Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,464,792
Community Members
 
Community Events
176
Community Groups

Handling Mail from Monitoring Systems

What is the best practice for handling email notifications from monitoring systems into the service desk?

 

So this morning I came into a queue of around 50 tickets generated by the monitoring systems we use. This was expected as we are now piping email alerts into the service desk rather than a shared mailbox. Now the problem is the volume of new monitoring tickets is masking actual support issues as a new ticket is opened up for every alert status change. What I'm looking for is a way to consolidate the tickets automatically as they arrive.

 

For example:

1) Monitoring picks up an issue with a server and sends an email with the subject "Server IP 1.2.3.4 is DOWN"

2) An engineer either resolves the problem with the server or the alert is a "flap" and it resolves itself

3) The monitoring systems sends out another email with the subject ""Server IP 1.2.3.4 is UP" however this is added as a comment to the original alert ticket rather than a new ticket

 

The problem I face is associating the two emails with very similar, but different, subject lines to the same issue ticket. the alerts do come from the same sender and always the follow the same format if that makes a difference.

Any ideas?

 

 

2 comments

I agree it's not exactly the right answer for your question, but in the past I've chosen not to adopt email notifications and instead of using this plugin for nagios/JIRA 

this https://marketplace.atlassian.com/apps/1211137/nagios-for-jira?hosting=server&tab=overview

and this

https://marketplace.atlassian.com/apps/1217614/nagios-integration-for-jira?hosting=server&tab=overview

he problem we have is that we have to use email notifications as we receive alerts from a number of sources, some in house and others client based...

So just to close this off. To get round this problem we have actually deployed PagerDuty now which handles all our notifications and then produces a summary we can inject into the service desk.

It gathers them together nicely as well so avoid having to spam the service desk with multiple notifications.

Comment

Log in or Sign up to comment
TAGS

Atlassian Community Events