Custom Actionable Alerts: Capabilities, Questions and Answers


By: Michelle Sawa, Director of Product Research, Liongard

I recently hosted a webinar on Liongard’s newest, game-changing feature, Custom Actionable Alerts. Special thanks to partners Matt Lavoie and Ed Newland from Usherwood Office Technology and Jesse Burke from Portland Internetworks who graciously joined me to discuss the new feature and how other partners can take advantage of it.

With the current shift to remote working environments, MSPs are faced with many new challenges, including monitoring systems remotely. Unfortunately, most systems can’t monitor themselves or tell you when something doesn’t look right. This challenge brought us to our newest, most highly requested feature enchancement: Custom Actionable Alerts.

Our partners said, “Let us change anything about these system alerts, so we can minimize noise and focus on only the most important things!” We listened. Now, you can setup alerts on anything.  This full customization puts your experts in control and allows you to pinpoint any piece of data from any system to trigger alerts on what you want. Isolating what’s critical and what needs your team’s attention gives you a way to align your customers to your standards with the help of automation.

Whether you want to tweak one of the 314+ existing alerts in our library (like adjusting the priority thresholds for domain expirations, as Jesse has) or create a new rule from scratch based on your unique needs, Custom Actionable Alerts make it possible.

Our partners and attendees called out some of the alerts they’re excited to build or use, such as:

  • File paths to check database backups
  • Azure Active Directory password expirations
  • SQL backup job success
  • Detection of infected malware
  • RDP ports opened on firewalls
  • Internet domain expirations
  • Active Directory changes to privilege users
  • Office 365 unused or duplicate licenses
  • DUO users in bypass mode
  • Infected systems in Bitdefender

I’m not exaggerating when I say the possibilities are endless!

Benefits of Enhanced Flexibility

This added customization lets you tweak alerts per client, instead of “all or nothing” across the board, which is huge for MSPs. Matt has found that Roar’s ability to adjust ticket priority and look at a certain subset of information is extremely helpful. The flexibility of Custom Actionable Alerts also helps to:

  • Minimize noise. You set the rules, so you receive the alerts you care about, on your terms.
  • Reduce risk. Build security-focused rules for critical systems to mitigate risk.
  • Save costs. Scope alerts to fit your MSP’s complexities and reduce ticket time-to-resolution.
  • Differentiate your MSP. Create alerts that support your unique value proposition and keep your promises to your customers.

Your Questions, Answered

During the webinar, participants had a chance to ask us more about Custom Actionable Alerts. Here are some of the questions that came up, and our corresponding answers:

Q: Is there an autoclose of an alert if a condition is remediated?
A: Yes! Roar will close a ticket automatically once an issue is solved.

Q: Is there a shared library of rules that partners are creating?

A: This is currently on our roadmap. If you’re creating a rule that you think will be helpful to other MSPs, we encourage you to share it in our Roar User’s Network Slack #actionablealerts channel.

Q: Are actionable alerts fully supported with Autotask?
A: Yes! You can send tickets to different queues in Autotask with Roar.

To learn more about setting up Custom Actionable Alerts, check out our docs. If you have questions, feel free to reach out to our team using the Support tab in your Roar platform. There, you’ll be able to access our Slack community and our support desk.

Want to check the webinar our for yourself? Download it here.


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