Notifications based on priority

[Emil Varona]

We've set up notifications based on alert priorities. P1 through P3 alerts will notify dev team users, staggering times between escalations. This was agreed to by our management team and I am not inclined to change it. All alerts for any given service will also go to Slack, regardless of priority. A typical P2 alert, for example, will follow something like

1. (Immediately) notify internal cross-support team
2. (5 min) notify service team member on call
3. (10 min) notify next service team member on call
4. (15 min) notify all service team users
5. (20 min) notify all service team admins

Some users are asking to be notified only for P1 alerts. My question is, without significantly modifying this structure, how can users be notified by email for non-critical alerts (P2-P5) and called for P1 alerts? There doesn't seem to be a distinction between notification mechanisms within OG so I'm not sure how to keep my users AND management happy. (FWIW, the "suck it up" response was not well received!😂)

Also, I've considered letting Slack notify for "P1" as a keyword, but it happens across ALL Slack channels a user is subscribed to. We have too many individual services to make this work effectively.

[Wei Wung]

Hi @Emil Varona 

Greetings!  Thank you for reaching out!

I agree, you don't want to modify the routing rules/escalation policies/schedules as they determine who gets notified.

For this subset of users who wants to be notified (called) only for P1 alerts, while being emailed for P2 - P5 alerts, the user would need to have the ability to add an additional "New Alert" notification rule (which would require Opsgenie Standard or Enterprise plan).

A new "New Alert" notification rule can be added by the user via their Settings > Notifications page.  Below are the modifications needed for this New Alert notification rule:

1. Rename the new "New Alert" notification rule to something like "P1 Alert"
2. Set the filter condition "Match all conditions" and
3. to filter for P1 Priority
4. Set the Voice notification method and other desired notification method(s)
5. Save the changes
6. Make sure to move this notification rule above the default "New Alert" notification rule so that it gets evaluated first when the user is sent an alert.

As for the user's default "New Alert" notification rule, the only modification needed would be to set the desire notification method(s) and remove Voice from the rule as this would only match alerts that didn't match notification rules above it.

The Opsgenie Admin or Owner also has the ability to make such modifications via Settings > Users > for each of these users > by going to their Notifications tab > to modify their "New Alert" to filter for P1 Priority.

Below is an example of the two "New Alert" notification rules of a test user:

If your Opsgenie has transitioned to JSM, each of these users would need to make the above modifications of their own "New Alert" notification rules via their avatar icon in JSM > Personal settings > Alerts (on left nav bar) > then "+" to the right of "New Alert" to add a new rule; or click edit from the ellipsis menu "..." to the far right of the notification rule you want to modify.

[Emil Varona]

Thank you @Wei Wung, I will run this past our users and see if it works as they are requesting.

[Wei Wung]

My pleasure! Always good to test out any changes.