Notifications

When an escalation step reaches you, EvoHub notifies you on the channels you have turned on. Your notification settings are personal: they belong to you, not to an organization, and apply in every organization you are a member of. This page explains the channels, your notification schedule and voice calls.

#Channels

EvoHub notifies people by:

#Turn your channels on

With an escalation step set to Default, you are notified on every channel you turned on. A step can also force one channel (Push, Call or Email) for everyone it reaches, even if they turned that channel off. See Escalation policies.

#Notification schedule

The Notification schedule limits which channels may reach you at which times — for example, no phone calls during working hours, or only push at night unless the alert is critical.

• Pick the Timezone your rules are written in.
• Click Add rule for each time window (up to 20). Each rule has:
  • the days it applies to,
  • From and to times,
  • Allowed: the channels that may reach you in that window (choosing none means nothing reaches you then),
  • Critical alerts still use all my channels, to let critical alerts through regardless.
• Click Save schedule.

How rules are read:

• The first rule that matches wins. Use the arrows to put more specific rules first.
• Outside every rule, you are reached on every channel you turned on.
• A rule's days are the days its window starts. A Monday 23:00–08:00 rule covers Monday night and early Tuesday morning, not early Monday morning.
• An end time before the start runs past midnight. The same start and end time (for example 00:00–00:00) means the whole day. The end time is exclusive.
• A rule only narrows the channels you turned on above; it never turns on a channel you switched off.

When a step forces a channel your schedule does not allow at that moment, EvoHub uses the channels your schedule does allow instead. If none are allowed, nothing is sent to you and the escalation continues to its next step as it would for anyone who did not respond. Either way, the alert's timeline records that your notification schedule held a notification back.

#Voice calls

A voice call announces the alert and lets you act on it with the keypad:

If you do not press a key, the escalation continues as usual. The result of each call (for example connected, not answered or line busy) is recorded on the alert's timeline.

When several alerts reach you within a short time, EvoHub combines them into one call that names how many alerts are waiting; pressing 4 acknowledges all of them. Push notifications are still sent for each alert as it arrives.

#Customize what the call says

Organizations can replace the sentence that names the alert with their own wording in On-Call → Voice Template. The greeting and the key instructions always stay.

• Write the Template with fields in braces, for example {customer} customer, {service} service. Insert fields from About the alert (available on every alert, such as {alert.title} and {alert.severity}) or Sent by your integrations (labels your alerts have carried).
• A sentence that names a field the alert does not carry is left out of the call, so a call never reads out an empty gap.
• The template is limited to 200 characters. Commas and full stops become pauses.
• What the call says previews the spoken text and warns about fields no alert has sent.
• An empty template restores the default call. When several alerts are combined into one call, the template is not used.

Editing the voice template needs the On-Call settings permission (Owners, Admins and Members by default).

#Push notifications

Push notifications go to every device where you are signed in to the EvoHub mobile app. Tap one to open the alert. On iPhone, a push also offers an Acknowledge button so you can acknowledge without opening the app. See Mobile app.

#Email

Alert emails go to your account email address.

#When notifications are not sent

Check the alert's timeline. Common reasons:

• No one was on call on the schedule the step targeted.
• A maintenance window was in progress, so On-Call paged nobody.
• Your notification schedule held the channel back.
• The channel is not set up: phone number not verified, or no device signed in to the mobile app.
• Your organization has used its free monthly allowance and has no payment method on file. Alerts are still recorded, but notifications are held back and the timeline says why. See How billing works.

#Test your setup

Create an alert by hand with On-Call → Alerts → New Alert and choose an escalation policy whose first step targets you (or a schedule you are on). Check that your phone rings, your push arrives and you can acknowledge.

#Related

• Escalation policies
• Mobile app
• Alerts and incidents