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IT Alerting (Everbridge)

IT Alerting (Everbridge)

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Description:

 

The IT Alerting Service (ITAS) uses Everbridge Mass Notification to actively notify registered contacts of ITS critical incidents managed by University Data Center (UDC). In this context, active notification refers to message projection methods like email, voice mail, or SMS, while passive notification refers to posting on the ITS Alerts & Outages website.  Using UT Enterprise Authentication single sign-on, invited contacts can self-manage their notification preferences. Designated and trained ITS UDC staff use ITAS to send notifications to contacts.  Notifications may be sent through text messages, pagers, cell phones, landline phones, mobile device apps, and email.  ITAS also manages emergency bridge lines to assist in crisis management. 

 

Audiences:

 

Subscribers: Network Technical Support Contacts (TSCs), departmental IT contacts, and IT principals (directors, managers, system administrators) who want to be notified of IT alerts managed by UDC.

 

HR Managers: Subscribers are added by HR managers at the time of hire through SailPoint IIQ (prod | test | qual), or upon request by ITS Service Desk staff through the support email funnel below.

 

Service Managers: ITS CSS (Information Technology Services, Customer Support Services) staff who support the subscribers and HR Managers.

 

Alert Managers: UDC (University Data Center) staff manage IT alert notifications with the service.

 

Support:

 

Contact the ITS Service Desk for support.

 

FAQ:

What is the IT Alerting Service?

This service allows you to opt-in to receive UT Austin Information Technology (IT) notifications via mobile app, email, text messaging, and more.

When will it be used?

This service will be used to notify you about IT incidents. This service provides notification for the three highest levels of incident:

1. Catastrophic Level Alerts
2. Critical Level Alerts
3. High Level Alerts

Follow this link to find the classification of services among these levels.

How can I subscribe to the IT Alerting Service?

Contact the ITS Service Desk to subscribe or unsubscribe.

How do I use the Everbridge app on my mobile device?

Download the Everbridge app; to enroll, search for "UT Austin IT Alerts" or the terms "utaustin" "texas" "bevo". You must login at at the provided Single Sign On (SSO) page, which will require 2-factor authentication.


Will I still get notifications if I don't complete registration?

Your account was created with your UT EID and your UT Austin email. By default, that account will receive notifications via email unless you change your profile to another notification method, or remove all contact information from your profile.

What if my phone number or email address changes?

The service is only as good as the information you provide. If your contact information changes, you can always visit your profile (http://alerting.its.utexas.edu) and update your information.

Will my contact information be shared with others?

No. The information that you provide will be used only for notification purposes. We will not give or sell your contact or location information to any vendor or other organization.

How do I stop receiving notifications?

You can stop receiving notifications at any time by removing all contact information from your profile. Contact the ITS Service Desk to delete your profile.

Known Issues:

SMS Short Code shared with CSAS alerting system.

The SMS short code (the "number" listed as the source of a mass generated text message) for ITAS is the same as the UT Austin Campus Safety and Security text alerts system (see Text Alerts at this link).  This means that for subscribers who choose to have IT alerts sent by text message, those messages will have the same sender as Text Alerts sent by University Emergency Communications.  This is due to the fact that both systems are provided by the same vendor, Everbridge.  There is no resolution for this issue.

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