Notification types
Each user can define the types of notifications or alerts they want to receive. In particular, they can be alerted via the following means:
- SMS
- voice call
- native mobile notification (push notifications)
- Microsoft Teams
- and many more...
These notifications can be configured under the main Reach out tab, then Methods.
Each channel added (email address, phone number) must be verified using a code sent by Astry: as long as it is not verified, you won't receive alerts on this channel. A Test notification button then lets you check that everything works. Configuring a Microsoft Teams Webhook is detailed on the How to use a Teams Webhook? page.
Note: A channel used in one of your notification policies cannot be deleted: update the policy first.
Notification policies
Similarly, each user can define their own notification policies. In particular, via the main Reach out tab, then Policies, they can define several policies.
Each policy includes:
- a name
- time-based criteria (WHEN: when the policy applies): always, or one or more time ranges, defined by time of day or by weekday and time of day
- criteria on the tags and priority of the incidents concerned (IF)
- consequences (THEN): you might be notified immediately by email, for example, or 5 minutes after the incident by phone, or both, ... Notifications can also be muted.
- a repeat: if desired (and this is the default behavior), the user will be notified again after 15 minutes (for example) if the incident is still Open. The repeat interval ranges from 5 minutes to 24 hours, or can be disabled.
As with routing rules, these policies are evaluated one after another, in the order shown on screen. Evaluation stops as soon as the incident in question matches the criteria defined in a policy. The policy's consequences are then applied.
Note: The hours of the time ranges are expressed in the time zone you were in when the policy was created.
These policies (Alerts when a new incident happens) apply when a new incident is directly assigned to you, or when it is assigned to a team for which you are on call.
Push notifications
The Push Notifications section lets you define specific policies to receive a push notification on your smartphone, only once for each new incident (without repetition). To use push notifications, download the Astry mobile app and sign in to register your device.
Watching incidents
The Watch an incident section lets you automatically watch:
- all incidents directly assigned to you
- all incidents you act on (acknowledgement, new comment, ...)
For each watched incident, you receive an email for every activity on the incident. You can also watch (or unwatch) an incident manually, from its page.
Note: An incident can also be muted from its page, for a given duration or indefinitely: the notifications related to it are then suspended (see Incidents).
Organization notification policies
Owners can define organization-wide notification policies, from the main Organization tab, then Notifications (Incidents section). They are configured in the same way as personal policies (alerts when a new incident happens, and push notifications).
When the Enforce these policies for all users option is enabled, these policies replace the personal policies of all the members of the organization: each member is then notified according to the rules defined by the organization, on the channels they have configured. A banner then indicates it on each user's policies page. Astry also flags the members who don't have a channel required by these policies (for example a phone number for SMS, or the mobile app for push notifications).
This option is disabled by default: each user then remains in control of their own policies.