I am struggling to implement the following scenario:
I want to see all incidents with their original intended urgency based on the alert severity. Incidents with high severity should trigger a phone call to the on-duty person. However, I do not want to make phone calls to the on-duty person at night or outside of support hours.
Currently, I am using Dynamic Notifications based on alert severity during support hours and Low severity notifications outside of support hours. However, I have encountered an issue. When support hours start, incidents that were intended to have high severity are treated as low priority and are not addressed promptly. I would like to change the urgency of these incidents back to their original value as intended.
I have considered using the option “When support hours start, raise the urgency of unacknowledged incidents to high.” However, this option is not available for Dynamic Notifications.
To summarize, I need all events to have the proper urgency based on their alert severity, where incidents with high urgency trigger a phone call. At the same time, I need to avoid making phone calls to the on-duty person during the night.
Do you have any ideas on how to solve this issue?