During IT incident management, if there is one process where effective communication makes all the difference, it’s incident triage. In sending alert notifications, configuring escalation policies and hand-off notifications, and keeping stakeholders informed, effective communication plays an integral role in orchestrating incident triage. This means you need to proactively alert technicians and stakeholders with context-rich communication. It calls for the synergy of a powerful network monitoring solution and a smart incident response solution, which is realized with the OpManager-PagerDuty webhook integration. 

As an AI-powered network and server monitoring solution, OpManager constantly monitors the availability and performance of network devices, proactively generating alerts whenever threshold violations occur, thereby helping IT admins stay ahead of their network problems. PagerDuty, as a leading incident management platform, provides seamless communication and collaboration during incidents, enabling faster incident resolution.

By integrating OpManager with PagerDuty using a webhook, alerts from OpManager are relayed to PagerDuty, based on which PagerDuty aids IT admins in:

• Efficiently prioritizing incidents based on their severity and urgency.

• Facilitating smooth hand-offs for on-call responders.

• Keeping stakeholders in the loop about the potential business impact.

Priority-defined alert notifications

Alerts are classified by criticality and many other factors based on the IT environment. Accounting for this intricacy, OpManager allows you to choose the channel of communication to receive alert notifications, ranging from email, SMS, and chat, to web alarms, trap profiles, and more.

PagerDuty complements this capability by bringing a service management context to the alerts relayed to it. This can be particularly helpful for on-call technicians who need only be available for high-priority network incidents. With PagerDuty, you can configure escalation policies and set criteria for alerts based on the severity of the issue, the criticality of the service that goes down, and the urgency associated with it.

Consistent escalation policies

Critical alerts should not be left unattended, so escalation policies are essential. With OpManager, you can establish escalation rules by specifying users to whom unattended alerts should be escalated. You can also add a message and service details for clarity. This holds valuable in avoiding SLA violations.

In addition to this feature, PagerDuty enables on-call, hand-off notifications, proving particularly advantageous for technicians with rotating on-call responsibilities during the same shift. This facilitates a frictionless hand-off for a consistent incident response plan.

Stakeholder communication

OpManager allows you to group network devices and systems based on various factors, such as the department, location, and function. This grouping feature enables you to set up notifications tailored to specific groups, leading to faster communication and ultimately trimming down your MTTR.

PagerDuty augments this feature by communicating alerts not just to responders but also to the concerned business stakeholders. This provides stakeholders with the necessary context about critical incidents to manage customer expectations and minimize the business impact.

With total digital experience taking precedence in business success metrics, it is crucial to not only mitigate the impact of network disruptions but also to minimize their frequency. This necessitates meticulous monitoring of your IT infrastructure, to ensure high availability and optimum performance of your network, proactive fault management, and rapid incident resolution. OpManager, an AI-powered network and server monitoring solution, provides real-time visibility into your network along with proactive fault management capabilities.