Channels

Channels are the contact methods ITOC360 uses to notify you when an incident occurs or an alert is triggered.

Before you can be assigned to a team or placed on a schedule, you must define how you want to be reached.

This page allows you to manage your personal contact information, ensuring critical alerts reach you through the most effective medium, whether via a phone call, SMS, or email.

Supported Channel Types

ITOC360 supports multiple communication methods to ensure redundancy:

• Voice (Phone Call): The system places a call to your mobile or landline and uses text-to-speech to read the alert details.

  • Best for: Critical/High-severity alerts, waking up on-call engineers at night.

• SMS: Sends a text message containing the alert summary and a link to the incident details.

  • Best for: Quick context when you are away from a computer.

• E-mail: Sends a detailed notification including logs, charts, and extended descriptions.

  • Best for: Low-severity alerts or archiving incident details.

Adding a New Channel

To add a new contact method to your profile:

1. Navigate to Management > Channels.

2. Click the "Create Channel" button in the top right corner.

3. In the configuration modal, fill in the following fields:

   • User: Select the related user.

   • Type: Select the communication method (e.g., Phone Number, SMS, E-mail).

   • Label: Give this channel a recognizable label (e.g., "Personal Mobile", "Work Email").

   • Value: Enter the phone number or email address.

   • Locale: Select the language to use when contacting you through this channel.

   • Note: For phone numbers, always include the Country Code (e.g., +1 for US, +90 for TR).

4. Click Save to confirm.

Verifying Your Channels

To ensure reliability, ITOC360 requires you to verify every new channel before it can be used in notification rules or teams.

• For E-mail: Check your inbox for a verification email from ITOC360 and click the confirmation link.

• For SMS & Voice: You will receive a 6-digit One-Time Password (OTP) via text or call. Enter this code in the verification prompt on the screen.

Warning: Unverified channels will appear as "Pending" and will not receive alerts.

Best Practices

• Redundancy is Key: Do not rely on a single channel. We strongly recommend adding at least one Voice number and one E-mail address. Internet connectivity issues might delay emails, but voice calls often get through.

• Clear Naming: Use descriptive names for your channels (e.g., instead of just "Phone", use "Primary Mobile" or "Home Landline"). This helps when setting up specific notification policies later.