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Resilient Notifications
By Sean Falzon
nozlaf@nozlaf.com
About me
What is this about?
• Why resilient notifications?
– Notifications are IMPORTANT
• They can also be ANNOYING
– Monitoring ...
Sending a notification when
something happens is natural
behavior
From birth
Humans have always been trying
to find better ways to send
notifications
Most popular notifications
• E-mail
• SMS
My favorite ways to notify
• Email
• SMS
• Voice
• Service desk tickets
Pro’s for SMS
• Simple to send
• Web/email gateways
• SMS Modem / connected phone
Con’s for SMS
• No way to know if it was received
• No way to tell if it was read
• Cannot be automatically forwarded by
p...
So what's the answer?
• There are commercial products out there
– Some can be costly
– Free products like Pushbullet and t...
I love voice
• You can forward a mobile phone / IP
phone
• You can listen to a voice message in a car
(well in Australia y...
Voice network diagram
Voice is resilient
• Multiple pathways
– ISDN
– SIP
– PSTN
Voice is resilient
• Forwarding of calls
– On call roster are hard to manage
– Things change
– Forwarding a phone is easy!
Voice is resilient
• Acknowledging voice calls is easy
– Keypad acknowledgement
– Voice acknowledgement
How does it work?
Call Support person
Call 2nd
person or manager
Create Asterisk
Call file
&
Synth Voice
Call speedcall
Acknowledgement
• In my view it is best if you do not allow
someone to acknowledge anything outside
of the Nagios interface
Escalations
“Insanity is doing the same
thing over and over again and
expecting different results”
Albert Einstein
Use multiple methods
• Combine multiple methods to achieve a
solution that you KNOW will deliver the
notification when you...
Problem: on call rosters
• Created by people for people, not
predictable – if you never have people
swap your employees ar...
Escalate notifications
• Nagios has built in support for notifications
escalations
• Avoid using the same communications
m...
Problem: Excessive Notifications
• Operators ignore more notifications than
they action
• Important notifications are miss...
Solutions?
• Most successful solutions require a third
party web interface to select who is on call
– Works well
– Require...
My preferred way?
• Use the corporate phone system
– System speed calls allow you to divert
numbers
– Remote hot desk allo...
Right tool for the job
• Pick the right notification type
do we want to be interrupted with a loud
notification type for i...
Don’t rely just on “smart” phones
• If using SMS, Voice. Email or APPS it is
easy to forget that the person who is on
call...
Resources
Here’s what you do:
Read about notification escalations here http://tinyurl.com/qx68m65
Read about status and re...
Thank you!
Any Questions?
Some things shouldn’t be interrupted
Unless its really important
Sean Falzon - Nagios - Resilient Notifications
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Sean Falzon - Nagios - Resilient Notifications

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Sean will be discussing several approaches to notification types for real world Nagios deployments. This will include a few methods for handling on call rosters, sending SMS from fully visualized data centers, and resilient notifications by integrating with phone systems for voice notifications.

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Sean Falzon - Nagios - Resilient Notifications

  1. 1. Resilient Notifications By Sean Falzon nozlaf@nozlaf.com
  2. 2. About me
  3. 3. What is this about? • Why resilient notifications? – Notifications are IMPORTANT • They can also be ANNOYING – Monitoring a system which you rely on for communications is good • Relying on that system to notify you when you have a problem is probably not best practice
  4. 4. Sending a notification when something happens is natural behavior
  5. 5. From birth
  6. 6. Humans have always been trying to find better ways to send notifications
  7. 7. Most popular notifications • E-mail • SMS
  8. 8. My favorite ways to notify • Email • SMS • Voice • Service desk tickets
  9. 9. Pro’s for SMS • Simple to send • Web/email gateways • SMS Modem / connected phone
  10. 10. Con’s for SMS • No way to know if it was received • No way to tell if it was read • Cannot be automatically forwarded by phone network
  11. 11. So what's the answer? • There are commercial products out there – Some can be costly – Free products like Pushbullet and telegram are good, but may not suit due to internet connectivity and as free services no SLA contract – Apps like aNag are good but have downsides such as internet / vpn connectivity and the app sometimes has issues
  12. 12. I love voice • You can forward a mobile phone / IP phone • You can listen to a voice message in a car (well in Australia you can) • You can acknowledge with voice or keypad
  13. 13. Voice network diagram
  14. 14. Voice is resilient • Multiple pathways – ISDN – SIP – PSTN
  15. 15. Voice is resilient • Forwarding of calls – On call roster are hard to manage – Things change – Forwarding a phone is easy!
  16. 16. Voice is resilient • Acknowledging voice calls is easy – Keypad acknowledgement – Voice acknowledgement
  17. 17. How does it work? Call Support person Call 2nd person or manager Create Asterisk Call file & Synth Voice Call speedcall
  18. 18. Acknowledgement • In my view it is best if you do not allow someone to acknowledge anything outside of the Nagios interface
  19. 19. Escalations “Insanity is doing the same thing over and over again and expecting different results” Albert Einstein
  20. 20. Use multiple methods • Combine multiple methods to achieve a solution that you KNOW will deliver the notification when you need it
  21. 21. Problem: on call rosters • Created by people for people, not predictable – if you never have people swap your employees are robots
  22. 22. Escalate notifications • Nagios has built in support for notifications escalations • Avoid using the same communications method for the escalation • Can be used to escalate from one method to another for the same contact
  23. 23. Problem: Excessive Notifications • Operators ignore more notifications than they action • Important notifications are missed • Do not notify on unreachable
  24. 24. Solutions? • Most successful solutions require a third party web interface to select who is on call – Works well – Requires access to the web interface
  25. 25. My preferred way? • Use the corporate phone system – System speed calls allow you to divert numbers – Remote hot desk allows changing diversions securely without computer – Phone system has redundancy / resiliency built in from its original design
  26. 26. Right tool for the job • Pick the right notification type do we want to be interrupted with a loud notification type for issues that can happen frequently but only matter if they are sustained? NO probably not
  27. 27. Don’t rely just on “smart” phones • If using SMS, Voice. Email or APPS it is easy to forget that the person who is on call is probably going to access all four on the same device.
  28. 28. Resources Here’s what you do: Read about notification escalations here http://tinyurl.com/qx68m65 Read about status and reachability here http://tinyurl.com/qfoyrue Want scripts? Or want to share yours????? http://exchange.nagios.org/
  29. 29. Thank you! Any Questions?
  30. 30. Some things shouldn’t be interrupted Unless its really important

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