EV Observe - Configure Contacts

Last modified on 2023/04/27 18:54

Contacts are the recipients of notifications and activity reports.

  • Contacts can be grouped in groups of contacts.
  • You can set up a notification policy to warn contacts when there is a change of status in a configuration item (CI), i.e. host, service or user service.
  • You can define a policy for activity reports to send and share reports automatically with specific contacts.

Notes

  • Contacts are automatically created when users are defined in EV Observe. However, you must configure and enable them manually.
  • Contacts can be EV Observe users. They can also be declared in EV Observe without having to access the application.
  • Contacts defined for a company can be notified for the configuration items (CI) associated with this company as well as for the CIs associated with the company's sites.
  • You define groups of contacts for a company.
    • They cannot be defined for a site in the company.
    • They can, however, contain contacts that have been defined for a site in the company.

Menu access

  • Contacts: Configuration > General > Contacts
  • Groups of contacts: Configuration > General > Groups of contacts

Screens description

Contacts

          Contact.png

Name: Name of the contact.

Best Practice icon.png  Enter the name of each contact using the same naming convention.

exampleLast name_First name

Email Address: Email address of the contact, used to send notifications if the notification channel is email or push email.

User link: Used to send notifications if the notification channel is push email.

Notification language: Language used for sending notifications to the contact.

Telephone: Phone number of the contact, used to send notifications if the notification channel is SMS.

Teams Webhook URL: URL of the incoming webhook customized in Teams, defined for the Teams team to be notified.
 Open url.png See Configure the Teams notification channel

Associated with: Name of the company associated with the contact.

Enable: Used to enable the contact if you want to use it in the application (Yes) or to disable it (No). If you enable the contact, you must specify the fields which will appear below.

  • Disabled contacts will not receive any notifications and will not be associated with any group.
     

Fields for defining a notification policy for the contact

Syslog notification properties:

  • Application name
  • Syslog format
  • Maintenance
  • Parenthood
     

User service notification properties:

  • Options: Used to select the status changes in the user service that will trigger and send notifications to the contact.
    • Critical: Notification sent when the user service is non-operational.
    • Warning: Notification sent when the user service is operational but requires close monitoring in order to anticipate and prevent a status change to Critical.
    • Unknown: Notification sent when the user service status is unknown to monitoring.
    • Up: Notification sent when the user service is operating normally again.
    • Maintenance: Notification sent when a maintenance task is scheduled for the user service. 
    • None: No notification will be sent to the contact when there are status changes in the user service.
       
  • Notify with: Channel for sending notifications to the contact.

Caution: Ensure that you specify the information required for sending notifications.

  • email: Enter the email address.
  • Push: Enter the email address and the user link that is used to link the EV Observe user to a contact.
  • SMS: Enter the phone number in the following format, +3312345678.
  • Teams: Enter the Teams webhook URL.

Host notification properties:

  • Options: Used to select the status changes in the host that will trigger and send notifications to the contact.
    • Critical: Notification sent when a host is non-operational.
    • Unknown: Notification sent when the host status is unknown to monitoring.
    • Up: Notification sent when the host is operating normally again.
    • Unstable: Notification sent when the host is considered to be unstable based on the high and low flapping thresholds defined for detecting instability.
    • None: No notification will be sent to the contact when there are status changes in the host.
       
  • Period: Timeslot during which status changes in the host will trigger and send notifications to the contact.
  • Notify with: Channel for sending notifications to the contact.

Caution: Ensure that you specify the information required for sending notifications.

  • email: Enter the email address.
  • Push: Enter the email address and the user link that is used to link the EV Observe user to a contact.
  • SMS: Enter the phone number in the following format, +3312345678.
  • Teams: Enter the Teams webhook URL.

Service notification properties:

  • Options: Used to select the status changes in the service that will trigger and send notifications to the contact.
    • Critical: Notification sent when the service is non-operational.
    • Warning: Notification sent when the service is operational but requires close monitoring in order to anticipate and prevent a status change to Critical.
    • Unknown: Notification sent when the service status is unknown to monitoring.
    • Up: Notification sent when the service is operating normally again.
    • Unstable: Notification sent when the service is considered to be unstable based on the high and low flapping thresholds defined for detecting instability.
    • None: No notification will be sent to the contact when there are status changes in the service.
       
  • Period: Timeslot during which status changes in the service will trigger and send notifications to the contact.
  • Notify with: Channel for sending notifications to the contact.

Caution: Ensure that you specify the information required for sending notifications.

  • email: Enter the email address.
  • Push: Enter the email address and the user link that is used to link the EV Observe user to a contact.
  • SMS: Enter the phone number in the following format, +3312345678.
  • Teams: Enter the Teams webhook URL.

Report notification properties:

  • Reports recipient: Used to indicate that the contact is a recipient of activity reports.

Groups of contacts

          Contact group.png

Name: Name of the group of contacts.

Associated with: Name of the company with which the group is associated.

Relations: Contacts: List of contacts belonging to the group.

  • Only enabled contacts defined for one of the company's sites or for the company with which the group is associated will appear.

Description: Description of the group of contacts.

Procedures

How to create a contact

Best Practice icon.png  You can duplicate a contact and simply make the required modifications.

Step 1: Select the company where you want to implement the new contact 

SelectCompanyInCompanyTree_Procedure

1. Go to the Web app.

2. Select the company from the company tree structure.

Notes:

  • The selected company must be associated with a Box.
  • You can create a new company. Open url.png See the procedure

    Company tree structure.png

Step 2: Create the new contact 

1. Select Configuration > General > Contacts in the menu.

2. Click Add.

3. Enter the information on the new contact.

  • Specify the general information for identifying the contact.
  • Enable the contact by selecting Yes.
  • For syslog notifications, specify the information to be logged in the syslog file.
  • For CI notifications, i.e. hosts, services or user services, select the status changes that will trigger and send notifications to the contact. Select the notification channel and the notification timeslot (hosts and services only).
  • For report notifications, indicate if the contact is the recipient of activity reports. 

4. Click Apply.

The contact will be created. If it is enabled, it will be visible to the company and all lower-level sites.

How to create a group of contacts

Best Practice icon.png  You can duplicate a group of contacts and simply make the required modifications.

Step 1: Select the company where you want to implement the new group of contacts

Note: Groups of contacts must be defined for the company and not for a site in the company.

SelectCompanyInCompanyTree_Procedure

1. Go to the Web app.

2. Select the company from the company tree structure.

Notes:

  • The selected company must be associated with a Box.
  • You can create a new company. Open url.png See the procedure

    Company tree structure.png

Step 2: Create the new group of contacts

1. Select Configuration > General > Groups of contacts in the menu.

2. Click Add.

3. Enter the information on the new contact.

  • Enter the name of the group of contacts.
  • Select the contacts associated with the group.

Note: Only enabled contacts defined for one of the company's sites or for the company with which the group is associated will appear.

4. Click Apply.

The group of contacts will be created. It will be visible to the company and all lower-level sites.

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