Email

Oppex sends two kinds of incident email. Alert emails go to the person an incident is assigned to, when the escalation policy includes email. Service notification emails go to a fixed list of addresses, such as a team mailing list, whenever something happens to an incident on that service.

To create incidents by sending email to Oppex, see Email in Integrations.

Receive alert emails

1. Open Policies and edit the escalation policy.
2. Under Setup Preferred Contact Methods, make sure Email is selected in Contact Method.
3. Save the policy.

Oppex then emails each person the policy pages, at the address they sign in with. The email comes from Oppex Alert (no-reply@mailer.oppex.ai) and has Acknowledge and Resolve buttons that work without signing in. See Email alerts for what the email contains.

Allow the sender in your spam filter

Add no-reply@mailer.oppex.ai to your allowed senders, so alerts are not filtered out.

Send a service's updates to a list of addresses

1. Open Services and click the service, for example Telemetry Gateway.
2. Under Notifications, select the Email tab.
3. In Notification Emails, type an address and press Enter. Repeat for each address.
4. Open Notification Events and select the events to email: Triggered, Assigned, Acknowledged, Service Change, Severity Change or Resolved.
5. Click Save Changes. When you set this up while creating a service, click Create Service instead.

A new service starts with Assigned and Resolved selected.

Addresses must be in your organization's approved domain

Oppex only accepts notification addresses in your organization's approved email domain. To reach someone outside it, use a mailing list inside your domain that forwards to them.

Service notification emails do not page anyone and do not change the escalation. The person the incident is assigned to still receives their own alerts from the escalation policy.

FAQ

Which address do alert emails go to?

The email address the person signs in to Oppex with. It is shown under Settings → Personal and cannot be changed there.

Can I resolve an incident from the email?

Yes, with the Resolve button, unless your organization requires a root cause analysis before resolving. In that case the email has no Resolve button, and you resolve the incident in Oppex.

How long do the email buttons work?

Seven days. After that, open the incident in Oppex.