How to view and handle SAE application alerts in a group chat - Serverless App Engine

Before you begin

Verify your mobile number

You must verify your mobile number before you can view or handle alerts in a group chat.

In the group chat, click the alert name on an alert card.
In the Verify Mobile Number dialog box, verify your mobile number.

Enter your mobile number and click Send verification code.

The Verify Mobile Number dialog box contains fields for your mobile number and SMS verification code, and an OK button.
After you receive the verification code, enter it and click OK.

Note
If the page displays the message The current mobile number is not registered. Go to the console to add and verify your mobile number., you must first log in to the ARMS console to create a contact with that mobile number. For more information, see Contacts.

Associate a contact with a group chat

After you associate a contact with a group chat, the system @-mentions the contact when it sends alerts to the group chat.

When you create or edit a contact, ensure the mobile number you enter matches the one you previously verified in the group chat. For more information, see Contacts.
Set the contact (including any contact group or schedule that contains the contact) and the corresponding DingTalk, Lark, or WeCom bot as notification objects in a notification policy. For more information, see notification policy.

Note
The contact must be a member of the group chat.

After you complete the configuration, a DingTalk or WeCom icon appears next to the contact's mobile number on the Contacts tab of the Alert Management > Notification Objects page in the ARMS console.

Handle an alert from an alert card

The alert card in a group chat displays basic information about the alert. You can customize the content of the alert card by editing the alert notification template in your notification policy. For more information, see Configure notification templates and webhook templates.

At the top of the alert card, the severity (for example, P3) appears on a yellow background. The card then shows information such as alert name, notification policy, alert content, alert time, number of events, notification objects, previous similar alert, and alert handler.

On an alert card, you can:

Click Claim Alert to set yourself as the alert handler.
Click Resolve Alert. In the Edit Solution dialog box, enter a solution and click OK to change the alert status to resolved.
Click Follow Alert to monitor the alert. The system sends you an SMS message if the alert status changes.
Click Push Alert. In the Ticket System section, select an integrated ticket system and click OK to create a ticket for the current alert.

Note
For information about how to integrate a ticket system, see Integrate with Jira by using a Jira account and Integrate with Jira by using OAuth authentication.
Click Suppress Alert, and then select a duration in the Suppression Period section. During this period, no notifications for this alert are sent.
Click Unresolved Alerts to filter and view all unresolved alerts from the current group chat on the Alerts tab. For more information, see Homepage.

Handle alerts in the details panel

Click an alert's name on its alert card to open the alert details panel, which provides more information about the alert.

In the alert details panel, you can:

Click the icon to add a comment to the current alert.
For an alert with a status of To Be Claimed or Processing, click Resolve Now to change the status to resolved.
Click Statistics in the lower-left corner to go to the statistics page. For more information, see Statistics.
Click Home in the lower-left corner to go to the homepage. For more information, see Homepage.

Details

The Details tab shows the alert name, severity, alert status, alert content, alert object, handler, notification objects, solution, and comments.

At the top of the panel, you can switch between the Event and Activity tabs. The current tab shows a severity tag (for example, P3) and a status tag (for example, To Be Claimed). The Basic Information section lists the alert object, handler, notification objects, and solution. Below it is the Comment section. The bottom navigation bar includes the Resolve Now and Claim buttons.

On the Details tab, you can:

Click Settings in the upper-right corner. In the Select Operation dialog box, select one of the following operations:
- Assign a handler: Specify a handler for the alert. You can select any group member who has verified their mobile number.
  
  Note
  Within the same Alibaba Cloud account, any group member who has verified their mobile number can be assigned as an alert handler.
- Change severity: Change the severity of the current alert. The severity levels, from lowest to highest, are Default, P4, P3, P2, and P1.
- Push ticket: Select an integrated ticket system to create a ticket for the alert.
  
  Note
  For information about how to integrate a ticket system, see Integrate with Jira by using a Jira account and Integrate with Jira by using OAuth authentication.
Click the icon to follow the alert. The system sends you an SMS message if the alert status changes.
Click the icon and then select a duration in the Suppression Period section. During this period, no notifications for this alert are sent.

Event

On the Event tab, you can view the events associated with the alert and their statuses.

The Event tab lists the events associated with the alert.

Click an event to view its basic information, monitoring data, and extended fields.

Activity

On the Activity tab, you can view notification and handling records for the alert.

The Activity tab shows notification and handling records for the alert.

Click Filter, set the filter type to Log Content or Log Object, enter a keyword in the text box, and press the Enter key to filter the activity records.

Filter condition	Description
Log content	Filter by alert notification content.
Log object	Filter by contact (alert handler).

Statistics

The statistics page displays alert statistics for the group chat, including today's alert count, 7-day trend charts for alert volume and average resolution time, and a table of today's alert handlers.

On the statistics page, you can:

On the 7-day trend charts, click a data point to view the exact alert count and average resolution time for that time.
Click Return to Homepage to go to the homepage. For more information, see Homepage.

Homepage

The homepage lists the alerts in the group chat.

On the homepage, you can:

On the My, Follow, and Alerts tabs, you can view alerts that you have claimed, alerts that you follow, and all alerts in the group chat.
To find an alert, enter a keyword from its name in the search box at the top of a tab.

At the top of a tab, filter alerts by status, contact, or time range.

Filter condition	Description
Status	Filter the alert list by alert status. Resolved Processing To Be Claimed
Contact	Search for alerts assigned to a specific alert handler. You can select any group member in your Alibaba Cloud account who has verified their mobile number.
History	Filter alerts by time range. 1 day 3 days 7 days

Click an alert to open its details panel.
Click Alert Statistics to go to the statistics page. For more information, see Statistics.