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Support_category > Responding To Alerts

Responding to Alert Notifications via Email or SMS Email

Overview

LogicMonitor has the ability to deliver alert notifications via email. For more information on how this (and other) alert delivery methods function, see Alert Delivery Methods.

Response Commands for Email/SMS Email

When you receive alert notifications via email or SMS email, there are two available response methods:

  • You can click the link in the email to open and respond to the alert in LogicMonitor. You are presented with a page that allows you to put the alert into SDT, acknowledge it, or escalate it.
  • Or, as discussed in this support article, you can respond to the alert by replying to the alert email.

Note: Replies to SMS alert messages received through an email to SMS gateway (as opposed to native SMS) will only be delivered if the subject line is maintained. This is a restriction of the carrier. If the subject line is removed by your phone when replying, the reply will not be delivered to LogicMonitor. This is a known issue with some Android phones. If you are experiencing this issue, reply to the alert via the email app, or have the alert delivered via native SMS.

The following response commands are available for use in the body of an email or SMS email reply.

Response Command

Description

Example
ACK [optional comment] This command acknowledges the alert, optionally including a comment. Escalation is halted and the ACK (and its accompanying comment, if one exists) will be sent to the CC list for the associated escalation chain. ACK looking into it
NEXT This command immediately escalates the alert to the next stage in the escalation chain, without waiting for the escalation interval to pass. NEXT
SDT <X> [optional comment] This command places the triggering instance into scheduled downtime (SDT) for the duration specified. Alert notifications for other like kind instances on the resource would still be routed. The SDT reply would be sent to others to whom the alert has already been escalated. The duration value represents hours and can be a decimal fraction to indicate less than one hour of downtime (e.g. .25 = 15 minutes). SDT .75
SDT datasource <X> [optional comment] This command places the triggering DataSource into scheduled downtime (SDT) for the duration specified. Alert notifications for all instances governed by the DataSource on the specific resource will not be routed while SDT is in effect. The SDT duration value represents hours and can be a decimal fraction to indicate less than one hour of downtime (e.g. .25 = 15 minutes). SDT datasource 2
SDT host <X> [optional comment] Schedule downtime for the entire resource for X hours. The value X can be a decimal fraction to schedule SDT for less than an hour (e.g. SDT host .25 = 15 minute SDT). This will disable notification routing for all alerts triggered for the resource until the SDT has expired. SDT host .5
SDT service <X> [optional comment] Schedule downtime for all checkpoints of the website for X hours. The value X can be a decimal fraction to schedule SDT for less than an hour (e.g. SDT host .25 = 15 minute SDT). SDT service 1

Note: Some mail servers may alter the formatting of your response by introducing new line characters (e.g. “\r\n” or “\n”) into your reply messages. Because LogicMonitor only considers the first line of the response, this added formatting could result in truncated messages (depending on the length of your comment and mail server behavior).

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