13. Problem acknowledgment

    Overview

    If a user gets notified about a problem event, they can go to Zabbix frontend, open the problem update popup window of that problem using one of the ways listed below and acknowledge the problem. When acknowledging, they can enter their comment for it, saying that they are working on it or whatever else they may feel like saying about it.

    This way, if another system user spots the same problem, they immediately see if it has been acknowledged and the comments so far.

    This way the workflow of resolving problems with more than one system user can take place in a coordinated way.

    Acknowledgment status is also used when defining . You can define, for example, that a notification is sent to a higher level manager only if an event is not acknowledged for some time.

    To acknowledge events and comment on them, a user must have at least read permissions to the corresponding triggers. To change problem severity or close problem, a user must have read-write permissions to the corresponding triggers.

    There are several ways to access the problem update popup window, which allows to acknowledge a problem.

    • You may select problems in Monitoring → Problems and then click on Mass update below the list

    • You can click in the Ack column showing the acknowledgment status of problems in:

      • Monitoring → Problems

      • Monitoring → Problems → Event details

      • Monitoring → Screens (Host group issues, Host issues, Problems by severity elements)

    The Ack column contains either a ‘Yes’ or a ‘No’ link, indicating an acknowledged or an unacknowledged problem respectively. Clicking on the links will take you to the problem update popup window.

    • You can click on an unresolved problem cell in:

      • Monitoring → Dashboard (Trigger overview widget)

      • Monitoring → Screens (Trigger overview element)

    Updating problems

    The problem update popup allows to:

    • comment on the problem

    • view comments and actions so far

    • change problem severity

    • acknowledge/unacknowledge problem

    All mandatory input fields are marked with a red asterisk.

    Display

    Based on problem update information (acknowledgment, etc.) it is possible to configure update operations - send message or execute remote commands.