Alerts

User roles for this feature

		Admin	Co-admin	Asset Manager	Viewer
Alerts	View
Alert Policies	View
	Add/Edit/Delete
Notification Channels	View
	Add/Edit/Delete

Overview

The Alerts feature helps Service Experience Insights users improve service quality and user satisfaction through proactive performance monitoring, issue identification, and faster resolution.

The Service Experience Insights Alerts feature enables users to create threshold-based Alert Policies that continuously monitor the performance of agent-to-target paths. These policies trigger Alerts and Alert Notifications when the observed metrics violate the threshold for the duration of the event. Create Alert Policies to monitor latency, jitter, loss, HTTP target availability, WiFi signal strength, and agent connectivity. Configure the trigger conditions and notification channels for Alerts triggered by the Alert Policy.

Alerts are stored in time series and listed in the Alerts table. Each Alert links to an Alert page that shows the threshold and the observed metrics before, during, and after the event—view by searching the Alerts table or clicking through from a notification.

Receive alerts for a single agent-to-target path or use Agent and Targets Groups to trigger alerts that identify issues specific to certain regions or network segments.

Subscribe to alerts via webhooks or email. Webhooks allow users to receive real-time notifications and trigger automated actions responding to an alert, such as populating a Slack channel. Subscribe to a webhook to receive a JSON file for alerts grouped by Alert Policy. Use webhooks with your existing systems to automate tasks like sending an SMS message or opening a ticket in a service management tool.

Key benefits:

• Continuous monitoring: The feature enables users to create Alert Policies that continuously monitor the performance of agent-to-target paths, ensuring that issues are identified and addressed promptly.

• Threshold-based alerts: Alert Policies trigger Alerts and Alert Notifications when observed metrics violate the threshold for the duration of the event. This helps to identify performance issues and take corrective actions proactively.

• Multiple monitoring options: Users can create Alert Policies to monitor latency, jitter, loss, HTTP target availability, WiFi signal strength, and agent connectivity, providing comprehensive monitoring coverage.

• Configurable triggers and notifications: Easily configure the trigger conditions and notification channels for Alerts triggered by the Alert Policy for specific use cases.

• Group-based alerts: Users can receive alerts for a single agent-to-target path or use Agent and Targets Groups to trigger alerts that identify issues specific to certain regions or network segments.

• Integration with existing systems: The feature allows users to subscribe to alerts via webhooks or email and integrate with their existing systems to automate tasks like sending an SMS message or opening a ticket in a service management tool.

• Real-time notifications: Webhooks enable users to receive real-time notifications and trigger automated actions responding to an alert, such as populating a Slack channel, ensuring that issues are addressed promptly.

Alerts Page

Use the Alerts Page to view active and recovered alerts, access detailed information about each alert, configure threshold-based Alert Policies, and set up email and webhook distributions for alert notifications.

The Alerts Dashboard is designed to be intuitive and user-friendly, allowing users to easily access the information and tools they need to monitor their network performance effectively.

The alerts dashboard contains three important functions located in the page tabs:

• Alerts: View and search alerts that are triggering or resolved in the Alerts > Alerts tab.

• Alert Policies: Create Alert Policies and view alerts triggered by each Alert Policy in the Alerts > Alert Policies tab.

• Notification Channels: Configure email distribution lists and webhook endpoints to receive alert notifications in the Alerts > Notification Channels tab.

Alerts > Alerts tab: View and search alerts that are triggering or resolved.

View and search alerts stored in the time series database.

• Info panels at the top provide a summary of alerts. Click the link to sort the table to show the alerts summarized in the info panel.

  • Alerts Firing provides a count of all firing alerts.

  • New Alerts show a count of the alerts triggered in the last seven days.

  • New Firing Alerts counts alerts that began firing within the last week and have not yet recovered.

  • New Alerts Resolved gives a count of the alerts that have recovered in the past seven days.

• Alerts are listed chronologically, with the most recent listed first.

• Sort alerts by date and time.

• Filter alerts by status. Is Firing or Resolved.

• Click the Start date link to view the Alert Summary.

• Click the Alert Policy name link to view the Alert Policy that triggered the alert and a list of Alerts for that Policy.

Table sorting

• Start is the only sortable column in the Alerts pages.

• Due to the volume of alerts, sorting is not practical in most projects and has been removed to improve page performance.

• Search is not supported for the same reason.

• Time range and filters are provided in each table.

Alert Summary Pages

Click through from the alerts list or from an Alert Notification to view a summary of each alert.

Alert summaries provide metrics and context about the monitored event that triggered the alert.

• Firing Alerts show the metric value relative to the threshold. (above the dotted threshold line or red for connectivity alerts)
• Recovered Alert Summary provides metrics before, during, and after the event.
• Metrics for the time of the alert are highlighted in red. Alerts begin when an observed threshold violation that triggered last longer than the threshold duration set in the Alert Policy. Metrics are shown for this time but are not highlighted in red.

Firing Alert - Example of Connectivity Alert Firing for nine hours

Recovered Alert - Example of Loss Alert

Alert Policies

Alert Policies are rules that define when user-defined threshold-based alerts are triggered. Set threshold metrics such as latency, packet loss, and agent connectivity. When the observed metrics violate the thresholds, an alert is generated to notify the user of the anomaly.

View and create customizable alerting policies that define when threshold-based alert triggers and notifications routing.

Alerts > Alert Policies tab: Create Alert Policies and view alerts triggered by each Alert Policy.

Alert Policy Configuration

Name & Description	Protocol	Selected Agents	Selected Targets	Trigger Conditions	Notification Channels
Name and describe the Alert Policy	Choose one for each Alert Policy Connectivity Latency Jitter Loss HTTP Availability WiFI Signal Strength	Assign Agents All in one or more agent groups Individually by name	Assign Targets All in one or more target groups Individually by name	Duration Reporting Interval Threshold	Email distribution list Additional emails for policy Slack webhook Custom webhook
Example
SaaS Loss SLA “Send email notifications to ITOps when loss between Access Switches and SaaS services exceeds 2023 SLA.”	Loss	Access Switch agent group	SaaS target group	Greater Than 2% for more than 5 minutes, reported every 60 seconds	IT-Ops email Notification Channel. Level-3 ServiceNow webhook

Add Alert Policy

To create an Alert Policy, go to the Alerts > Alert Policies tab. Click the Add Alert Policy button to open the Add Alert Policies modal.

Complete these steps to begin triggering threshold-based alerts and receiving alert notifications.

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Notification Channels

Notification channels are email distribution lists and webhook endpoints that receive Alert Notifications when an Alert Policy triggers alerts.

Email, Slack, and custom Webhooks are supported.

Alerts > Notification Channels tab: Create Notification Channels and view and edit existing Notification channels that are available to be added to Alert Policies.

Click the Notification Channel link to view the notification page that lists the assigned emails or webhooks and the Alert Policies assigned to the Notification Channel.

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Add Notification Channel

To create a Notification Channel, go to the Alerts > Notification Channels tab. Click the Add Notification Channel button to open the Add Notification Channel modal.

Complete these steps to create a Notification Channel that can be added to any Alert Policy.

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Common JSON Parameters

• Use this format to create URLs that link to Alerts in the dashboard

• dashboard.insights.edgelq.com/alert?policyId={alertingPolicy.id}&conditionId={alertingCondition.id}&alertId={alerts.id}&scope=projects/{project.id}

Name	Format	Description
languageCode	string	Alert Notification language, “ja-jp” or “en-us”
controllerDomain	string	Used to build links to Dashboard, if “dashboard.edgeLQ.com”, root url is https://dashboard.insights.edgelq.com/
alertingPolicy.id	string	Used to build links to Dashboard, /alert?policyId={policyId}
alertingCondition.id	string	Used to build links to Dashboard, &conditionId=<{conditionId}
alerts.id	string	Used to build links to Dashboard, &alertId={alerts.id}
projectId	string	Used to build links to Dashboard, &scope=projects/{projectId}
notification.state.alertsLifetime.startTime	string	Time alert started (if firing)
notification.state.alertsLifetime.updateTime	string	Time alert recovered (if resolved)
events.state	string	“isFiring:” true or false - (false equal recovered)
alerts.monitoredResource.labels.probe_id	string	name of agent