Alert and Notification Management

The purpose of Alert and Notification Management in SAP Cloud ALM for Operations is to provide a centralized and efficient way to manage alerts and notifications. Therefore, Alert and Notification Management is usually an important part of broader processes, like Incident or Problem Management. In these processes, System Administrators as well as Service Managers are involved, who may have different expectations to this process.

Watch this video to learn how various personas should be informed about issued alerts:

Alert Management and Notification Management are both consumers of Intelligent Event Processing in SAP Cloud ALM.

The Alert Management enables efficient management of alerts created by the various monitoring applications in SAP Cloud ALM using application-specific alert inboxes.

In the Notification Management, you can manage the recipients for SAP Cloud ALM notifications.

Alert Management in SAP Cloud ALM for Operations is focusing on the efficient handling of alerts in the alert inboxes of the different monitoring use cases.

The following screenshot displays an example of the Business Process Monitoring alert page:

Each alert inbox contains the alert information appropriate for the selected application, which allows for a more efficient root cause analysis and processing of the alerts. The alert inbox includes integrated alert handling procedures like alert assignment, notifications, and operation automation workflows, which can be used to work systematically on the occurring alerts. By automating these tasks, we reduce the manual effort and ensure that alerts are promptly addressed by the appropriate team members. This not only saves time but also improves the overall efficiency of the monitoring process.

The next screenshots illustrate the general use of the Alert Inbox:

A typical handling of alerts in the alert inbox using the Alert List view would therefore include the handling of alerts by confirming, displaying the logs, or assigning a processor. In the Alert Details, you would be able to check the alert for further information, event details and already taken actions. In the alert inbox, you can decide what needs to be done with an alert, for example you can start an Operation Flow. Further possible actions are confirming the alert, adding comments, assigning a processor, sending email notifications, creating a ticket, or sending a chat notification.

In the Notification Management app, you can manage the receiver of email notifications regarding operations with SAP Cloud ALM:

To ensure compliant processing, Notification Management provides the following functionality:

• Double opt-in procedure to ensure that only confirmed recipients receive notifications from SAP Cloud ALM.
• Provide an opt-out option to every notification sent from SAP Cloud ALM.
• Handling of bounced emails.
• Ensure compliance with the European Union's General Data Protection Regulation.

In detail, you can do the following in the Recipient Management:

• View the details related to the recipient list.
• Add and delete recipients for email notifications.
• Extend the validity of any recipient and resend invitation to recipients with pending status.
• View the logs, warnings, and error messages for the application.

Every receiver must verify their email address and consent to receive email notifications:

1. Add a new recipient in notification management.
2. The registration will trigger an email to the recipient.
3. Consent to the email notifications.

TThe following screenshot displays the Notification Receiver Registration email:

Only verified email recipients will receive emails and hence only verified recipients should be used in Intelligent Event Processing.