Metric rule triggering Proactive Engagement through alerts
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Summary of Metric Rule Triggering Proactive Engagement Through Alerts
Metric rules create alerts based on specific trigger criteria to facilitate proactive engagement. These alerts are activated when conditions set within system properties are met, allowing for customized alert actions for various applications and devices. Customers can configure these properties to optimize their alert management effectively.
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Key Features
- Alert Creation: Alerts can be generated based on defined conditions in system properties.
- Customizable Conditions: Customers can set conditions that determine when alert actions are triggered.
- System Properties: Specific properties dictate alert behavior, including limits on affected users and time windows for triggering alerts.
- Notification Channels: Admins can enable or disable notification channels to control how users receive alerts.
Key Outcomes
By utilizing metric rules in Proactive Engagement, customers can:
- Ensure alerts are triggered only under specified conditions, enhancing relevance and efficiency.
- Manage user impact effectively, with configurable limits on the number of users affected within designated time frames.
- Close alerts for device-related issues once resolved, ensuring timely follow-up and user support.
- Maintain flexibility in alert management through customizable notification channels.
Metric rules create an alert based on its trigger criteria.
Alert actions are triggered when an alert is created in the specified criteria. You can create an alert based on the values shared in the system properties. The system properties can be set as conditions based on which the alert action
is triggered. Applications and devices need a different set of system properties to be set. The alert action is triggered when an alert is created based on the specified criteria and the conditions met. Through system properties, you can
customize the values of these conditions.
- Alert action for this metric rule is not triggered in the last 72 hours for the user.
- Fewer than 100 users are impacted for this metric rule within an 8 hour window.
| System property | Condition | Description | Type |
|---|---|---|---|
| sn_pren.resolution_freeze_period | Metric rule not triggered in the last 72 hours (default). | The duration (in hours) for imposing a freeze period for a specific user for any unique metric rule configured in Proactive Engagement. Set this value to zero to disable the rule. | integer |
| sn_pren.device_resolution.user_limit_per_throttling_window | Fewer than 100 users (default) are impacted. | Maximum number of users for which a Proactive Engagement device-related resolution is triggered within a defined time period. The value of the time period configured in property sn_pren.device_resolution.throttling_window_duration. | integer |
| sn_pren.device_resolution.throttling_window_duration | Within an 8-hour (default) window | The time period in minutes within which a Proactive Engagement device-related resolution is throttled. This resolution is throttled if the impacted number of users exceed the value in property sn_pren.device_resolution.user_limit_per_throttling_window. | integer |
| sn_pren.application_resolution.user_limit_per_throttling_window | Fewer than 100 users impacted | Maximum number of users for which a Proactive Engagement application-related resolution is triggered. This resolution is triggered within a defined time period (value of the time period configured in property sn_pren.application_resolution.throttling_window_duration). | string |
| sn_pren.application_resolution.throttling_window_duration | Within an hour window | The time period in minutes within which a Proactive Engagement application-related resolution is throttled. This resolution is throttled when the impacted number of users exceed the value in property sn_pren.application_resolution.user_limit_per_throttling_window. | integer |
| sn_pren_channel_configuration | Enable/Disable the notification channels required to notify the users. |
The notification channels can be enabled or disabled on the wizard experience by the admins to choose the notification channel. These notification channels are listed only when the related plugin is installed. |
string |
Alert closure in Proactive Engagement
There are different methods followed for closing the alerts in Proactive Engagement for devices and applications.
- Devices: Alerts generated from Metric rule triggered for devices, are closed once Proactive Engagement helps the impacted users to successfully resolve their issue.
- Applications: Alerts generated from Metric rule triggered for applications are not closed.