Manage Incident Responses

Incidents and Incident Responses › Manage Incident Responses

Manage Incident Responses

UC Monitor provides one default incident response, Default, which is not associated with an action. You can configure different responses for each Location, for each media device, for each call server or call server group, or for pairs of Locations and media devices. You apply the responses to call performance or call server incidents by associating the responses with different thresholds for the various types of incidents.

You can add an action to the default incident response and to incident responses you created. You can associate an incident response with more than one action.

You can modify an incident response in the following ways:

Add an action.
Change or delete an action.
Change the threshold parameters that control when the response is launched.

You can create, modify, and delete incident responses in the UC Monitor management console.

Follow these steps:

Click Administration, Policies, Incident Responses in the navigation bar.
The Incident Response List opens.
Perform the following steps to create or change an incident response:
1. Click New to create an incident response, or select the response that you want to change and click Edit.
  The Incident Response Properties page opens.
2. Type a name for the incident response in the Name field. The name helps you identify the response in the list of responses on the Threshold Properties page.
3. Click New to add an action, or select the action that you want to change and click Edit.
  The Add or Edit Action to Incident Response page opens.
4. Select the Action Type, which determines the other selections on this page:
  - Send Email. Lets you supply the email address of the person to notify when the associated threshold is violated. You can specify multiple email addresses, separated by commas or semicolons.
  - Send SNMP Trap. Lets you supply parameters for an SNMP trap to send to a third-party network monitoring operating environment.
  - Launch Traceroute Investigation. Lets you run an automatic traceroute to collect extra data about routing from the affected Location or voice gateway. The Launch Traceroute Investigation action is designed for call setup and call server group incidents only.
5. Set the Minimum Conditions for Taking Action:
  - Severity. Select the threshold severity level that can trigger this action when crossed: degraded or excessive. Severity does not apply to the automatic actions initiated in response to collector incidents, call server incidents, or call server group incidents. These actions are always performed. Incidents of these types always have a severity of “excessive.”
  - Duration. Select the interval during which a monitored metric must violate the threshold before the action is launched. Use this option to launch actions either more or less quickly in response to threshold violations.
    For example, select 30 minutes to launch an action when latency exceeds the threshold during a 30-minute interval. It does not matter how many times during the interval that the threshold is crossed. It matters only that the condition still exists at the end of the selected duration.
6. Set the parameters that control the recipient and format of the notification. The available parameters vary depending on the selected Action Type:
  - Recipients. Provide the full email address of the person to receive an automatic email notification about this particular type of incident. Select someone who is most likely to respond quickly and accurately to remedy the problem that caused the incident. You can specify multiple email addresses, separated by commas or semicolons.
  - Time Zone. Select the time zone of the recipient. The default time zone corresponds to the locale where the UC Monitor management console is installed.
  - Send SNMP Trap to. The IP address or hostname of the computer to receive the SNMP trap. UC Monitor includes a MIB file that contains unique OIDs. You can import them into your trap receiver. The file is located in the following directory on the management console:
```
       <install path>\CA\VoIPMonitor\MIB\NETQOS-VMTRAP-MIB.txt
```
    Tip: To send a trap to more than one computer, create additional actions within the same response, one for each additional trap destination.
  - SNMP Profile. Select the SNMP profile to use for the trap.
  - Severity Updates. Select when to send SNMP traps:
    -- Send update traps when Incident severity changes: Send an SNMP trap if the incident severity changes, but the incident remains open. Also send an SNMP trap when a new incident is opened.
    -- Send only Incident open and close traps: Send an SNMP trap only if a new incident is opened or if an incident is closed.
    Note: Some incident types do not have a severity parameter, such as the Poor Call Quality incident, or their severity is always excessive. The option to send only open and close traps is always used for these incidents.
  - Send Test Trap. Click to send a trap to the IP address you entered in the "Send SNMP Trap to" field. Results of the test appear at the top of the Add Action to Incident Response page.
7. Click OK.
  The action appears on the Incident Response Properties page.
8. Select an action and click Delete to remove an action from a response.
9. Click Save to save the response and return to the Incident Response List.
10. Click Save & Add Another to save the response and add another action to the incident.
Perform the following steps to delete an incident response. You cannot delete a response that is used in a threshold.
1. Verify that the incident response is not assigned to a threshold. If it is, assign a different incident response. For more information, see Manage Call Server Thresholds.
2. Select the incident response that you want to delete. You can select multiple responses.
3. Click Delete. The Confirm Delete page opens.
4. Click Delete. The response is deleted from the Incident Response List.
Assign the incident response to a threshold.

More information:

Change the Properties of the Management Console

SNMP Profiles