Automated SolarWinds Critical Incident Paging
Every few minutes, WebRun checks SolarWinds Service Desk for newly opened Critical priority incidents, sends the on-call engineer an instant Telegram page, and follows up with a Twilio SMS if the page has not been acknowledged within 10 minutes.
How do I make sure critical SolarWinds Service Desk incidents page someone immediately?
WebRun checks SolarWinds Service Desk every 5 minutes for new Critical priority incidents, pages the on-call engineer instantly on Telegram, and escalates with a Twilio SMS if the page goes unacknowledged for 10 minutes. This two-step paging closes the gap between an incident opening and a responder actually looking at it.
- Critical incidents get paged within 5 minutes of opening
- Unacknowledged pages automatically escalate to a second channel
- On-call engineers are reached without anyone watching the queue manually
Built for IT operations teams · service desk managers · infrastructure teams · MSPs
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
www.solarwinds.comin a real browser with your saved login - no setup, no API keys. -
1
SolarWinds Service Desk - find new critical incidents
solarwinds.com
WebRun opens SolarWinds Service Desk to find new critical incidents. - Open SolarWinds Service Desk and filter incidents to Critical priority
- Capture every new critical incident since the last check
- Note the affected service and assigned queue for each
Done when Every new critical incident is listed with its details.
-
2
Telegram - page on-call instantly
telegram.org
WebRun opens Telegram to page on-call instantly. - Message the on-call engineer for each new critical incident
- Include the incident number, affected service, and a direct link
- Mark the page time so a follow-up can be checked later
Done when The on-call engineer has an instant Telegram page for every new critical incident.
-
3
Twilio - escalate by SMS if unacknowledged
twilio.com
WebRun opens Twilio to escalate by SMS if unacknowledged. - Check whether the Telegram page was acknowledged within 10 minutes
- If not, send a Twilio SMS page to the same on-call engineer as backup
- Send this only to your own on-call number, never to a customer
Done when Every unacknowledged page has been backed up with an SMS.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does the SMS backup ever reach a customer?
No. Both the Telegram page and the Twilio SMS go only to your own on-call engineer's accounts. WebRun never contacts a customer as part of this workflow.
How quickly does a new critical incident get paged?
WebRun checks SolarWinds Service Desk every 5 minutes, so a new Critical priority incident is paged on Telegram almost as soon as it's created.
What stops a duplicate page for the same incident?
The SMS backup only fires if that specific incident's Telegram page went unacknowledged, so an already-handled incident will not page a second time.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.