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Alerts: Understanding and Managing Notifications

Helvi
Updated

Alerts allow Eido to automatically notify you when issues are detected in your managed device environment. Instead of needing to constantly monitor the Eido platform, alerts send notifications to your preferred tools so your team can respond quickly to problems.

Alerts can be delivered through multiple destinations including email, collaboration platforms, and external systems such as ServiceNow.

Alerts are typically triggered when Eido detects issues related to device compliance, configuration policies, application deployments, patch status, or certificate expiry.

 

Creating an Alert

To create a new alert:

  1. Navigate to Admin > Alerts

  2. Click Create Alert

  3. Configure the alert settings

  4. Click Save

 

Alert Configuration

When creating an alert, you will need to configure the following fields.

Friendly Name

A descriptive name used to identify the alert configuration.

Alert Type

Choose the type of issue that should trigger notifications.

Available options include:

Device Issues

Issues related to device health including:

  • Compliance policy problems

  • Configuration policy issues

  • Managed application issues

  • Patch update issues

Certificate Issues

Issues related to Apple device certificates detected in the Certificates section.

 

Alert Conditions

Alert conditions determine which issues should trigger notifications.

Severity

Select the minimum severity that should trigger the alert.

For example:

Unhealthy – Medium

 

Device Alert Definitions

You can choose which issue categories should trigger alerts:

  • Compliance Issues

  • Config Policy Issues

  • Managed App Issues

  • Patch Overdue Issues

This allows alerts to focus only on the types of problems your team wants to monitor.

 

Notification Destinations

Alerts can send notifications to several destinations depending on how your organisation manages incidents. Each destination requires different configuration details, which are explained below.

 

Email

Email alerts send notifications directly to the specified email address.

Emails are automatically sent from:

noreply@eido.cloud

 

Microsoft Teams

To send alerts to a Teams channel, you must provide the Webhook URL for the channel.

This webhook is created using the Incoming Webhook connector in Microsoft Teams. How To?

Once configured, alerts will be posted directly into the selected Teams channel.

 

Slack

Slack alerts require a Webhook URL generated from the Slack channel where alerts should appear. How To?

 

Webhook

Webhook alerts allow you to integrate Eido with any system that supports incoming webhooks.

You will need to configure:

  • Webhook URL

  • Optional authorization header

  • Header secret (if authentication is required)

This option allows integration with monitoring platforms, automation tools, or custom workflows.

 

ServiceNow

Eido can automatically create records in ServiceNow when issues are detected.

Alerts are sent using the ServiceNow Table API, which means you can choose which table the alert should create records in. While many organisations create Incidents, you can also use other tables depending on your workflow.

Common examples include:

  • Incident (incident)
  • Case (sn_customerservice_case)

To configure the integration, provide the full ServiceNow Table API URL for the table you want to use.

Example for incidents:

https://<instance>.service-now.com/api/now/table/incident

Example for cases:

https://<instance>.service-now.com/api/now/table/sn_customerservice_case

You will also need to provide:

  • Username – a ServiceNow account with API access

  • Password – the password for the account

  • Short Description Template – the title used for the created record

  • Description Template – the content placed in the record body

  • Assignment Group Name – the group responsible for handling the issue

Optional settings include:

 

Use Device Primary User as Caller

If enabled, the ServiceNow record will use the device’s primary user as the caller. If the user cannot be found in ServiceNow, the Fallback Caller Email will be used.

 

Assign to Agent Email

Automatically assigns the record to a specific ServiceNow user.

 

Impact and Urgency

These values must match valid values configured in your ServiceNow instance.

 

ServiceNow Template Variables

When configuring ServiceNow alerts, you can use variables to automatically populate record fields with device and issue information. These variables can be used when creating records in any supported ServiceNow table, such as Incidents or Cases.

The following examples show how the variables can be used when configuring ServiceNow alerts.

 

Short Description Example

{DeviceName} - [{IssueSeverity}] {IssueType} Issue: {IssueName}

Example result in ServiceNow:

EXAMPLE-LAPTOP-01 - [Unhealthy - High] Compliance Issue: Device not compliant

 

Description Example

Severity: {IssueSeverity}
Issue Type: {IssueType}
Issue: {IssueName}
Issue Started: {IssueStart}
Issue Ended: {IssueEnd}
Customer: {EidoCustomerName}
Device Name: {DeviceName}
User Name: {PrimaryUserName}
User Email: {PrimaryUserEmail}
Device OS: {DeviceOperatingSystem}
Device Serial: {DeviceSerialNumber}
Device Last Intune Sync: {DeviceIntuneLastSync}
View Device in Eido:
{EidoDeviceLink}

Example result in ServiceNow:

Severity: Unhealthy - High
Issue Type: Compliance
Issue: Example compliance issue detected
Issue Started: 2026-02-10 14:32
Issue Ended: -
Customer: Contoso
Device Name: EXAMPLE-LAPTOP-01
User Name: Jane Doe
User Email: jane.doe@contoso.com
Device OS: Windows 11
Device Serial: ABC123XYZ
Device Last Intune Sync: 10 minutes ago
View Device in Eido:
https://app.eido.io/device/12345

 

Managing Alerts

Existing alerts appear in the Alerts list.

Alerts can be organised using the following tabs:

  • All Alerts

  • Tenant Alerts

  • Customer Alerts

From this page you can:

  • Review and edit existing alert configurations

  • Delete alerts

  • Create new alert rules

 

How Alerts Work with Issues

Alerts are directly connected to the Issues page.

When Eido detects a problem on a device, an issue is created in the Issues view. If an alert rule matches that issue, Eido automatically sends a notification to the configured destination.

This workflow allows administrators to move quickly from issue detection to alert notification to investigation and remediation.

For more information about investigating detected problems, see Issues: Viewing and Managing Device Issues

 

How To?

Click here to learn how to create an Incoming Webhook in Microsoft Teams.

Click here to learn how to create an incoming Webhook in Slack.

 

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