SolarWinds Web Help Deskis a web-based help desk software used for tracking support requests for enterprises and educational institutions.
Our SolarWinds Web Help Desk integration now supports sending acknowledge and close actions back to SolarWinds Web Help Desk. You can update your SolarWinds Web Help Desk ticket status to Assigned/Closed when the related alert in OpsGenie is acknowledged/closed.
With the introduction of the New Alert & Notification Policies, Team Policies were only applied to the alerts created by that team's integrations, or by an incident routed to that team.
We have now added support for the global integrations to work with Team Policies under certain situations. A team’s policies are now applied to alerts that satisfy either one of the following conditions:
Alert is created with the same team’s integration.
Alert is created with a global integration, but is routed to this team only.
Responder Alert is created via an incident and this team is the owner or responder of the incident.
BMC Remedy is a digital service management platform built for boosting workforce productivity.
OpsGenie can now create BMC Remedy incidents for OpsGenie alerts! You can specify the actions to be executed in BMC Remedy when an action is executed in OpsGenie for the alerts that have a source other than BMC Remedy. Moreover, you can run the default script provided by OpsGenie or you can use your custom script in order to execute actions in BMC Remedy.
For using these features, you should update your integration in OpsGenie by enabling “Create BMC Remedy Incidents/Problems for OpsGenie Alerts” option, and update your Marid configuration.
Policies are revised and redesigned in terms of functionality and UX.
Modify Policies are replaced with Alert Policies by merging the Teams and Recipients fields into a single Responders field that can include both teams and users. Alert Policies can be configured and assigned to specific teams. Team admins or team members with the related right can also create and configure Alert Policies for their own teams.
Suppress, Delay, Alert Count, Auto Restart and Auto Close Policies are replaced with Notification Policies so that the same functionalities can be achieved via a single configuration type.
Notification Policies are now team-segmented configurations. Team admins or team members with the related right can create and configure Notification Policies for their own teams.
Customers that were signed up before January 29, 2018 1PM UTC are able to configure and work with the old policies, but meanwhile they can create and configure New Alert & Notification Policies. Account owners and admins can explicitly switch their accounts to use new policies while creating alerts.
Maintenances can now be configured and assigned to specific teams. Team admins or team members with the related right can also create and configure maintenance for their own teams. A team maintenance can only enable/disable team policies and team integrations.
OpsGenie is a mobile IT management service providing rich alerts. It can take alerts from any IT management system and notify your users via iPhone, Android push notifications, email, SMS and phone calls.