I'll preface this by saying that I'm struggling to understand how PRTG is meant to be integrated into Opsgenie.
I have PRTG notifications going to Opsgenie. I want to have Opsgenie escalation work as follows:
How do I implement a PRTG integration into Opsgenie with a complex set of tag-based routing rules?
I think I've got a motif figured out.
Our DBA, Infrastructure, and Application teams provide after-hours on-call services. These three teams need to be notified when a service they are responsible for goes down. Each team should not, however, be notified when another team's services go down. Our monitoring solution has been configured with "tiered alerts", such that "Tier1" alerts indicate client-impacting downtime, "Tier2" alerts indicate no current but potentially impending client-impacting downtime, and "Tier3" alerts indicate non-client-impacting, but important-to-the-company service issues. After-hours on-call rotations respond only to Tier1 (immediately client-impacting) alerts.
During business hours, a separate Daytime Coverage team responds to Tier1, Tier2, and Tier3 alerts to ensure the company and clients are well-served. The Daytime Coverage team is not domain-specific and responds to all DBA, Infrastructure, and Application alerts.
We leverage the tags on PRTG sensors within PRTG, since it's not easy to make use of the PRTG tags over in Opsgenie when creating routing rules. Libraries are used in PRTG to group sensors by tier, so that all sensors within a specific tier will notify a specific integration in Opsgenie. By doing this, the specific integration in Opsgenie can set an appropriate priority for the Opsgenie alert, as well as add a tag to the Opsgenie alert so policies can be defined to figure out which team to send the alert to using alert policies. Rather than using routing rules, alert policies set the appropriate responder based off of alert priority and tags. The Opsgenie schedules are restricted to specific hours in the day to ensure that on-call notifications only get received after-hours, and daytime coverage notifications only get received during business hours.
Thanks to @John M for inspiring the use of alert policies!
Thanks for posting the detailed solution, @Nathan Ell ! This is very helpful for other community members who may have a similar question.
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Hi @Nathan Ell ,
If the tags are being added at the time of alert creation via the advanced integration settings, you can create 4 different Global policies to satisfy your requirements. Here is what the first one would look like:
If you're wanting to route based on fields that are in the PRTG payload, you will need to choose from the list of available options in the drop-down in the advanced settings. However, "tags" is not an option there.
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Thanks for the info. Unfortunately the tags are coming from PRTG and this seems to be where the struggle comes from - somehow I need to get tags from the PRTG payload into Opsgenie so I can start making decisions in Opsgenie on how to route the alert.
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