Alert Routing

Routing rules are available from the Starter plan. On Free, every alert goes to every channel you have set up. If an organization moves down to Free, its existing rules keep working and can be deleted, but new rules cannot be added or changed until the plan is upgraded.

By default an alert goes to every notification channel you have set up. Routing rules let you be more precise: send critical alerts to SMS, keep warnings to email during the day, and stay quiet about low-priority alerts overnight.

How rules are applied

Rules are checked from the top of the list, and the first rule that matches decides. Put specific rules, such as critical alerts, above general ones. An alert that matches no rule goes to every channel you have set up, so having no rules at all keeps the default behaviour.

A rule matches an alert when all of its conditions are true:

• Severity — critical, warning, info or predictive, or any.
• Device group — the alert comes from a device in that group, or any device.
• Alert text contains — a word that appears in the alert title, such as disk.
• When it applies — the days of the week and the hours of the day, in the timezone you choose.

What a rule does

• Send to channels — choose any of Email, Slack, Telegram, WhatsApp and SMS. A channel you haven’t set up under Notification Channels can’t deliver.
• Notify nobody — matching alerts are still recorded and shown on the Alerts page, but nothing is sent.

Alerts raised during a maintenance window are held back before routing is even considered.

Creating a rule

Go to Settings → Alert Routing and click New rule. A sentence under the form describes the rule in plain words so you can check it says what you mean. Only Superadmins can create, change, reorder or delete rules; everyone else can view them.

Use the arrows to change the order, Turn off to pause a rule without losing it, and Edit to change one. An organisation can have up to 50 rules. Creating, changing and deleting rules is recorded in the audit log.

Times and timezones

Times use 24-hour format in the timezone selected on the rule, which defaults to your browser’s. If the start is later than the end, for example 22:00 to 06:00, the window runs overnight and counts as the day it began: a Friday 22:00–06:00 rule covers early Saturday morning.

Example: quiet nights, but never for critical alerts

1. Critical alerts: severity Critical, send to SMS and Email, any time.
2. Quiet at night: severity Warning, Notify nobody, every day, 22:00 to 06:00.
3. Warnings by day: severity Warning, send to Email.

Critical alerts always page. Warnings overnight are recorded silently, and by day they go to email.