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SIGNL4, by Derdack, is mobile alerting for on-call teams: an alert rings the technicians on duty by app push, SMS and voice call until one acknowledges it. Connect it once with an API key, and Neo agents can page your team and read what happened to each alert.

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What Neo can do with SIGNL4

  • Page the technicians on duty when an urgent ticket arrives after hours, with the ticket’s details in the alert
  • Write on the ticket when the alert went out, when it was delivered and acknowledged and by whom, and when work on the ticket began, so you can report on after-hours response
  • Answer who is on call now or on a date, from SIGNL4’s duty schedules and shifts
  • Acknowledge, annotate, escalate or close an alert, and put a technician on or off duty, with the approvals your access profile sets

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How Neo ties an alert to a ticket

Each alert Neo raises carries the ticket in its external id. For HaloPSA the id is HaloPSA-<ticket id>, the same form SIGNL4’s own HaloPSA runbook uses, so Neo also finds the alerts that runbook raises. Before it pages, Neo checks for an open alert on the same ticket, so the team is not rung twice.

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Response times on the ticket

The page and the response times are two runs: the agent that pages writes “Escalated to SIGNL4” on the ticket at once, and a scheduled agent, such as one every 15 minutes, writes one internal note per alert once it is acknowledged and the ticket has its first activity:
Tell the agent in its instructions when you also want the minutes in a custom field. See SIGNL4 API for the permission groups.

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Next steps

Connect SIGNL4

Make a SIGNL4 API key and save it in Neo.