intended to Fail

1. In Library > Administration, select Master Schedule.
2. Click Add button.
3. On the Master Schedule Definition screen:

• In the Schedule Name field, enter Escalation Schedule.
• Auto Build 7 days in advance for 1 days.
• Auto Delete 7 days ago.
• Save the Schedule.

4. In Studio, select Escalation Schedule and click View.
5. In the side menu, select Add Job.
6. In the Master Job Definition screen:

• In the Name field, enter Escalation Fail Job.
• In the Job Type drop down, select Windows.
• In the Machine Selection section, select the desired machine from the Machines or Machine Group drop down.
• In the General section, select the desired user from the User Id drop down.
• Under the Run section, type the following in the Command Line box:

"Bad Command Line to Fail"

• Add Documentation.
• In the Frequency section, create or add desired Frequency.

7. In Library > Management, select Escalation Manager.

Create the Escalation Group

8. In the Groups section on the right side, click Add.
9. In the Add New Escalation Group pop-up window:

• In the Name field, enter Level 1.
• In the Users section, select desired users.
• Click the > button to move the users to the Assigned Users column.
• Click the Save Button.

Create the Escalation Rule

10. In the Rules section on the left side, click Add.
11. In the Add New Escalation Rule pop-up window:

• In the Name field, type Escalation Job Failure.
• In the Rule Sequences section, click Add.
• In the Add New Rule Sequence pop-up window:
  • In the Number of Times To Be Notified field, enter 6.
  • In the Time between Notifications (minutes): textbox, enter 00:05.
  • In the Group drop-down, select Level 1.
  • Click Add.
• Click Save

Note

If you needed to add multiple escalation levels, you would click add again on the Add New Escalation Rule pop-up window and follow that the same process.

Create a Notifcation Group and Trigger

12. In Library > Management, select Notification Triggers.
13. Click Manage Groups in the upper right corner.

Create a Notification Group

14. On the Manage Groups screen, click Add.
15. In the Name field, type Job Failure.
16. In the Type drop-down, select Job.
17. Under the Name field, select Included so that future machines are included in this trigger.
18. Validate that the Selected check boxes for both Escalation Fail Job is checked.
19. Click Save.

Create the Notification Trigger

20. Click on Notification Triggers in the upper right corner.
21. On the Notification Trigger screen, click Add.
22. In the Group Name drop-down, select Job Failure.
23. In the Trigger Name drop-down, select Job Failed.
24. Click the + sign on Email to add an email notification.
25. In the Email pop-up window:

• In the To field, type desired email address.
• In the Subject field, type Job Has Failed.
• In the Message box, enter The Job Has Failed.
• Click the OK button.

26. Click Save.

27. In Library > Management, select Notification Triggers.

28. Click Manage Groups in the upper right corner.

Applying the Escalation

29. Under the Library > Management, select Notification Triggers.
30. In the Notification Triggers section, click on Escalation Schedule.
31. In the Trigger Name drop-down in the bottom half of the screen, validate that Job Failed is selected.
32. In the Escalation Rule drop-down, select Escalation Job Failure.
33. Click the Save Button.
34. Close Library.

Build the Schedule

35. In Operations, click on Schedule Build.
36. Select the Released for today.
37. In the Schedule List, select Escalation Schedule.
38. Click the Build button.
39. Expand and click on the schedule link for Escalation Schedule to return to the Processes screen.

Note

• The only job in the Escalation Schedule will fail which will triggering the Escalation Event.
• You will receive a pop-up alert that reads You have notifications to acknowledge.
• If you open your email client you should also see the initial alert, as well as another email informing you that this process has been placed in escalation.

Acknowledge the Escalation

40. In the pop-up window that says You have notifications to acknowledge, click Review.
41. In the Notification Acknowledgement pop-up, check the appropriate box for the Job Failure.
42. Click Acknowledge.
43. Click Close
44. Close Operations.

tip

There are alternatives when acknowledging an escalation. You can also:

• Click on the Escalation Icon in the lower right corner to the left of the heartbeat.
• Log out and back in of Solution Manager. You will get the acknowledgment alert.

Video Walkthrough