Route notifications

Witina sends a notification when an incident opens, when its severity goes up, and, if you ask for it, when it’s resolved. Acknowledging an incident doesn’t notify anyone. Your own notifications are under Notifications in the navigation, and organization routes under Organization Admin → Notifications.

There are two layers:

Your own rules decide what reaches you.
Organization routes send incidents to shared destinations, such as a customer’s team mailbox, a Slack or Teams channel, or your ticketing system, regardless of anyone’s own rules.

Your own notifications

Every member starts with four rules:

everything, in the app
email about approvals, items assigned to you, and problems with changes
email about incidents of High severity and above
browser push about incidents of High severity and above

To change them, go to Rules. Add rule asks:

Send me: In-app, Email, or Push.
To: which of your email addresses.
Send: immediately, or, for email, as an hourly, daily, or weekly digest.
Severity: the lowest severity, and optionally the highest.
About: which kinds of events.
Where: conditions on customers, regions, or tags; see Conditions.
Tell me when these resolve, too.

Your destinations

Under Destinations:

Your account email is already confirmed. To add another address, choose Add; Witina emails it a confirmation link.
Under Push notifications, choose Enable push on this browser. On an iPhone or iPad, add Witina to your Home Screen first.

Organization routes

Routes send incidents to shared destinations.

Go to Organization Admin → Notifications → Shared destinations, choose Add destination, and choose its kind; see Shared destinations.
Go to Organization Admin → Notifications → Routing and choose Add route:
- Name.
- Send to: one or more confirmed destinations.
- Administered by: who can edit the route. This doesn’t change what it matches.
- Severity: the lowest severity to send. The default is High.
- About and Where: what the route matches.
- Send resolutions here, too.
Choose Save route.

A route sends whatever matches, regardless of anyone’s own rules or mutes.

Shared destinations

Kind	What to enter	Before it’s used
Email address	The address	Witina emails it a confirmation link.
Webhook (HTTP POST)	The URL	Choose Test & verify; the test must succeed.
Slack incoming webhook	The webhook URL from Slack	Choose Test & verify.
Microsoft Teams webhook	The URL of a Teams Workflows webhook	Choose Test & verify.

Slack gets a message with the incident’s title and details.
Teams gets a card with an Open in Witina button.
A webhook gets a JSON POST with these fields: eventId, organizationId, category, severity, title, body, link (to the incident in Witina), sourceType, and sourceId. Use it to open tickets in your ticketing system, or anything else that takes a webhook.

Slack and Teams aren’t available in the self-hosted trial.

A route per customer

To send a customer’s incidents to the customer’s own team, add a Where condition on the customer’s division. A route administered by a customer’s division only ever sees that customer’s incidents.

Check a route

Under the routes, Preview who gets notified shows who an example incident would reach: choose what it’s about, its severity, and what it affects, then choose Check.

Conditions

Rules and routes use the same conditions. Each one picks Divisions, Regions, Tags on affected devices, regions, or divisions, or Tags on the alert that fired, and says whether the incident is affecting or confined to them, and whether it is or is not.

A tag on a region or a division counts for every device in it. To route by customer tier, for example, tag each customer’s division tier: gold once and route on the tag, instead of listing customers in the condition.

Several choices inside one condition mean any of them. Separate conditions must all match.

Delivery

Delivery log lists the notifications sent to you.
On an incident’s page, Notifications lists every delivery for that incident, and Why? explains each one.
Failed deliveries are retried three times, over about half an hour. For a webhook, Slack, or Teams, that covers timeouts (after 10 seconds), server errors, and rate limits.
To avoid flooding a destination, Witina sends at most one notification about the same incident every 5 minutes. When more than two incidents arrive within a minute, it sends a summary instead. Neither applies to in-app notifications.