For alerts, we could choose to get a text message, app notification, or a phone call. The phone calls were very unusable, because it just read a bunch of numbers, like an ID of the alert. If there was a way to customize the phone call message, that would be great.

Later, we would try to read the message, but it wasn't great at reading that.

They had some sort of internal chat functionality where if we got an alert, we could write to somebody else and ask them for help, but that was super cumbersome. There could be improvements with communicating an incident or alert.

Imagine you call the help desk and you say that your computer is broken and then they say, "Actually, the internet is broken, so let us forward your alerts to the network people." And the network people say, "Actually, the electricity is the problem, so let us forward it to the electricity people." Basically, you could send the alert between the support teams inside the company.

The third-party configuration tool could be easier to use. The solution is not compatible with most of the tools in the monitoring world so a third-party tool is needed in between.

The solution could move to the next level by providing a ticketing tool similar to ServiceNow. There should be no need to integrate or work with multiple tools. Administrators and users would prefer using one tool that is a mix of alert and ticket abilities with a dual dashboard view. 

The solution can be improved by including a wider list of permissions.

In reporting, being able to group by alerts and group by products would be good. They should put this in the titles of the alerts that come in, and make the report a little longer or a little more granular. With some of the reporting areas, we'd like to see some improvement with incident trends. Incident frequency kind of gets in that direction, but with incident frequency, you can only can move it around and it needs work. Also, being able to retain data for longer.

The other area is in the Timeline, being able to back up through the Timeline a little further and easier would be helpful. Of course, you can always do a post-mortem report to get there.

Generally, me being operations manager, I'm always interested in getting data out of the system as far as reporting goes, because I have VPs and CIOs that are asking for data, so I might be a little biased towards reporting improvements.

The other input I would have is in the users' area, when you're in Settings. The ability to search for a user by name would be handy, because you get a list of folks there, and sometimes it's hard to sort through that, so if you had a search box for users, that would be awful handy, especially when you get out to a hundred users, trying to scroll through a list of a hundred users, trying to find the one you're looking for. If it was a text sensitive text box for searches, type in "AR" and it starts filtering it out for you, that would help.

User management has to be improved and more user types need to be added as there is currently only Admin or User.

The timeline display should be improved as currently you need to scroll down the incident list to find a specific incident. As of now, there is no dashboard which shows you the numbers of incidents and their state - Open, Resolved, Acknowledged, etc.

Because we're in the beta program, we've submitted quite a bit of changes that we'd like for them to do. They actually included us in that process. The only feature that we are currently waiting on right now is really kind of an annoyance factor: when we get on the timeline on the main dashboard, there’s an ACK All button. It should not have the ability to ACK others' alerts, but only your own. I have sent several emails to their DevOps group and support about it.

It's something we've brought up twice with them now. After the second time, they really took it seriously. From what I heard from the product team, we weren't the only ones to complain about that. Now that other customers are saying something about it, they've really said, "Okay yeah, we need to do something about this." And they are, and I believe that they will.

Everything they've ever said that they're going to do, they've done it.

Should have more YouTube webinars.

More support is needed for customization in the Transmogrifier for fetching dynamic content from URL.

One thing which we would like is an improvement to the history log on the main page. There is some history, and I think you can filter it, but the filtering options are not sufficient for us. We would like to have more options. You can find some history records for the previous two or three days, but you cannot dig into them. For example, you cannot find logs that are a week old. Another example is that you cannot check the incidents created in VictorOps from the previous Friday. This is one limitation that they need to fix.

When I plan according to the schedule in the platform, for some reason I'm sometimes not able to change the on-call duty person. For example, if I want to remove a person who is currently on-call and assign the on-call duty to someone else from my team, it's not possible. I need to log out and log back in first. Maybe it is browser-related, I'm not sure, but this is something that causes me difficulties from time to time.

At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap.