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.

    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 acknowledging a problem.

    • You may select problems in Monitoring → Problems and then click on Mass update below the list
    • You can click on Update in the Update column of a problem in:
      • Monitoring → Problems
      • Monitoring → Problems → Event details
    • You can click on an unresolved problem cell in:
      • Dashboards (Trigger overview widget)

    The popup menu contains an Update option that will take you to the problem update window.

    Updating problems

    • comment on the problem
    • change problem severity
    • suppress/unsuppress problem
    • acknowledge/unacknowledge problem
    • change symptom problem to cause problem
    • manually close problem

    All mandatory input fields are marked with a red asterisk.

    Display

    Based on acknowledgment information it is possible to configure how the problem count is displayed in the dashboard or maps. To do that, you have to make selections in the Problem display option, available in both and the Problems by severity dashboard widget. It is possible to display all problem count, unacknowledged problem count as separated from the total or unacknowledged problem count only.