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Understanding the alert notifications flow will help you see the opportunities to continue refining your response processes.
Alert created
The alert creation flow precedes the alert notifications flow and determines whether and when the notification flow begins. When an alert is first created — manually or through an integrated application — the alert’s status is “open” and “unacknowledged”. Over the course of an alert’s lifecycle, its state changes as a result of the operations of rules, policies, and user actions. Whether Compass sends an alert notification depends on the state of an alert.
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What happens to the created alerts next depends on whether immediate alert responders or teams are identified in the alert.
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Before Compass sends notifications, it checks to ensure that responders are ready. It then checks the state of alerts one more time:
Alert state | Result |
|---|---|
Closed | Responders are not notified. |
Open and Acknowledged | Responders are no longer notified, except if an escalation policy hat requires notifications as long as an alert remains open. If a user unacknowledges an alert, the alert notifications flow restarts from the beginning. |
Open and Unacknowledged | Responders who have not seen the alert details are notified. If a responder viewed the alert details, then that responder is not notified. Exceptions If a user unacknowledges an alert, the alert notifications flow restarts from the beginning. |
Notification settings to process
You can set notification rules that determine how Compass delivers notifications to them. Compass processes these notification settings according to the following priorities:
When a user is identified as a recipient | The notification rule Compass applies |
|---|---|
In alert content (when the alert was created) | New alert notification rules |
As a result of a Snooze or Unacknowledge action | New alert notification rules |
When a user or team is added to an existing Alert | New alert notification rules |
As a result of other alert actions | Acknowledge action > Acknowledged alert rules |
As a result of other user actions | New alert notification rules |
For the Add Note, Acknowledge, and Close actions, Compass sends a notification only if the responder is aware of the alert. This means, either responder has already been notified about the alert, or they have seen the alert.
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Compass can send notifications only if you activate a contact method for a matching notification rule. If there is no matching notification rule or if no contact method is activated for the matching notification rule, then Compass won’t send a notification.
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