{"id":5689,"date":"2021-10-20T11:46:18","date_gmt":"2021-10-20T09:46:18","guid":{"rendered":"https:\/\/www.actonic.de\/eskalationsrichtlinien-und-benachrichtigungen-in-opsgenie-konfigurieren\/"},"modified":"2023-03-22T11:34:48","modified_gmt":"2023-03-22T10:34:48","slug":"how-to-set-up-escalation-rules-and-notifications-in-opsgenie","status":"publish","type":"post","link":"https:\/\/actonic.de\/en\/how-to-set-up-escalation-rules-and-notifications-in-opsgenie\/","title":{"rendered":"How to set up Escalation Rules and notifications in Opsgenie"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][heading title=&#8221;Escalations in Opsgenie&#8221; heading=&#8221;h1&#8243; font_weight=&#8221;&#8221; el_id=&#8221;1634722923041-ee4813fc-c14b&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"1200\">In conflict management, the word &#8220;escalation&#8221; describes the forwarding of a problem to the next higher level. In Opsgenie, escalations are used to notify specific people at a predefined time and in a predetermined order.<\/p>\n<p data-renderer-start-pos=\"1422\">Escalation policies in Opsgenie ensure that an incident is definitely taken care of, and important issues receive the appropriate attention. Because if the first person in the notification chain does not respond to the notification after a certain period of time, the incident is escalated to the next higher level. Another action configured by you is consequently triggered. This can be, for example, the repeated notification or the addressing of another person or the entire team.<\/p>\n<h3 id=\"And-how-do-notifications-look-like?\" data-renderer-start-pos=\"1907\"><strong data-renderer-mark=\"true\">And how do notifications look like?<\/strong><\/h3>\n<p data-renderer-start-pos=\"1944\">In Opsgenie there are 4 types of notifications:<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1995\">SMS<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2002\">Phone calls<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2017\">Push notifications<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2039\">Email<\/p>\n<\/li>\n<\/ul>\n<p data-renderer-start-pos=\"2048\">Notification settings give users the flexibility to specify what their preferred method of notification is and what, if any, time constraints or other limitations exist for them. The default notification method is to send an email. However, you can always customize the contact methods to your own preferences.<\/p>\n<h3 id=\"Configure-Escalation-Rules\" data-renderer-start-pos=\"2360\">Configure Escalation Rules<\/h3>\n<p data-renderer-start-pos=\"2388\">Use Escalation Rules to ensure that users are notified of an incident until the alert is acknowledged or closed. In addition, you can also trigger escalations manually, for example, when you receive a notification about an issue that you can&#8217;t resolve. Then it makes sense to directly elevate the problem to the next escalation level without wasting valuable time to fix the problem.<\/p>\n<p data-renderer-start-pos=\"2773\">Who is notified and in what way is up to you. We will show you how to configure Escalation Rules.<\/p>\n<p style=\"padding-left: 40px;\" data-renderer-start-pos=\"2874\"><strong data-renderer-mark=\"true\">1. Name the rule <\/strong>and assign it to a team. Here it is beneficial to also add a description of the rule so that all team members and also other colleagues can see at a glance what the notification is about.<\/p>\n<div class=\"rich-media-item mediaSingleView-content-wrap image-center sc-hMqMXs eGqOOv sc-eNQAEJ fZOKSx\" data-layout=\"center\" data-node-type=\"mediaSingle\">\n<div class=\"sc-jKJlTe dypLmK\">\n<div class=\"sc-etwtAo fJzugH\" data-context-id=\"6247678081\" data-type=\"file\" data-node-type=\"media\" data-width=\"587\" data-height=\"599\" data-id=\"658be7b6-0f1d-4bff-bd5b-a365e542f761\" data-collection=\"contentId-6247678081\" data-file-name=\"7f34ff0-Screen_Shot_2018-02-20_at_2.02.06_PM2.png\" data-file-size=\"15725\" data-file-mime-type=\"image\/png\" data-alt=\"\">\n<div class=\"new-file-experience-wrapper sc-kcbnda dNcaJz\" data-testid=\"media-card-view\">\n<div class=\"media-file-card-view sc-hcmgZB djFuSo\" data-testid=\"media-file-card-view\" data-test-status=\"complete\" data-test-media-name=\"7f34ff0-Screen_Shot_2018-02-20_at_2.02.06_PM2.png\" data-test-progress=\"1\"><img decoding=\"async\" class=\"sc-fYxtnH bPVoAo\" draggable=\"false\" src=\"blob:https:\/\/actonic.atlassian.net\/5f7aa690-c3d0-49c6-aa14-3511709d5b7f#media-blob-url=true&amp;id=658be7b6-0f1d-4bff-bd5b-a365e542f761&amp;collection=contentId-6247678081&amp;contextId=6247678081&amp;mimeType=image%2Fpng&amp;name=7f34ff0-Screen_Shot_2018-02-20_at_2.02.06_PM2.png&amp;size=15725&amp;width=587&amp;height=599&amp;alt=\" alt=\"\" data-testid=\"media-image\" \/><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][vc_single_image image=&#8221;5682&#8243; img_size=&#8221;full&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p style=\"padding-left: 40px;\" data-renderer-start-pos=\"3082\"><strong data-renderer-mark=\"true\">2. Define conditions for escalation.<\/strong> In the next step, scroll to &#8220;Escalation Rules&#8221; and select when the next stage should take effect:<\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"3220\">As soon as the warning is not confirmed or<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"3266\">the notification has not been closed.<\/p>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>[\/vc_column_text][vc_single_image image=&#8221;5684&#8243; img_size=&#8221;full&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"3312\">You can then specify the recipient of the notification. For example, select individual users, an entire team, a group, or the next standby member of your schedule.<\/p>\n<p data-renderer-start-pos=\"3477\">In the example, you can see that the next escalation level is triggered if the first alert is not acknowledged after 5 minutes of creation. In this case, the next user defined in the team DevOps_schedule will be notified.<\/p>\n<p data-renderer-start-pos=\"3700\">In the third stage, if the first alert remains unanswered after 10 minutes, all team members are notified.<\/p>\n<p data-renderer-start-pos=\"3808\">You can set as many Escalation Rules as you want.<\/p>\n<p style=\"padding-left: 40px;\" data-renderer-start-pos=\"3859\"><strong data-renderer-mark=\"true\">3. Define repetitions. <\/strong>An escalation can be set up to repeat a maximum of 20 times for a warning message.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;5678&#8243; img_size=&#8221;full&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"3969\">In this step, you can specify the importance of the repetition. For example, all recipients of an alert will be contacted on the next repeat turn, even if the alert is <span id=\"cb04cc31-e15a-4a2c-b763-179393695276\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"cb04cc31-e15a-4a2c-b763-179393695276\">acknowledged<\/span>. For this option, click: &#8220;If the alert is not closed, revert acknowledge and seen states back on each repeat turn.&#8221;<\/p>\n<p data-renderer-start-pos=\"4271\">There may be different rules for each team. When you add a team to an alert, the team&#8217;s Escalation Rules apply automatically.<\/p>\n<p style=\"padding-left: 40px;\" data-renderer-start-pos=\"4398\">Here is an <strong data-renderer-mark=\"true\">example of a team&#8217;s escalation process:<\/strong><\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;5676&#8243; img_size=&#8221;full&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"4453\">The graphic shows that the people on standby are notified first. If the alert is not closed after 5 minutes, the next user receives a message. If the alert is still not acknowledged or closed after 10 minutes, the next escalation step will be performed and all members of the team will be notified.<\/p>\n<h3 id=\"The-benefits-of-Escalation-Rules-in-Opsgenie\" data-renderer-start-pos=\"4753\">The benefits of Escalation Rules in Opsgenie<\/h3>\n<p data-renderer-start-pos=\"4799\">Normally in your company you know exactly who is the ideal contact person for which problem cases, but the more complex the technical environment or the larger your company, the more detailed incident management should be planned.<\/p>\n<p data-renderer-start-pos=\"5031\">For this reason, it is worth using Opsgenie for your incident management and setting up Escalation Rules individually.<\/p>\n<p data-renderer-start-pos=\"5151\"><strong data-renderer-mark=\"true\">Some advantages at a glance:<\/strong><\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"5183\">Incidents are guaranteed to be handled quickly<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"5233\">Minimization of downtime<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"5261\">The right people are always notified<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"5301\">Crisis protection for every emergency<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"5342\">Total flexibility in configuring Escalation Rules<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"5395\">Individual selection of notification types<\/p>\n<\/li>\n<\/ul>\n<h3 id=\"Customized-rules-for-your-perfect-incident-management\" data-renderer-start-pos=\"5441\">Customized rules for your perfect incident managemen<span id=\"0fcb3b22-90b1-4541-9d32-65b85868de4c\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"0fcb3b22-90b1-4541-9d32-65b85868de4c\">t<\/span><\/h3>\n<p data-renderer-start-pos=\"5496\">In our tutorial, you can see that with Escalation Rules in Opsgenie, you can easily create customized solutions for your optimized incident management. Also check out this tutorial for more insights:<\/p>\n<p>[\/vc_column_text][vc_video link=&#8221;https:\/\/www.youtube.com\/watch?v=gMUl1KFEIVo&amp;ab_channel=Opsgenie&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"5496\">And don&#8217;t miss the start of this article series, so you know how to <a class=\"sc-jqCOkK hdFCoC\" title=\"https:\/\/www.actonic.de\/en\/making-most-of-opsgenie-with-incident-rules\/\" href=\"https:\/\/www.actonic.de\/en\/making-most-of-opsgenie-with-incident-rules\/\" data-renderer-mark=\"true\">set up Incident Rules in Opsgenie<\/a>.<\/p>\n<p data-renderer-start-pos=\"5803\">If you&#8217;d like assistance with configuring Opsgenie, we&#8217;d be happy to hear from you. Whatever the case, we&#8217;re here to help you get the maximum success out of your Escalation Rules and notifications in Opsgenie.<\/p>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;62px&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Correctly categorize operational faults and forward error notifications? That&#8217;s what Opsgenie is for. Making sure that the incident is really fixed, even if several people from the emergency on-call team are prevented? That&#8217;s what Escalation Rules in Opsgenie are for. In this article, we&#8217;ll show you how to configure them properly so that errors don&#8217;t remain unresolved.<\/p>\n","protected":false},"author":15,"featured_media":5688,"comment_status":"open","ping_status":"open","sticky":false,"template":"single_cta.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[244],"tags":[282],"class_list":["post-5689","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-incident-management","tag-opsgenie-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to set up Escalation Rules and notifications in Opsgenie - Actonic \u2013 Unfolding your potential<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/actonic.de\/en\/how-to-set-up-escalation-rules-and-notifications-in-opsgenie\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to set up Escalation Rules and notifications in Opsgenie\" \/>\n<meta property=\"og:description\" content=\"Correctly categorize operational faults and forward error notifications? 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That's what Opsgenie is for. Making sure that the incident is really fixed, even if several people from the emergency on-call team are prevented? That's what Escalation Rules in Opsgenie are for. 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