Hi Everyone,
I’ve been trying to achieve the following:
a) During support hours (08:30am - 05:00pm Everyday): Notify on-call person with high urgency alerts, regardless of severity
b) Outside of support hours:
i) If the alert has LOW severity: Notify the on-call person when support hours start
ii) If the alert has HIGH severity: Notify the on-call person immediately, regardless of what time it is
I have managed to check both a) and bi) but would like some assistance for bii).
I have set the Notifications as the following:
- How should responders be notified: Based on support hours
- Support Hours: 08:30am - 5:00pm Everyday
- During support hours, use: High-urgency notifications, escalate as needed
- Outside support hours, use: Low-urgency notifications, do not escalate & “When support hours start, raise urgency of unacknowledged incidents to high” ENABLED
Solutions I have tried and failed with:
- Setting “Outside support hours” to be “Dynamic notifications based on severity level” … However, I will lose the behaviour of bi)
- Setting a Basic Event Rule for alerts with severity == “critical” to alert immediately … However this still comes through as “Low-urgency notifications” due to the “Outside support hours” setting
- Trying out the new Event Orchestration, saying that if the alert is critical, alert immediately … However it also comes through as Low Urgency due to the “Outside support hours” setting
If there is any way I can override the “Outside Support Hours” setting for alerts that are coming through with “critical” severity, I would love to know, OR if there are any other solutions that would tick off all three of my goals 
Thanks
