Managing Notifications

Overview

• You can use notification templates for changes, incidents, issues, and alarms with various notification modes in different service scenarios and process phases. You can subscribe to notifications as required to avoid missing important information.
• When an incident ticket, issue ticket, alarm ticket, or change ticket is generated, the system uses the configured notification rules to match the incident, issue, alarm, or change. It then parses the notification rule to obtain the recipients, notification content, and notification mode, and finally sends out the appropriate notifications. Notification modes are classified into incident, issue, change, and alarm notifications.
• The system provides multiple built-in notification templates for the preceding O&M service tickets. You can select a notification template based on your scenario.

Creating a Notification Rule

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 in the upper right corner.
4. Set parameters for creating a notification.

   Table 1 Parameters for creating a notification

   Parameter	Description
   Name	Notification name that you can customize.
   Type	The options are Incident notification, Issue notification, Change notification, and Alarm notification.
   Template	Select a notification template from the drop-down list. Multiple templates can be selected. Notification content templates are preset by the system. The template list varies depending on the notification type. After a template is selected, the notification template details are displayed.
   Notification Scope	Select a notification scope from the drop-down list. You can select multiple 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 instance will take effect and notifications will be sent based on that subscription instance.
   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 if you need to notify users of an alarm. Shift: Select a scenario and role 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 O&M Engineer 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 selected by default. For details about how to configure a group, see O&M Engineer Management
   Notification Rule: Level	(Optional) Select a notification level from the drop-down list. Multiple options can be selected.
   Notification Rule: Incident Category	(Optional) Select a notification type from the drop-down list. Multiple options can be selected. This parameter is not required if you need to notify users of an alarm.
   Notification Rule: Source	(Optional) Select a notification ticket source from the drop-down list. Multiple options can be selected.
   Notification Rule - Region	(Optional) Select a notification ticket region from the drop-down list. Multiple options can be selected.
   Notification Mode	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 in Managing Mobile Apps.

   

   In the shift scenario, duplicated personnel will be removed. However, if multiple persons use the same mobile number, multiple same notifications are sent, which is the same as the notification logic in individual scenario.

   Notification rule example: If the value of rule A is set to a, in an incident ticket, the value of rule A is a, not considering other matching rules, the subscription instance will take effect and a notification is sent based on the subscription instance. However, if the value of rule A in the incident ticket is b, the subscription instance will not take effect, and no notification is sent.

   If no rule value is set in a rule, the rule will not be matched. For example, if no value is configured for rule A, the notification instance takes effect without matching rule A, not considering other matching rules. If rule A changes, the notification instance still takes effect without matching rule A.

   After a notification is created, it is enabled by default.

5. Click OK.

   The notification is created.

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.

   The notification is deleted.

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.

   The notification is enabled or disabled.

   

   The notification instance statuses include Enabled (in green) and Disabled (in red).

Other Notification Features

The following notification features are not displayed on the page: