Notifications¶

Info

Notifications about ticket updates are available from LogMan.io v25.30.

LogMan.io Alerts can send various notifications.

The functionality is available through the settings stored in Library at /Alerts/Notifications/settings.yaml.

Currently supported notification types:

I

email
slack
sms

II

Scheduled: sent at set periods
Instant: sent immediately on-event basis
SLA: sent in case of an SLA violation

Configuration¶

Note

Notifications are sent through ASAB Iris micro-service. Make sure it is properly configured first.

Enable Notifications¶

To enable a specific notification type, the corresponding section must be present in the configuration of LMIO Alerts in /Site/model.yaml.

/Site/model.yaml

services:
  lmio-alerts:
    asab:
      config:
        notification:email: {}  # Add this line to enable email notifications
        notification:slack: {}  # Add this line to enable slack notifications
        notification:sms: {}    # Add this line to enable sms notifications

Instant Notifications¶

Instant notification is sent immediately, regardless of any scheduling settings.

Instant notifications are sent when a new ticket is created.

Enable Instant Notifications¶

/Alerts/Notifications/settings.yaml

---
define:
  type: alerts/notifications

email:
  instant: {}

Template & Wrapper¶

To specify a template or wrapper different from default settings add section params for a given notification type:

/Alerts/Notifications/settings.yaml

---
define:
  type: alerts/notifications

email:
  instant:
    params:
      template: /Templates/Email/Test.md
      wrapper: /Templates/Wrapper/Simple Wrapper.html

Advanced Settings¶

To filter notifications based on a given parameter add section exclude.

Use standard comparison operations gt / gte / lt / lte / eq.

Note

Only ticket's base parameters (not attrributes) are currently supported.

/Alerts/Notifications/settings.yaml

---
define:
  type: alerts/notifications

email:
  instant:
    exclude:
    # Do not send notifications for tickets with severity lowest
      - attribute: severity
        op: eq
        value: lowest

Scheduled Notifications¶

Scheduled Notification Period¶

Default notification period is 1 hour.

Notification period (in seconds) can be configured for each notification type in the model.yaml.

Send Slack Notifications Every Two Hours

/Site/model.yaml

services:
  lmio-alerts:
    asab:
      config:
        notification:slack:
          period: 2h

Pause Scheduled Notifications¶

Notifications can be paused at tenant level and notification type level, all updates discarded or delayed.

Note

Default Library settings for notifications:

notifications are only sent during the standard working hours (16:00 UTC to 06:00 UTC)
notifications are paused at 16:00 UTC every Friday till Monday 06:00 UTC
accumulated updates are sent to email and slack when notifications resumed after a pause
accumulated updates are NOT sent by sms when notifications resumed after a pause

Please adjust the default settings if required.

Notification Type Schedule

/Alerts/Notifications/settings.yaml

---
define:
type: alerts/notifications

slack:  # (1)
schedule:
    - at: 0 16 * * FRI # (2)
    duration: 42h # (3)
    action: discard # (4)

    # Send accumulated updates
    - at: 0 16 * * * # (5)
    duration: 14h # (6)
    action: delay # (7)

Notification type, i.e. slack, email, sms
Stop sending notifications every Friday at 4 p.m. UTC (a standard cron expression)
Pause notification for 42 hours. Start sending notifications Monday at 06:00 (UTC)
Do NOT send accumulated updates when notifications resumed
Stop sending notifications every day at 16:00 (UTC)
Pause notification for 14 hours. Start sending notifications at 06:00 (UTC)
Send accumulated updates when notifications resumed

Supported age postfixes:

Y: year, respectively 365 days
M: month, respectively 31 days
W: week
D: day
h: hour
m: minute

For example: "3h" (three hours), "5M" (five months), "1Y" (one year) and so on.

Mute Scheduled Notifications¶

No scheduled notifications are sent for a muted ticket even if it is updated.

To mute / unmute scheduled notifications use the bell-shaped icon in ticket's details.

Email Notifications¶

Default generic values for to (recipient) and from (sender) parameters can be configured in the model.yaml.

/Site/model.yaml

services:
  lmio-alerts:
    asab:
      config:
        notification:email:
          from: tester@teskalabs.com
          to: user@teskalabs.com

Parameter from is optional.

If you want to send notifications to a default destination email(s), please make sure that to parameter is configured properly.

If a ticket has a responder assigned, and to is configured => notifications sent both to responder and to the configured default email(s)
If a ticket has a responder assigned, and to is not configured => notifications sent to the responder only
If a ticket has no responder assigned, and to is configured => notifications sent to the configured default email(s)
If a ticket has no responder assigned, and to is not configured => notifications not sent

Email: Ticket Created¶

Sent when ticket is created (instant notification).

Hint

If needed, enable and / or edit Library template Ticket Created.md at /Templates/Email/.

Email: Scheduled¶

Data about ticket's updates sent regularly at a configured periods.

Hint

If needed, enable and / or edit Library template Ticket Updated.md at /Templates/Email/.

Email: Responder Assigned¶

Responder is notified when assigned to the ticket.

Hint

If needed, enable and / or edit Library template Ticket Assignment.md at /Templates/Email/.

Email: SLA¶

Sent when SLA violation is found.

Hint

If needed, enable and / or edit Library template SLA.md at /Templates/Email/.

Slack Notifications¶

If tenant-specific token and channel is available for asab-iris, notifications will come to a designated channel.

Hint

For scheduled notifications enable and / or edit Library template Ticket Updated.md at /Templates/Slack/ if needed.

SMS Notifications¶

The default phone number can be configured in the model.yaml.

/Site/model.yaml

services:
  lmio-alerts:
    asab:
      config:
        notification:sms:
          phone: 700700700  # default phone number

Warning

In LogMan.io v25.30, several phone numbers in sms notifications are not supported. The phone number is used for notifications for all tenants.

If a ticket has a responder assigned, and default phone is configured => notifications sent to the responder
If a ticket has a responder assigned, and default phone is not configured => notifications sent to the responder
If a ticket has no responder assigned, and default phone is configured => notification sent to the default phone number
If a ticket has no responder assigned, and default phone is not configured => notifications not sent

Responders should have their phone number specified as part of their credentials profile.

Hint

For scheduled notifications enable and / or edit Library template Ticket Updated.md at /Templates/SMS/ if needed.