Incoming Alerts and Notifications from Devices/Services We Monitor (in progress)

Incoming Alerts and Notifications from Devices/Services We Monitor (in progress)

Queues

These tickets will go into one of two queues automatically depending on whether the email went to notification.NYGG.LOCAL@email.autotask.net or alerts.NYGG.LOCAL@email.autotask.net: either Notifications from Devices/Services we Monitor or Alerts from Devices we Monitor, respectively. 


Alerts are more urgent, but notifications are important too as they usually involve  backup issues. 


Notification

If an alert from Datto RMM is critical, the ticket will have critical priority. This priority combined with the ticket being in the Alerts from Devices we Monitor queue will cause a WF rule to fire to send a ticket notification to every team member's email and Slackbot. 

An example of some Datto policies that are set to create a critical alert are:

-Ransomware detected (requires customer have ransomware protection enabled)
-Server not in communication for at least 5 minutes

Alerts reporting workstations as offline for more than 21 days are handled in a specific way. 

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