Alerts that have been ack'd but not closed for x days

[Kimi Nakashima]

We've had a problem recently where alerts have been ack'd but not closed. Most of this was because it took some time for us to reduce the noise alerts. Our response team got too used to occasionally ack'ing and ignoring alerts. Now that we've filtered out the noise alerts we're re-training the team, but I was wondering if there's some way to catch this in case something like this happens again.

Is there a way to remind the responder after so many days that they have an open alert? Or maybe some way to send someone (most likely a manager) a list open alerts that haven't been closed?

[Nick H · Accepted solution]

Hi @Kimi Nakashima ,

To re-notify users you can configure a Notification Policy under the team receiving these alerts. Notification policies can be used to restart the notification process for any open alerts after x-time. If the alert gets closed before the time configured, the policy will not apply / restart notifications: https://docs.opsgenie.com/docs/team-policies#notification-policy

That might look something like this:

Otherwise, users who have permission to the Analytics tab can schedule reports that send via email for open alerts daily, weekly, etc.

You'll most likely want to configure this scheduled report under the Alert Analytics tab: https://docs.opsgenie.com/docs/alert-reports-global

That query/report might look something like this:

My example above would send me an email weekly every Monday at 8am for any open alerts. 

Hope these help! Let us know if you have additional questions or issues.

-Nick

[igor.nobrega]

Hi Nick,

For those options is there a base plan that we need to be in? I can't see those options in my Opsgenie account. Thanks

[Nick H]

Hi @igor.nobrega ,

Advanced Reporting and Policies (such as Notification and Alert policies) mentioned above are available on the Standard and Enterprise plans:

https://support.atlassian.com/opsgenie/docs/view-global-and-team-reports/

https://support.atlassian.com/opsgenie/docs/create-and-manage-global-alert-policies/

https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/