Operation - Disable creation alert

Question

Hello everyone,
I created an alert that is triggered by the arrival of an email.
I wanted to understand if it was possible not to create alerts outside of certain hours.
Otherwise, I risk having to manage and view many alerts that I don't need.
I tried to look into it, but I couldn't find a way to disable the creation of alerts.
Thank you all in advance.

FrancoB · Answer

@Dave Mathijs

regarding the automation you mentioned:
I tried to find something that could already be linked to the time set in the scheduler, but I couldn't find anything.

This part you mention:
“IF current time is outside service hours”

am I therefore obliged to use the classic date/time smart values?

FrancoB · Answer

hi @Dave Mathijs 
Thanks for your feedback.
You're absolutely right, but unfortunately the alerts are linked to a project/email that is monitored by a user during the day, and unfortunately it is not possible to block the incoming flow.
However, I thought it might be possible to somehow disable the creation of alerts during the period when the user is monitoring the project and leave it active only when he is not there.

The problem is that the user then looks at all the open alerts even during his activity, and this can create a lot of confusion in management.

Dave Mathijs · Answer

Hi @FrancoB ,

Best practice

My advice would be to tune this at the source side. If your monitoring system is sending too many emails (resulting in an Alert), then maybe it's best to finetune the thresholds for sending the emails in the first place.

After all, what's the use of creating an alert for emails sent if you're not going to act on it?

It's not because the emails are sent outside the business hours that they shouldn't be handled (f.e. at the start of business hours the next working day).

Just my opinion, not a judgement of any kind.

Workaround

As a workaround, you could configure alert routing rules to be have differently inside/outside business hours.

The Alerts are still created, but the routing rules can route the alerts to a different team, are sent to a low-priority queue or are suppressed from notifying anyone.

Outside business hours, you can use JSM Operations automation rules to auto-acknowledge and/or auto-close alerts:

WHEN alert is created
IF current time is outside service hours
THEN
- Set priority = Low
- OR auto-close alert
- OR add note "Outside service hours – deferred"