How to enable alert notifications for other responder teams despite alert being acknowledged

[joseph kwan]

Hi Community,

We have a global policy that would modify an incoming alert and add another team as a responder depending on the priority level.

In this scenario, let's say an alert has Team A and Team B as responders. Both teams have their own escalation and notification policies.

Whenever a responder sees or acknowledges the alert, subsequent notifications are skipped. As seen in the activity log >>

"Rule[New Alert][Create][Immediate Step] -> Skipped notifying. User has seen this alert."

Is there a way for Team B to continue receiving alert notifications and escalations, even if a responder from Team A has seen or acknowledged an alert? How do I configure this?

Thank you!

[John M · Accepted solution]

Hi @joseph kwan ,

Happy to assist.

When you see: 

"Rule[New Alert][Create][Immediate Step] -> Skipped notifying. User has seen this alert."

That will ONLY prevent notifications from going out to the user who viewed the alert.

However, when an alert is acknowledged it will stop all future notifications unless you are using the 'until closed' option on the escalations.

Therefore, if you want teams to be able to interact with alerts independently of each other, without affecting the notifications sent to other teams, you will need to have a separate alert generated for each team.

One option for this is to set up separate team-based integrations (rather than global) so that each team has a separate alert where they are the owner team of that alert.

It is important to note that a team MUST be the owner team of an alert for its team-based policies to be applied - and there can only be one owner team for each alert. So, two teams cannot both have their team-based policies run against the same alert, which is why you would need to have separate alerts for each team to achieve the workflow you described.