Unit 3 Exercise 9

Exercise 9: Email Escalation

Objective

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

Summary

Utilizing Escalation Manager, create an escalation Group called Level 1 and assign two User Accounts to that group. Then you will create a Rule to alert the Level 1 Group a specific number of times.

Once that the Escalation Rule is defined, you will assign that rule to a Notification Trigger and build a schedule to put the escalation into practice.

Instructions

1. In Library > Management, select Escalation Manager.

Create the Escalation Group

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

• In the Name field, enter Level 1.
• In the Users section, select Student1 and SMATRAINING\SMAUSER in the Available Users column by holding down the CTRL Key.
• Click the > button to move the users to the Assigned Users column.
• Click the Save Button.

Create the Escalation Rule

4. In the Rules section on the left side, click Add.
5. 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.

6. Close Library.

Applying the Escalation

7. Under the Library > Management, select Notification Triggers.
8. In the Notification Triggers section, click on Escalation Example.
9. In the Trigger Name drop-down in the bottom half of the screen, validate that Job Failed is selected.
10. In the Escalation Rule drop-down, select Escalation Job Failure.
11. Click the Save Button.
12. Close Library.

Build the Schedule

13. In Operations, click on Schedule Build.
14. In the From field, select today's date.
15. In the To field, select today's date.
16. Select the Released radio button.
17. In the Schedule List, select Escalation Example.
18. Click the Build button.
19. Expand and click on the schedule link for Escalation Example to return to the Processes screen.

info

• The only job in the Escalation Example 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 Thunderbird 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

20. In the pop-up window that says You have notifications to acknowledge, click Review.
21. In the Notification Acknowledgement pop-up, check the appropriate box for the Job Failure.
22. Click Acknowledge.
23. Click Close
24. 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.

Enterprise Manager

Details

Walkthrough Video - Unit 3 Exercise 9

1. Under the Management topic, Double-Click on Escalation Manager.
2. In the Group frame, click the Add button.
3. The Group Add/Edit pop-up menu will appear.
4. In the Group Name textbox, type First Level.
5. In the Available Users box select Student1 and SMATRAINING\SMAUSER.
6. Click the Green Arrow button to push the selected user to the Assigned Users box.
7. Click the Save Button.
8. Make sure the Escalation Manager still open.
9. In the Rules frame, click the Add button.
10. The Escalation Rule Add/Edit pop-up menu will appear.
11. In the Rule Name textbox, type First Level.
12. Under Rule Sequences click the Add button.
13. The Escalation Group Entry Add/Edit pop-up menu will appear.
14. In the Number of Times To Be Notified textbox, enter 6.
15. In the Time between Notifications (minutes): textbox, enter 5.
16. In the Group to Notify on Escalation drop-down, select First Level.
17. Click the Add Button.
18. Make sure the new Rule is listed in the grid of the Escalation Rule Add/Edit screen.

note

If you needed to add multiple escalation levels, you would click add again and follow that the same process.

19. Click the Save button
20. Close the Escalation Manager tab by clicking the X.
21. Under the Management topic, Double-Click on Notification Manager.
22. Under Notification Triggers, click on the Jobs tab.
23. Expand the Escalation Example folder.
24. Select the Job Failed Trigger.
25. Click the Escalation Rule drop-down menu and select First Level.
26. Click the Save Button.
27. Close the Notification Manager by click the X on the tab.
28. Under the Operations topic, Double-Click on Schedule Build.
29. The Build Schedules pop up will appear.
30. Under Schedule Selection, select Escalation Example.
31. Click the Build button.
32. Select the Released radio button.
33. Click OK.
34. Close the Build Schedules pop-up.
35. The only Job in the Escalation Example Schedule will fail triggering the Escalation Event.
36. If you open Thunderbird you should see the initial alert as well as another email informing you that this process has been placed in escalation.
37. There are two ways to open the Acknowledgement screen. Either Double-Click the Escalation Acknowledgement option under Operations or Double-Click on the Escalation Acknowledgement icon on the left of the SAM Pulse.
38. Check the checkbox by the escalation Event you want to Acknowledge.
39. Click the Acknowledge button.
40. Verify that the Event was cleared from the screen.
41. Close the Escalation Acknowledgement tab and the Thunderbird application (if open).