Kaseya Community

How to manage out of hours alerts

  • Hi folks,

    Just wondering how people manage out of hours alerts.

    We have a couple of situations and we are trying to figure out a process for it.

    We need to be able to alert our on call guys after 6pm but only for certain alerts for certain clients.

    OR

    We need to alert the clients IT on call engineer after 6pm but only for certain alerts and only certain alerts that the client requests.

    We use Kaseya and Connectwise and I not keen to use Connectwise for this and kaseya is not time aware for alerting.

    Any thoughts or suggestions.

    M

    Legacy Forum Name: How to manage out of hours alerts,
    Legacy Posted By Username: mmartin
  • mmartin
    Hi folks,

    Just wondering how people manage out of hours alerts.

    We have a couple of situations and we are trying to figure out a process for it.

    We need to be able to alert our on call guys after 6pm but only for certain alerts for certain clients.

    OR

    We need to alert the clients IT on call engineer after 6pm but only for certain alerts and only certain alerts that the client requests.

    We use Kaseya and Connectwise and I not keen to use Connectwise for this and kaseya is not time aware for alerting.

    Any thoughts or suggestions.

    M


    We set up a specific alias for the afterhours oncall staff, and just rotate from there, there are some alerts that go to the general support or the monitoring or everyone depending on what it is.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: thirteentwenty
  • mmartin
    Hi folks,

    Just wondering how people manage out of hours alerts.

    We have a couple of situations and we are trying to figure out a process for it.

    We need to be able to alert our on call guys after 6pm but only for certain alerts for certain clients.

    OR

    We need to alert the clients IT on call engineer after 6pm but only for certain alerts and only certain alerts that the client requests.

    We use Kaseya and Connectwise and I not keen to use Connectwise for this and kaseya is not time aware for alerting.

    Any thoughts or suggestions.

    M


    We are using SD for this. Make the right SLA with proper time coverage. Escalate ticket's within coverage time in a minute for the first time. Check date, time, holiday, priority of the ticket and if all conditions are met use x-lite to call the oncall tech.

    that's how we do it.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Hans den Boer