*Version: 1.0 | Last Updated: 18/08/2024* ## Overview Handling alerts is the primary purpose of MoovingON AI. Our platform consolidates incoming alerts from various monitoring services, such as AWS, Emails, Slack, Opsgenie, and more, in real time. This enables the end-user to efficiently manage and resolve customer issues promptly, providing timely updates to the customer. --- ## Table of Contents 1. [Getting Started](#getting-started) 2. [[#Configuration/Setup]] 3. [[#Usage Instructions]] 4. [[#Advanced Features]] 5. [[#Best Practices]] 6. [[#Troubleshooting]] 7. [[#FAQs]] 8. [[#Related Links]] --- ## Getting Started ### Initial Steps: 1. **Hover over and click Active:** Here you can see all the active events that require initial actions. 2. **Click on an event:** Get more information and perform actions. 3. **View Details:** Now you can see the details of the event, such as (Host, Service, Value). 4. **Attention Section:** On the right side of the screen, you can see the Attention section, which serves as a reminder for the end-user. 5. **Runbook Section:** Beneath the Attention section, you will find the Runbook, where the actions required to resolve the event are listed. 6. **Audit Section:** Beneath the Details, you can see the Audit section. This logs the time when the event was created and any action taken on the event for documentation purposes. --- ## Configuration/Setup ### Detailed Configuration Steps: 1. **Review the Runbook:** Begin by reading the Runbook, which contains detailed instructions for handling the specific event. The Runbook provides pre-written guidance tailored to each event. 2. **Perform Required Actions:** Follow the instructions outlined in the Runbook to carry out the necessary actions. 3. **Document Your Actions:** Click on the highlighted area to begin documenting your actions. ![[Action-Bar.png]] - **Select Actions Performed:** Choose the appropriate actions you performed, such as (SMS/WhatsApp, Phone, Ticket, etc.). ![[Documents-Action.png]] - **For Example:** If the required actions described in the Runbook involve notifying the customer, you need to click SMS/WhatsApp and will be prompted with a specific window. ![[Document-SMS-Whatsapp.png]] - **Snooze Time:** This is the time you set to wait between the initial action you performed and the second action (if needed). - **Comment:** Write the actions you took, and click OK. ### Options and Settings: - **Pending:** View all the events that have been addressed and for which initial actions have been taken. - **On-Hold:** See all the events that have been filtered out of the end-user's view, usually by customer request. - **Done:** View events that have been closed, either automatically by a built-in recovery mechanism or manually after validating that the problem has been resolved. ![[Status-bar.png]] --- ## Usage Instructions ### Useful Features That Help in Better Alert Handling: - **Assignee Message:** Creates an assignee message in the event indicating that you are taking actions on this specific event. This allows other on-duty end-users to manage other events, saving time and effort. ![[Assigne-icon.png]] - **Integrated Actions:** You can perform multiple actions directly from the platform without needing third-party applications or email, which is more time-efficient under pressure. ![[Report-action-icons.png]] ### Attention and Discard Features: - **Attention:** Used to add a note on a specific event or in general for this customer. - **Discard:** Used per customer requests to filter a specific event or service for reasons such as maintenance work or if the service is no longer being used. ![[Discard-icon.png]] - **Host & Service:** Specify the host and service for the attention/discard actions. Use wildcards (e.g., `%SpecificHost123%`) to catch related events. - **Time:** Specify the start and end time for the attention/discard actions. ![[Discard-Window.png]] ## Common Scenarios - **Scenario:** Discarding Events for Planned Maintenance - When a customer notifies us of planned maintenance work on some services, use the discard feature to filter these services out of sight until the customer updates otherwise. --- ## Advanced Features - **Webhooks:** Webhooks are a way for applications to send real-time data to other services via HTTP requests. In MoovingON AI, webhooks are pre-built for each customer to make certain tasks easier for the end-user. - **Example:** Creating/Closing a Jira ticket can take some time, but with a pre-built webhook, you can create/close a Jira ticket with one click. --- ## Best Practices ### Recommendations: - Always document the actions you took on a specific event. - Leave notes/attentions on an event so the next on-duty user sees them. - Use the "Handover" feature for reference. - Do not perform any actions unless you’ve reviewed the Runbook and Attention. ### Avoiding Common Pitfalls: - Avoid sending the event to the wrong person/team. - Avoid snoozing the event without validating the issue. - Avoid arguing with the customer. - Avoid failing to give initials to the customer when asked. - Avoid documenting actions not performed by you. --- ## Troubleshooting ### Known Issues: - **Issue:** Recognizing Runbooks As you become more familiar with certain events, you might recognize Runbooks. Sometimes, Runbooks get mixed up, so an event that requires you to open a ticket might incorrectly have a Runbook for performing a restart. - **Fix:** Navigate to another event and click on it, then return to the original event, or re-login to refresh the Runbook. --- ## FAQs: - **Q:** Can I create a custom webhook? - **A:** Yes, with the appropriate permissions from internal teams. - **Q:** What happens after performing the initial action on an event, and the snooze time is over? - **A:** For best practice, you need the acknowledgment of the customer that they are taking care of the issue. --- ## Related Links: - **Internal Links:** [[02.02 Escalation]], [[02.03 Event Screen]], [[02.04 Filtering]], [[02.05 Proactive]], [[02.06 Timeline]] #usermanual #alerthandling