Setting Actions for Barracuda Content Shield Alerts

When you add an alert configuration to a Barracuda Content Shield policy, you can set the following actions for the alert:

• Put the alert in a category.
• Set the severity of the alert.
• Set the alert to create a trouble ticket.
• Set the alert to send an email.
• Set the trouble ticket to escalate automatically.

To identify the category of a Barracuda Content Shield alert

1. In Service Center, click Service Delivery > Policies > Content Shield.
2. Click a policy name.
3. Click the Settings tab.
4. Click the title of the alert configuration.
5. In the Alert Categories, Actions and Notifications area, click Categorize Alert.
6. Do one of the following:
   • To choose one category, in the box on the left, click a category for the alert, then click the  button.
   • To choose multiple categories, in the box on the left, hold down Ctrl and click all the categories you want for the alert, then click the  button.
   • To remove a category, in the box on the right, click a category, then click .
7. Click OK.

To set the severity of a Barracuda Content Shield alert

1. In Service Center, click Service Delivery > Policies > Content Shield.
2. Click a policy name.
3. Click the Settings tab.
4. Click the title of the alert configuration.
5. Click the Alerts tab.
6. Click the name of the alert.
7. In the Alert Categories, Actions and Notifications area, in the Severity list, select a severity.
8. Click Save.

To create a trouble ticket for a Barracuda Content Shield alert

You have two options for the priority of trouble tickets generated by Barracuda RMM alerts. Do one of the following:

• Use the Global Default—Generated tickets use the default value displayed in the Ticket Priority box. You can set the global ticket default using the Setting the Default Priority for Trouble Tickets Generated by Alerts procedure.
• Set a ticket priority—Select a ticket priority of Low, Medium, or High in the Ticket Priority box.

1. In Service Center, click Service Delivery > Policies > Content Shield.
2. Click a policy name.
3. Click the Settings tab.
4. Click the title of the alert configuration.
5. In the Alert Categories, Actions and Notifications area, click the Create Trouble Ticket check box.
6. Click Save.

To send an email for a Barracuda Content Shield alert

The alert email sent to users includes information such as:

• Alert type.
• Severity of the alert.
• Details of the alert.
• Ticket details, if configured.
• Remedial steps, if configured.
• Links to knowledgebase articles with more information, if configured.

In most cases, the alert email also includes buttons that initiate suggested actions to correct the problem.

1. In Service Center, click Service Delivery > Policies > Content Shield.
2. Click a policy name.
3. Click the Settings tab.
4. Click the title of the alert configuration.
5. In the Alert Categories, Actions and Notifications area, click the Send Email check box.
6. Select one of the following:
   • All users—Use to send an email to all users whose role is to receive alert notifications.
     By default, Administrators and Technicians receive alert notifications by email.
   • Specify email addresses—Use to specify certain recipients who should be notified. In the From box, type the email address from where the alert is emailed.
7. In the Alert Emailed From area, type the name of the email address that will appear in the From box. By default, this email address is alert@yourservicecenter1.com.
8. Click Save.

To automatically escalate a trouble ticket for a Barracuda Content Shield

You can escalate an alert. This means that if an alert has not been cleared in a set amount of time, you can send an email to bring it to the attention of another user. Typically this is used so that unresolved high-priority alerts are viewed by a second-level technician or the business owner.

1. In Service Center, click Service Delivery > Policies > Content Shield.
2. Click a policy name.
3. Click the Settings tab.
4. Click the title of the alert configuration.
5. In the Alert Categories, Actions and Notifications area, click the Escalate Alert check box.
6. Select a time after which the alert escalation will take effect.
7. Do one or both of the following:
   • To set a time for the alert to be escalated, type numbers in the Hours and Minutes boxes.
   • To send an email, select the Send Email check box. See To send an email for a Barracuda Content Shield alert.
8. Click Save.