How do you set up notifications when a P1 alert is acked but not closed?

[Edgardo Isaula]

Im trying to set up notifications for P1 alerts, the alert is recedved, and then acked, but i want to notify after a certain period of time when this alert is not closed but just acked

[Chris DeGidio · Accepted solution]

Hi @Edgardo Isaula 

You would set this up in the team escalation policy. There are two options to select during a notification step/event. If the alert is not closed or if the alert is not ackd. You will want to add a step for not closed: 

[Edgardo Isaula]

Hello @Chris DeGidio ! thank you for your answer! However, I saw that option, but the problem with it, is that it applies it to all of the alerts (P1-P5), it does not let me customize it by priority, for example, if I want to notify x user if a P1 alert is acked but not closed in 120 min, and another one, I want to notify x user if a P2 alert is acked but not closed in 180 min, so we can meet SLAs especifically.

Thanks in advance.   

[Chris DeGidio]

hi @Edgardo Isaula you would apply a different escalation policy dependent on the details of the alert via a routing rule. So for example for a p1 you can route that alert to its own escalation policy seperate from other alerts with different priorities. 

[Edgardo Isaula]

Thank you @Chris DeGidio that worked great :)

[Edgardo Isaula]

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