Alert Routing

Route alerts to the right responder(s) based on the tags they carry

Alert Routing allows you to configure Routing Rules to ensure that alerts are routed to the right responder with the help of event tags attached to them.

Prerequisites

Only the Account Owner and Admins have Create, Read, Update and Delete capabilities for Routing Rules
First, ensure you have Tags defined for the Service

Configuring Routing Rules for a Service

(1) Navigate to Services from the sidebar

(2) For the Service of your choice, click on More and select Routing Rules

UI-based Rule Builder (Beginner-friendly)

(a) This box displays all the event tags defined for this Service, which can be used to define Routing Rules

(b) Select Add new rule

(c) Pick the event tag key and value pair that you are checking for in an incident using the drop-downs

(d) Add Conditions to make your rules more granular

(e) You can route the incident containing the specific event tags to either a User, Squad or an Escalation Policy. Pick the same from the drop-down

(f) Click on Save

Default Service Escalation Policy Override

The Alert Routing Rules will take precendence (override) over the default Escalation Policy for the Service, if any of the rules match (evaluate to True) an incoming incident.

Raw String Method

Note

Once you opt for the Raw String method, you cannot revert to the UI-based Rule Builder method for that rule.

(a) This box displays all the event tags defined for this Service

(b) Select Add new rule

(c) Click on Edit to enable Raw String method

(d) Write your custom Tagging Rule expression and select Route To accordingly

(e) Click on Save

The rule engine supports expressions with parameters, arithmetic, logical, and string operations

Basic Expressions

10 > 0, 1+2, 100/3

Parameterized Expressions

tags.severity == "high"

The available parameters are tags

tags : This parameter contains the all the configured tags for a given Service.

Regular Expressions

re(tags.severity, "high.*")

This can be used to check if a particular tag field matches a regular expression.

Example

Below is the set of event tags defined for a Service (as shown in the right panel of the configuration space)

{
    "tags" : [
        {
             "severity" : "critical"
        },
        {
             "severity" : "high"
        },
        {
             "severity" : "low"
        }
    ]
}

Use-case for Routing Rules

When:

severity is critical : Route to a Squad
severity is high : Route to an Escalation Policy
severity is low : Route to a User

Routing Rules are as follows:

tags.severity == "critical" route to a squad
tags.severity == "high" route to an escalation policy
tags.severity == "low" route to a user