Notification Management

Precautions

• In the shift scenario, deduplication is person-based, not phone-number-based—so distinct persons with the same phone number receive duplicate notifications, both in multi-role shifts and individual scenarios.
• When an incident ticket or a change ticket triggers multiple notifications, and the recipients or other subscription criteria of those notifications are identical, the notification module deduplicates the message recipients. As a result, each recipient receives only one SMS notification in the same context, rather than multiple identical messages.
• When no value is set for a rule, that rule is bypassed during matching.

  For example, if rule A has no value set, it is not evaluated, and the notification instance may still take effect provided all other applicable rules are satisfied. Furthermore, even if the definition of rule A is later modified (e.g., its name or logic type), as long as its value remains unset, the notification instance continues to take effect without evaluating rule A.

Creating a Notification

Create a notification rule. After an incident, issue, or change ticket matches the corresponding rule, a notification is automatically sent.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Notification Management.
3. Click Create Notification.
4. Set the notification rules by referring to Table 1.

   Table 1 Parameters for creating notifications

   Parameter	Description
   Name	Specify a notification name. The notification name can contain only letters, digits, hyphens (-), and underscores (_).
   Type	The options are Incident notification, Issue notification, Change notification, and Alarm notification.
   Template	Select one or more notification templates. Notification template content is preset on COC. The template list varies depending on the notification type. After a template is selected, the notification template details are displayed.
   Notification Scope	Select one or more notification scopes by application. When you select a service, such as Service A, and the incident ticket also indicates Service A without considering other matching rules, the subscription will take effect and notifications will be sent based on that subscription.
   Recipient	The options are Ticket owner, Ticket creator, Shift, Individual, and Group. Multiple options can be selected at a time. Set the objects to be notified and send notifications to the corresponding recipients. Ticket creator: This parameter is not required for alarm notification. Shift: Select a shift scenario and corresponding roles from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management. Individual: Select an individual that you want to notify. For details about how to configure a recipient, see Personnel Management Group: Select a group you want to send notifications to and specify target group members as the recipients. You can also specify the service ticket owner as the recipient. If you do not specify the service ticket owner or other group members as the recipients, all of them in the group will be notified by default. For details about how to configure a group, see Personnel Management
   Level	(Optional) Select one or more notification levels.
   Type	(Optional) Select one or more notification types. This parameter is not required if you need to notify users of an alarm.
   Source	(Optional) Select one or more notification ticket source.
   Region	(Optional) Select one or more notification ticket regions.
   Method	You can select All, SMS, Phone Call, Lark, WeCom, DingTalk, or Email. Multiple options can be selected. Before setting this parameter, configure WeCom, Lark, and DingTalk by referring to mobile application management.

5. Click OK.

   After a notification is created, it is enabled by default. A notification is sent when the corresponding service ticket matches the notification rule.

   For example, if the notification type is set to incident, the notification template is set to incident creation, and the source is set to alarm, a notification is sent when an alarm is converted to an incident.

Enabling or Disabling a Notification

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Notification Management.
3. Locate the notification you want to enable or disable and click Enable or Disable in the Operation column.
4. Click OK.

   There are two types of notification statuses:

   • Green: indicates that the notification is effective.
   • Red: indicates that the notification is invalid.

Modifying a Notification

Modify an existing notification information.

Deleting a Notification

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Notification Management.
3. Locate the notification you want to delete and click Delete in the Operation column.
4. Click OK.

   After the notification rule is deleted, it is no longer displayed in the notification list, and no notification will be sent for the corresponding scenario.

Helpful Links

If a notification rule is triggered for an alarm, incident, issue, or change ticket, a notification is automatically sent. For related operations, click the following links.

• Creating an Alarm Conversion Rule
• Handling an Alarm Ticket
• Creating an Incident Ticket
• Handling an Incident Ticket
• Creating an Issue Ticket
• Handling an Issue Ticket
• Implementing Changes