Alert tickets

Alert is a priority above Urgent, used when the system itself reports a problem, such as disk space running low or a security certificate about to expire. Nobody can choose it by hand, and an incoming email cannot raise one.

What happens

• The problem raises one Alert ticket in the Inbox, assigned to the built-in System alerts team. Further problems while it is open are added to it as staff notes.
• Alert tickets go to the top of For my attention for the team’s members.
• An administrator chooses who is in the team under Teams.

What you can do with one

An Alert ticket can be moved to another queue, closed and reopened. Reopening one notifies the team again. Its priority and assignee are fixed, it cannot be put on hold, and only staff can be participants, so no customer reply can reach it.

Raising an Alert from another system

Your own applications can raise an Alert through the API, using a token that holds the alerts:write ability. See Authentication and tokens.