Introducing alert management in ServiceDesk Plus

Introducing alert management in ServiceDesk Plus

Hello ITSM practitioners,

We are excited to announce that the cloud version of ServiceDesk Plus now offers native IT alert management in its enterprise edition, without any additional cost.

If your IT team relies on multiple monitoring tools like OpManager Nexus, Site24x7, Dynatrace, Datadog, New Relic, Zabbix, PRTG, Pingdom, etc., chances are your incident responders are flooded with alerts across multiple monitoring tools with different severity and priority levels, leading to alert fatigue.


Explore alert management in
ServiceDesk Plus


With this release, alerts from SaaS, on-premises, and custom monitoring tools flow into a central Alerts module in ServiceDesk Plus. Here's what your incident responders can now do:

  • Filter alerts based on your terms: Build criteria-based views and tags so every technician sees only the alerts relevant to them

  • Silence repeat alerts: Suppress repetitive alerts for the same event with noise reduction within a defined time window.

  • Manage downtime alerts: Mute alert notifications without blocking alarms during scheduled maintenance of monitored components.

  • Standardize alert management across tools: Set alert modifiers to automatically reset severities and update alert fields based on your criteria for consistent triage and incident response. Auto close alerts and tickets bidirectionally.

  • Escalate and trigger incident response: Set up escalation policies to notify up to five levels of responders and automatically convert unattended alerts into incident tickets.


This capability is powered by embedding ManageEngine AlarmsOne within ServiceDesk Plus and is currently available for customers whose instances are hosted in the United States and Australia datacenters. The usage of this module does not entail a separate purchase of AlarmsOne, the capability is offered natively within the enterprise edition. If you haven't already signed up for AlarmsOne, an account will be created for you when you set up the integration. Learn more on how to set up the AlarmsOne integration and configure alert management. 

Please note that if you are using multiple IT service desk instances, the AlarmsOne integration (and consequently alert management module) can be enabled in only one IT service desk instance.

How is this native alert management module different from  ManageEngine AlarmsOne?

The Alerts module in ServiceDesk Plus is a powered byAlarmsOne, purpose-built for managing alerts within your service desk. It covers alert ingestion, noise reduction, downtime scheduling, alert modifiers, escalation policies, and alert-to-incident conversion. A few capabilities of the full AlarmsOne console are outside the scope of this module and remain available in the standalone AlarmsOne app:

  • Outbound integrations with applications other than ServiceDesk Plus (the Alerts module shares alerts with your ServiceDesk Plus instance alone)

  • On-call schedules, overrides, and holiday profiles

  • SMS and voice call notification channels in escalation policies

  • Repeat escalations and user notifications directly from alerts

  • The contacts directory and contact associations with applications


If your goal is to manage alerts where your incidents live, the Alerts module now gives you that natively in ServiceDesk Plus.

Regards,
Siddharth,
ManageEngine ServiceDesk Plus.