Question
Infosys
IN
Last activity: 8 Sep 2022 14:17 EDT
How to know the urgency for list of events which are available in PDC
Need to know the urgency for list of events and which are available in PDC. For Ex: PEGA0010: Agent Disabled An agent has been disabled. Need to know urgency of the event whether like whether it falls under critical,high or low category etc details.
The below link contains events list:
Accepted Solution
Updated: 8 Sep 2022 14:17 EDT
Pegasystems Inc.
GB
Hello @BoddupallyV4081
We have discussed your requirement with the PDC SME's and it was determined that this topic is very subjective, ie for one client one alert is deemed highly critical, but for another organization, in another industry, that same alert would be deemed of low urgency, and therefore a clear-cut change cannot be decided for the product.
It's hard to say what is the level urgency for each event. We have binary urgent/not, but otherwise it might heavily depend on multiple factors. Say, PEGA0067. For some clients that would be a minor inconvenience, for some it might kill the purpose of the environment.
For Example – FTP failure may be bad but may not be considered critical unless these occur for a financial institution with time deadlines and penalties which relay on network transactions. On the other hand Outbound emails are often just noise – but at large Transportation companies if transport tickets do not reach school children on time, then they would be cut off from reaching educational institutions.
In the ‘event subscription’ UI we do offer an opinion on issues that we think are Critical - this is the guiding factor.
In all instances it is up to the client to create notifications for each kind of event, and assign those notifications to different people based on their own perceived level of urgency.
Hello @BoddupallyV4081
We have discussed your requirement with the PDC SME's and it was determined that this topic is very subjective, ie for one client one alert is deemed highly critical, but for another organization, in another industry, that same alert would be deemed of low urgency, and therefore a clear-cut change cannot be decided for the product.
It's hard to say what is the level urgency for each event. We have binary urgent/not, but otherwise it might heavily depend on multiple factors. Say, PEGA0067. For some clients that would be a minor inconvenience, for some it might kill the purpose of the environment.
For Example – FTP failure may be bad but may not be considered critical unless these occur for a financial institution with time deadlines and penalties which relay on network transactions. On the other hand Outbound emails are often just noise – but at large Transportation companies if transport tickets do not reach school children on time, then they would be cut off from reaching educational institutions.
In the ‘event subscription’ UI we do offer an opinion on issues that we think are Critical - this is the guiding factor.
In all instances it is up to the client to create notifications for each kind of event, and assign those notifications to different people based on their own perceived level of urgency.
Be informed that our documentation team have now tasked themselves with your feedback in order to provide improved guidance in event subscription for PDC documentation in future releases.
Pegasystems Inc.
GB
@BoddupallyV4081 are you asking for a more granular drill-down of the column 'Urgent event?'?
Can you clarify why the 'yes' vs 'no' definition of Urgent event? is not sufficient?
How would you classify the differences between critical, high or low categories?
Infosys
IN
@MarijeSchillern , actually I have configured few events from the above mentioned events list in PDC. Now this PDC is integrated with Pagerduty platform. As PagerDuty receives events from PDC which in turn creates an alert and an associated incident in PagerDuty. In order to evenly distribute the incidents resposibilities in Pagerduty we are planning to introduce the dedicated escalation policy for a service in pagerduty. So taking this point into consideration we wanted to know few details like how the urgency for the particular event can be decided. If we know the urgency of the event like whether it is of type critical,high,low etc. we would like to give desired amount of time period in escaltion policy at Pagerduty. Regards, Vishwanath.
Pegasystems Inc.
GB
@BoddupallyV4081 Thanks for these additional insights.
I'll see if I can find a PDC SME to check if this is a viable enhancement request for possible inclusion in future Pega versions.
Accepted Solution
Updated: 8 Sep 2022 14:17 EDT
Pegasystems Inc.
GB
Hello @BoddupallyV4081
We have discussed your requirement with the PDC SME's and it was determined that this topic is very subjective, ie for one client one alert is deemed highly critical, but for another organization, in another industry, that same alert would be deemed of low urgency, and therefore a clear-cut change cannot be decided for the product.
It's hard to say what is the level urgency for each event. We have binary urgent/not, but otherwise it might heavily depend on multiple factors. Say, PEGA0067. For some clients that would be a minor inconvenience, for some it might kill the purpose of the environment.
For Example – FTP failure may be bad but may not be considered critical unless these occur for a financial institution with time deadlines and penalties which relay on network transactions. On the other hand Outbound emails are often just noise – but at large Transportation companies if transport tickets do not reach school children on time, then they would be cut off from reaching educational institutions.
In the ‘event subscription’ UI we do offer an opinion on issues that we think are Critical - this is the guiding factor.
In all instances it is up to the client to create notifications for each kind of event, and assign those notifications to different people based on their own perceived level of urgency.
Hello @BoddupallyV4081
We have discussed your requirement with the PDC SME's and it was determined that this topic is very subjective, ie for one client one alert is deemed highly critical, but for another organization, in another industry, that same alert would be deemed of low urgency, and therefore a clear-cut change cannot be decided for the product.
It's hard to say what is the level urgency for each event. We have binary urgent/not, but otherwise it might heavily depend on multiple factors. Say, PEGA0067. For some clients that would be a minor inconvenience, for some it might kill the purpose of the environment.
For Example – FTP failure may be bad but may not be considered critical unless these occur for a financial institution with time deadlines and penalties which relay on network transactions. On the other hand Outbound emails are often just noise – but at large Transportation companies if transport tickets do not reach school children on time, then they would be cut off from reaching educational institutions.
In the ‘event subscription’ UI we do offer an opinion on issues that we think are Critical - this is the guiding factor.
In all instances it is up to the client to create notifications for each kind of event, and assign those notifications to different people based on their own perceived level of urgency.
Be informed that our documentation team have now tasked themselves with your feedback in order to provide improved guidance in event subscription for PDC documentation in future releases.
Infosys
IN
@MarijeSchillern. Thanks for the in detailed response for my query.
Regards, Vishwanath
Updated: 8 Sep 2022 14:17 EDT
Pegasystems Inc.
US
Thanks for replying @BoddupallyV4081!
If @MarijeSchillern's reply solved your inquiry, please click "Accept Solution" on her reply to close out your question.
Thanks!