You can use Delays when creating alerting rules to set up on-call schedules and elevation hierarchies. Using delay will allow you to specify that if an event is not acknowledged in a certain amount of time, then send email to the next person in the hierarchy. You accomplish this by filtering on event state ('New' not acknowledged) and adding a delay. Create an alerting rule for the tier 1 support person that does not have a delay so they find out immediately and can acknowledge the event if possible.
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Create a second alerting rule (this one will be for the tier 2 person in the hierarchy) and enable it.
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Use the 'where' clause to say this rule is only in effect for events that have not been acknowledged.
Delay = 300 (in seconds, 5 minutes)
In the Where area,
Production State = Production
Severity >= Error
Event State = New
This rule now says fire this alert if there is an event in the system that is New (not acknowledged) for 5 minutes send email to this user.
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Click the Message tab and in the Message (or subject) field enter the following:
[Zenoss-delayed] %(device)s %(summary)s
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In the Clear message (or Subject) area, enter the following.
[Zenoss-delayed] CLEAR: %(device)s %(clearOrEventSummary)s
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Click the Schedule tab to edit the schedule. You can tell the rule to only be active when this user is on call (remember each alerting rule is user based).
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In the Add field enter a name for the new schedule.
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The new schedule appears in the list. Click the name of the new schedule.
Name = name of the new schedule
Enabled = True
Start = whenever you want the rule to start
Duration = how long you want this rule to be in effect
Repeat = number of times to repeat the schedule
Every = how many of the time periods to repeat for
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Click Save.
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