i4connected Knowledgebase 5.6

Response Teams

Abstract

A Response Team is a group of users that can handle event occurrences for which certain actions are required. Check out this article for more details!

A Response Team is a group of users that can handle event occurrences for which certain actions are required. The scope of present article is to describe how to configure a Response Team in the context of the i4messenger component.

The Response Teams can be managed using the dedicated tile, by users having the Manage messenger permission enabled.

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The Response Teams tile and panel

Important

Users that do not have the Manage messenger permission enabled will be only allowed to view the list of Response Teams and open them in detailed view mode. Further management actions will only be allowed on basis of additional role assignments.

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The Response Teams List in view mode

The Response Teams panel opened by this tile, lists all existing teams, allowing the user to perform the following actions:

Viewing, filtering and refreshing Response Teams
Abstract

Check out this article and learn more details about the list of Response Teams, the provided filtering mechanism and the refresh option.

The Response Teams panel lists all the Response Teams, in the panel's central area.

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The Response Teams panel

By clicking on a listed Response Team the details panel is opened. In this view all the relevant Response Team information is displayed, as follows:

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The detailed view mode of Response Team

  • the name of the selected Response team is displayed as panel title.

  • the Response Team members are listed on the left side of the panel.

  • the defined Escalation Policy is displayed on the right side of the panel. If no Escalation Policy is set, the value "None" will be displayed.

    • In conjunction with the Retry Count Escalation Policy, the defined Retry Interval is also displayed.

    • In conjunction with the Priority Escalation Policy the defined Priority Escalation Threshold is also displayed.

    • In conjunction with any type of Escalation Policy, the Escalation Team is displayed here, as well.

  • the Management area is displayed at the bottom of the panel, allowing the user to perform further actions, by using the management tiles:

The Response Teams panel provides a filtering mechanism that helps the user to easily pinpoint the searched Response Team. The user can search for Response Team by typing in the name or a part of the name.

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The Response Teams filter

Tip

For more details concerning the Filtering mechanism, please read the The Simple Filter article.

Furthermore, the user can manually reload the Response Teams list, by clicking the Refresh toolbar button.

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The Refresh button

The Manage Users tile
Abstract

Learn all that you need to know about the relation between i4connected Users and i4messenger Response Teams.

The Manage Users tile is displayed in the detailed view panel of a Response Team. In the centre of the tile, the amount of assigned users is displayed.

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The Manage Users tile

Clicking this tile opens the Users panel, where it is possible to filter or refresh the listed items. The Users are displayed as cards in a scrollable list.

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The Users panel

Each user card displays the following details:

  • the addressing title

  • the first and last name

  • the username

  • the permissions set (Full)

  • the type - Assigned user or Inherited user

  • Email - by hovering the email_symbol.jpg button, the user email address is displayed. By clicking this button, the email application is opened allowing the user to send an email to the respective user.

If desired, the Administrator user can remove or add users to the Response Team, by clicking the Change toolbar button. This action opens the Select Users panel where the toolbar options allow one to Select All, Unselect All and Refresh the list view. The already assigned users can be easily distinguished due to the red highlight.

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The Select Users panel

Clicking the Select bottom button will apply the selection and the Select Users panel will be closed. The list of Response Teams Users will be immediately updated to reflect the latest changes.

Note

One user can belong to multiple Response Teams, fulfilling different roles in each.

The Manage Notification Profiles tile
Abstract

Learn how to establish a relation between Notification Profiles and your i4messenger Response Teams, by reading this article.

The Manage Notification Profiles tile is displayed in the Response Team detailed view panel.

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The Manage Notification Profiles

Clicking this tile will open the Notification Profile List where all the assigned entities are listed. The user can filter or refresh the listed Items. The Notification Profiles are displayed as cards in a scrollable list.

Each Notification Profile card displays the following information:

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The Notification Profile List

  • Notification profile name

  • Notification profile description

  • Notification profile status (Active or Inactive)

If desired, the Administrator user can remove or add Notification Profiles to the Response Team, by clicking the Change toolbar button. This action opens the Select Notification Profiles panel where the toolbar options allow one to Select AllUnselect All and Refresh the list view. The already assigned notification profiles can be easily distinguished due to the red highlight.

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The Select Notification Profiles panel

Clicking the Select bottom button will apply the selection and the Select Notification Profiles panel will be closed. The list of Response Teams Notification Profiles will be immediately updated to reflect the latest changes.

Adding a new Response Team
Abstract

Learn how to add a new Response Team and how to define the desired particularities for it. Check out this article for more details!

The Add toolbar button from the Response Team panel provides access to the Add response team panel. The Add Response Team panel will be however accessible only for users having at least the Manage messenger and View events permissions enabled.

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The Add response team button and panel

To add a new Response Team, the user must fill in at least the mandatory details (marked with an asterisk in the Add response team panel). By default, the user is notified about the missing mandatory information.

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The Add response team panel

The following settings should be done, in order to add a new Response Team:

  • Name - the name of the new Response Team

  • Description - a friendly description of the Response Team

  • Escalation handling - a response team can optionally have an escalation team set up. The Escalation Team must always be set up together with an escalation policy, which dictates the criteria on which the escalation is performed.

    • Escalation policy - there are two types of escalation policies that can be defined:

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      Escalation policy

      • Retry count - The Retry count policy will perform an escalation after a certain number of retries are performed. The initial notification is also counted as a retry. When this policy is set, the number of retries must be configured. If the value is set to "1", the escalation will be performed after the initial notification is sent.

        In this view, the user is required to select a Response Team to which the escalation will be done.

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        Retry count escalation policy

      • Priority - The Priority policy will perform an escalation if the priority of an occurrence is higher than a set threshold. By convention, a higher priority is indicated by a lower number (ex. Priority 2 is higher than priority 4).

        Optionally, using customised queries, the events can be set up in such a way that after every notification is sent out, their priority is raised by subtracting 1 from the priority number. Alternatively, each i4connected adapter or event trigger can override the default priority and raise it. This mechanism, in combination with the priority-based escalation policy, allows the immediate escalation to another response team.

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        Priority escalation policy

Editing Response Teams
Abstract

Open this article and read more details about the possibility to update your i4messenger Response Teams.

By opening a Response Team in detailed view mode, the toolbar of the opened panel, allows the user with possibility to update the selected Response Team. The Edit response team panel will is available only for the users having at least the Manage messenger and View events permissions enabled.

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The Edit button

In the Edit response team panel the user can update all the settings described under the Add a new Response Team article.

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The Edit Response Team panel

Deleting Response Teams
Abstract

Learn how to remove the obsolete Response Teams. Do not keep such entities if they have become unnecessary!

The Response Team detailed view panel allows the user with the possibility to remove the selected Response Team, by clicking the Delete toolbar button. The Delete response team panel can be opened by users having at least the Manage messenger permission enabled.

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The Delete button

In the Delete response team panel the user is provided with information about the impact of the deletion over the whole system. To acknowledge the consequences and proceed with the deletion, the user has to type in the designated field, the displayed confirmation code. To proceed with deletion, the user can press the Delete button, located at the bottom of the panel. Deletion is immediately visible, in the Response Team panel.

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The Delete Response Team panel