Notification Router

Router Overview

The StackFlow Notification Router is the event-driven engine that determines who gets notified about what, via which channel. When an ITSM event occurs (incident created, state changed, SLA warning, etc.), the router evaluates configured rules to determine the recipient list and delivery channels. The router supports email (SES), in-portal notifications, SNS fan-out, and webhook delivery.

⚙️ Minimum Requirements

DynamoDB: StackFlow_NotificationRule table with event type and condition mappings
SQS: StackFlow-NotificationDispatch.fifo queue consumed by StackFlowNotificationRouter Lambda
EventBridge: Events bus stackflow-events with rules targeting the notification SQS queue
Lambda: StackFlowNotificationRouter with ses:SendEmail and sns:Publish permissions

Notification Events

Event	Trigger	Default Recipients
`incident.created`	New incident created	Reporter, assigned user
`incident.assigned`	Assignment group/user changed	New assignee
`incident.state_changed`	State transition	Reporter, assignee
`incident.comment_added`	Public comment added	Reporter (if from agent)
`sla.warning`	SLA 75% elapsed	Assignee, group manager
`sla.breach`	SLA breached	Assignee, manager, escalation group
`change.approval_requested`	Change awaiting approval	Configured approver(s)
`major_incident.declared`	MI declared	IT leadership group

Routing Rules

{
  "notification_rule": {
    "event": "incident.created",
    "conditions": [{"field": "priority", "operator": "in", "value": ["P1", "P2"]}],
    "recipients": [
      {"type": "field", "field": "reporter"},
      {"type": "field", "field": "assigned_user"},
      {"type": "group", "group": "management_oncall"}
    ],
    "channels": ["email", "portal", "sns"],
    "template": "incident_created_priority_high"
  }
}

Channel Configuration

Each notification channel requires separate configuration. Email uses SES templates. In-portal notifications appear in the notification bell in the top bar. SNS delivery fan-outs to subscribed endpoints (email, Lambda, SQS, HTTP, SMS). Webhook delivery sends a POST request to a configured URL with the notification payload as JSON.

Slack Integration: Connect Slack as a notification channel by configuring a webhook URL from your Slack workspace. P1/P2 incidents can post directly to a dedicated #incidents Slack channel with a formatted message including incident details and direct link.

Testing Notifications

Test notification delivery in Admin → Notifications → Test Notification. Select an event type, fill in sample data, and click Send Test. The test notification is delivered via all configured channels for that event type. The delivery status (sent/bounced/failed) is shown in the test result panel.

← Previous

Email-to-Ticket

Inbound email routing rules

SLA Alerts

Breach notification configuration