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Status Submitted
Workspace Instana
Categories Alert
Created by Guest
Created on Jul 3, 2026

RELATED IDEAS

Enable separate alert notification descriptions/templates for Open and Closed event states in Instana

Sobeys is using Instana alert notifications where the alert description includes operational instructions such as creating a ServiceNow ticket and contacting the on-call support team. In the reported case, the same description was displayed when the event was Closed, which caused confusion because the resolution notification still included instructions intended only for an active/open alert.

IBM Support confirmed that Instana currently uses the same event description content for both open and closed notifications. Support also confirmed that Instana does not currently support conditional messaging or separate templates for different event states, such as different text for open versus closed alerts.

Requested Enhancement

Add the ability in Instana alert configurations to define separate notification content based on event state, specifically:

  • One description/template for Open / Active alerts
  • A separate description/template for Closed / Resolved alerts
  • Optional conditional logic or variables based on event status

This enhancement would help customers reduce alert noise, avoid unnecessary escalations, prevent duplicate or inappropriate ticket creation, and improve trust in Instana alert notifications during incident lifecycle management.

Idea priority High

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