Service Monitor - Managing Subscribers

This article will teach you how to manage Service Monitor Subscribers, users who receive alert notifications via email or SMS. The Mimecast account and internal email systems are usually managed by these users.  

These subscriber settings are overridden by any alert notifications configured in the Configure Alerts tab.

Adding a Subscriber

To add a subscriber:

1. Access the Service Monitor. See Accessing the Service Monitor for further details.
2. Click on the Subscribers menu item.
3. Click on the Add New Subscriber button.
4. Complete the Subscriber Information section as follows:

   Field / Option	Description
   Name	Specify the subscriber's full name.
   Email	Specify the subscriber's email address. This should be the primary email address in your Active Directory. It will be used to log in to the Service Monitor and to receive email alert notifications.
   Alternative Email	Specify an alternate email address for the subscriber. This will receive alerts if they cannot be sent to the primary address. This should not be an internal company email address in case the company mail server is offline.
   Mobile Number	Specify the subscriber's mobile number. This enables them to receive SMS alerts. Enter the phone number in the standard international format (+xx to specify the country code, followed by your mobile number without the leading zero and with no spaces). For example, [phone]. Subscribers are not charged to receive SMS alerts.
   Password	Enter a password to enable the subscriber to access the Service Monitor. This password does not affect any Active Directory or cloud password.
   Confirm Password	Re-enter the password entered in the Password field.

5. Complete the Set Alerts for Queues / Services section as follows:

   Field / Option	Description
   Email	If selected, the subscriber receives alerts to the email address specified in the Subscriber Information section.
   Alternative Email	If selected, the subscriber receives alerts to the alternate email address specified in the Subscriber Information section.
   Mobile	If selected, the subscriber receives alerts to the mobile number specified in the Subscriber Information section.
   Only After Escalation	If selected, the subscriber is only alerted if the number of previous alerts for the service equals the Escalation Level value in the alert's configuration.

6. Click the Save button.

If you have more than one journal or directory service configured (e.g., two journaling services), all alerts for these services are sent to the subscriber.

Changing a Subscriber

To change a subscriber:

1. Access the Service Monitor. See Accessing the Service Monitor for further details.
2. Click on the Subscribers tab.
3. Click on the Edit button next to the subscriber's name.
4. Amend the subscriber's details and alert options as required.
5. Click the Save button.

Unlocking a Locked Subscriber

If a subscriber locks their account, you can unlock it. For example, an account is locked if a subscriber fails to log in five times in ten minutes (e.g., forgetting their cloud password).

To unlock a subscriber account:

1. Access the Service Monitor. See Accessing the Service Monitor for further details.
2. Click on the Subscribers tab.
3. Click on the Edit button next to the subscriber's name.
4. Deselect the Account Locked Out option.
   
5. Click the Save button.

Removing a Subscriber

To remove a subscriber:

1. Access the Service Monitor. See Accessing the Service Monitor for further detail.
2. Click on the Subscribers tab.
3. Click on the Delete button next to the subscriber's name.
4. Click the OK button in the confirmation dialog.