We are looking at implementing Service Escalations. What I am trying to solve is the following. We receive a 'critical' service alert and support is notified. The alert is acknowledged with a comment that the problem is being worked.
At this point, no more notifications are sent out. However, if the problem continues over time without resolution, will the Service Notification Escalation procedure be able to help us by sending out notifications to a defined audience and continue to notify.?
Thanks,
Greg
Service Escalations
Re: Service Escalations
No. By design that if you acknowledge the outage, you have in effect stopped the escalation notification process. If the service state changes, then the acknowledgement is effectively reset. You might track your incident tickets outside of the nagios xi interface and then track who originally acknowledged the ticket responsible and when they close the problem. You could also go the route of event handlers, and outside of nagios service escalation. That last option you would have to write your own.