August 07, 2019

Driving action with new alerts in Datto RMM

By Frederick Bendžius-Drennan

Datto RMM’s seventh release this year includes multiple new features to help technicians get day-to-day jobs done in the New UI more efficiently. In this article, we’ve focused on the new alerts page and our considerations and vision for how this new page can drive action through instant understanding, and save time for technicians using RMM.

Every day, RMM tracks and processes over 5 billion metrics and packages them up as outputs such as alerts which help technicians make more informed decisions. This data can be business-critical - support issues are normally time-sensitive, requiring prompt diagnosis and resolution. RMM alerts contain a lot of data, so an important step is ensuring the information presented to users is relevant, contextualised, and actionable. How do we ensure users have access to the right information, in the right place, at the right time?

One way we have addressed this requirement is adding a clear structure. The title and overview areas provide at-a-glance information about what an alert might be about, with all alerts now titled according to the semantic [Priority] [Category] Alert On [Device Name] - mirroring the key information presented in widgets on the Dashboards. Use of colour to communicate urgency, along with easy-to-understand timestamps also reduce the amount of time it takes to understand key information. 

Image: A new alert in the Datto RMM New UI

Another new section on the alerts page is the Open Device Alerts Card, adding context to the alerts page. Whilst many alerts are isolated incidents, many are part of a wider problem on a device. Showing key information about other alerts open on that device, along with seamless navigation to review more details, helps decrease the time to troubleshoot and connect all the dots.

Finally, we have also introduced the Timeline Card. Alerts contain a lot of information, and due to RMM’s advanced policy-based responses, alerts can also take steps automatically to self-heal common problems. The timeline presents alert-related activity in chronological order to aid in understanding. Along with easy-to-understand timestamps, this helps users understand and orientate themselves against what has already happened since the alert triggered, putting them in a good place to decide next steps.

Along with remote actions, such as initiating a Web Remote session - our new HTML5 remote takeover technology - the goal with the new alerts page is to enable technicians to understand an issue, decide next steps, and take action to fix customer problems as quickly as possible. We’ve got plenty more features we plan to add to the new alerts page, so we’re open to feedback! Please use the ‘Send Feedback’ option within the New UI or post on the Datto Community.

Read the Datto RMM 7.4.0 release notes here.

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