Help_Topics

About alerts

Alerts are real-time notifications sent to a list of contacts. They are sent when errors are detected in samples taken by a monitoring agent, or when performance thresholds are exceeded, depending on each service's settings.

Alert contacts can be sent to email addresses, or to phones or pagers as needed for your team to appropriately respond. See Customizing_Email_Alerts_and_Notifications

Alert contacts can be added one service at a time, or for several services at once. You can remove alert contacts if you no longer wish to receive alerts or if you wish to receive some alerts but not others. Please see Stop_receiving_alerts.

Many phone providers allow you to send emails to your cell phone or pager by using your phone number as an email address, which converts the emails to an SMS automatically. If your provider does not support converting emails to SMS format, you can opt to have alerts sent directly to your phone as an SMS; voice alerts are also available and can be sent to any phone number. See SMS_and_Voice_alert_contacts for more information.

Once you have configured your alert contacts, it is a good idea to Test_alert_settings to make sure the appropriate people are receiving alerts.

Diagnostic and Warning messages are very similar to Alert Messages, however they are intended to be delivered to email addresses and thus contain more detailed information.

We recommend in addition to sending Alert messages to go to cell phones, pagers and PDAs, to also setup one or more email addresses to capture and store these more detailed error messages for long term trending. If you are not intending to be alerted to your cell phone or pager, then you can just setup the Diagnostic contact only.
A diagnostic message is generated every time an alert is generated that contains additional debugging information. Diagnostic messages are  not suitable for cell phones and pagers. If you are only intending to be alerted via email, you probably do not need to setup Alert Message contacts because the same information (and much ) is contained in the Diagnostic email. These messages are more suitable for NOC consoles such as Tivoli, UniCenter and NetCool.

When you have setup your monitoring service to warn about a particular issue, the message goes to your Diagnostic/Warning contact. This is designed to prevent over-alerting of pager and cell phone contacts. As such, the Diagnostic and Warning messages share the same contact group.

Alert Message Examples

Note: All email alerts originate from monitor@webmetrics.com.

Default Message Format

This format is used for the vast majority of alerts, such as connectivity and content timeout errors.

Subject: Webmetrics Alert

{SERVICE}: {TYPE} Error at {URL}

OK Message

This message format is used when error condition ends and you have selected the Send "OK" alert when error recovers check box in the Services > Settings > Alert and Notification Settings sub-tab.

Subject: Webmetrics Alert

{SERVICE}: {TYPE}

Localized Alert Message

This is a special case format for localized errors (when a problem exists only from particular agents/cities). This alerting option must be specifically enabled for each monitoring service or will otherwise not typically be generated.

Subject: Webmetrics Alert

{SERVICE}: Localized {TYPE} Error at {URL} from {AGENT}

Internal Agent Alert Message

This is a special-case format for customers subscribing to the Internal Agent service only. If problems with the Internal Agent are detected, the appropriate system administrator can be alerted.

Subject: Webmetrics Alert

{SERVICE}: {MESSAGE}

DNS Alert Message

This alert is sent out for DNS monitoring accounts.

Subject: Webmetrics Alert

{URLS OF url}{SERVICE}: {TYPE} Error at {url}
{/URLS}

Diagnostic and Warning Messages

Default Diagnostic/Warning Email Format

This format is used for the majority of diagnostic and warning messages, such as connectivity and content timeout errors.

Subject: Webmetrics {TYPE} {SEVERITY} for {SERVICE}

Diagnostic report for: {SERVICE}
Error type: {TYPE} error
Error Message: {MESSAGE}
URL: {URL}
Time: {TIME} {TIMEZONE}
Agent(s): {AGENT} ({AGENT_IP}){ADDITIONALERRORS}, {AGENT} ({AGENT_IP}){/ADDITIONALERRORS}
{STEPDESCRIPTION}
Traceroute information:
{ERRORS}
The following traceroute to {URL} was generated from {AGENT} ({AGENT_IP}):
{TRACERT}
{/ERRORS}

For more information, click on the detailed logs link below:
{LOG_LINK}

OK Diagnostic/Warning Email Format

This message format is used when error condition ends and you have selected the Send "OK" alert when error recovers check box in the Services > Settings > Alert and Notification Settings sub-tab.

Subject: Webmetrics OK for {SERVICE} (Service Recovered After Error)

{SERVICE} has recovered after errors were detected.

Errors started at: {START}
Errors stopped at: {STOP}

Total error time: {ELAPSED} minutes.

For more information, click on the detailed logs link below:
{LOG_LINK}

Content Diagnostic/Warning Email Format

Application Monitor and Site Monitor Services

This is a special-case format because when content or application level errors are detected, the header of the response as well as the content of the page that produced the error is attached to the email. One file will be called headers.txt, containing the headers received from the web server, while the other file containing the contents of the page will be named name_of_service.html.

Subject: Webmetrics {TYPE} {SEVERITY} for {SERVICE}

Diagnostic report for: {SERVICE}
Error type: Content error
Error Message: {MESSAGE}
URL: {URL}
Time: {TIME} {TIMEZONE}
Agent(s): {AGENT} ({AGENT_IP}){ADDITIONALERRORS}, {AGENT} ({AGENT_IP}){/ADDITIONALERRORS}
{STEPDESCRIPTION}

For more information, click on the detailed logs link below:
{LOG_LINK}

The attachment contains the HTML saved when the error was detected. If the HTML content is empty, then an empty response was generated by your webserver.

Internal Agent Diagnostic/Warning Email Format

This is a special-case format only for customers subscribing to the Internal Agent service. If problems with the Internal Agent are detected, the appropriate system administrator can be alerted.

Subject: Webmetrics Internal Agent {SEVERITY} for {SERVICE}

The following errors were detected while testing {URL}:
{ERRORS}
    From {AGENT} at {TIME} {TIMEZONE}:
        {MESSAGE}
{/ERRORS}

Note: Internal Agent downtime can be caused by one of the following:

  • Agent has not been started
  • Agent has crashed, and needs to be rebooted
  • Agent external connectivity has failed
  • Invalid agent name used when setting up the account

If you are unable to determine the cause of this downtime, please contact Webmetrics at http://www.webmetrics.com/support/index.cfm

SLA Diagnostic/Warning Email Format

This type of alert is sent out when you exceed your configured SLA thresholds.

Subject: Webmetrics {TYPE} {SEVERITY} for {SERVICE}

Diagnostic report for: {SERVICE}
Error type: {TYPE} error
Error Message: {MESSAGE}
URL: {URL}
Time: {TIME} {TIMEZONE}
Agent(s): {AGENT} ({AGENT_IP}){ADDITIONALERRORS}, {AGENT} ({AGENT_IP}){/ADDITIONALERRORS}

Traceroute information:
{ERRORS}
The following traceroute to {URL} was generated from {AGENT} ({AGENT_IP}):
{TRACERT}
{/ERRORS}
For more information, click on the detailed logs link below:
{LOG_LINK}

DNS Diagnostic/Warning Email Format

This type of alert is sent out when your DNS service sees an error.

Subject: Webmetrics {TYPE} {SEVERITY} for {SERVICE}

Diagnostic report for: {SERVICE}
Error type: {TYPE} error
Error Message: {ERRORS}
    {AGENT}
      {MESSAGE}
{/ERRORS}
URL(s): {URLS OF url} {url},{/URLS}
Time: {TIME} {TIMEZONE}
Agent(s): {ERRORS} {AGENT} ({AGENT_IP}), {/ERRORS}

{STEPDESCRIPTION}
Traceroute information:
{ERRORS}
The following traceroute to {URL} was generated from {AGENT} ({AGENT_IP}):
{TRACERT}
{/ERRORS}

For more information, click on the detailed logs link below:
{LOG_LINK}

See also

Add_an_alert_contact_to_a_single_service
Add_an_alert_contact_to_multiple_services_simultaneously
Configure_alerting_options
Create_or_modify_a_contact_group
Customizing_Email_Alerts_and_Notifications
Ensure_Webmetrics_emails_are_not_flagged_as_spam
SMS_and_Voice_alert_contacts
Stop_receiving_alerts
Test_alert_settings