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This list was inspired by some recent chats that I've had with newer Opsgenie customers. Sometimes people get stuck doing something a certain way, or are forcing solutions to work together because of legacy, lack of budget, or "this is the way it's always been done" etc. When that happens, sometimes the features we use in a streamlined tool, aren't as intuitive as we may think. If you're a seasoned Opsgenie user the below might seem obvious. But if you're new to Opsgenie and/or incident management tooling in general, these little tidbits can save you some time and future headaches.
1. Only acknowledge an alert if you plan on doing something about it.
The purpose of an alert is to notify the right people so that they can take action and solve or prevent a problem. If you acknowledge an alert (possibly as a reflex to receiving the notification), but don't plan to do anything about it, you're sending a confusing message. Your team and other responders will assume the problem is being taken care of, and then the alert becomes the tree that fell in the empty woods (no one heard it, no one knew about it).
2. You do have to acknowledge an alert to prevent notifications from continuing.
Each team has a list of escalation policies, routing rules, and on-call schedules. These all work together to notify the right people on call so they can take action quickly. Escalation policies work to prevent alerts from sliding under the radar and will continue to escalate the alert until someone acknowledges it. If a responder does not acknowledge an alert but begins working on it, the escalation policy will continue to notify folks until acknowledgement, and create confusion and likely duplicate work on the team.
3. "Seeing" an alert, stops your notification flow.
Opsgenie is smart, and helps to reduce and prevent alert fatigue. If you're logged in to Opsgenie when an alert comes in (whether it be open on your phone or computer) and you click on that alert to see more information you will not receive notifications for that alert. Why? Because Opsgenie knows you "saw" it, and thus there is no need to notify you again.
That's all for today. If you have a helpful tip or trick feel free to share it in the comments!
Sr. Technical Product Marketing Manager
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