Learn about the latest OneVue release and recent announcements.
In addition to general improvements, we have 4 main features in the March 16 release:
Stopping reminders after 5 days
For sensor alerts, OneVue delivers an initial notification of an issue (out of range, low battery, unresponsive) and best practice is to acknowledge the alert in OneVue and correct the issue. In some cases, there is a delay in fixing the problem so OneVue sends reminders as long as the alarm condition persists.
After a recent experiment to include links to the acknowledge page in text messages, we did an extensive evaluation of our messaging rates. We found that upwards of 90% of the phone and text messages are reminders and that many of them are weeks to years old! We will be taking action to stop all reminders after 5 days with an option to revisit this timing in the future. Please take alerts from OneVue seriously and take action to correct the issue.
Given that so many accounts have such a high number of alerts that are not being actioned, we strongly recommend speaking to your Primex representative about upgrade opportunities which include account reviews. We can quickly point you to assets or alerts that are creating alarm fatigue or leaving you blind to risk. Please let us know how to best help you optimize your account.
As a reminder, for long-standing issues (e.g. refrigerator requires extensive maintenance and contents have been moved), consider changing the state (link: https://support.primexinc.com/hc/en-us/articles/360052788094-Change-the-state-of-a-sensor) to suspended. As a reminder, when suspended, an asset:
- acknowledges and ends any active alerts
- does not generate alerts for the asset
- does not monitor the readings or sensor device operating conditions
- continues to log and store readings and sensor device operating conditions - continues to show status changes only
Please remember to change the sensor state back to active when it is in service again.
When do alerts escalate?
Acknowledgements have no effect on the escalation timing. If an alert persists for your escalation timeline - regardless of what activity has occurred - the escalation notification will be sent.
In order to prevent mistakes like that that slowed report generation, we’ve introduced limitations to the report profile pages. Now if you want to run daily reports, you’re limited to 6 days or less. Weekly reports are limited to 3 weeks or less. Monthly reports are limited to 12 months or less.
Remember that manual reports can be run with any date range. Note that all reports are archived in OneVue and available via the Report page under a History column.
What does a missed alert or false alert message mean?
We formerly sent ‘missed alert’ and ‘false alert’ emails that were confusing to users. We have reworded those messages to be more clear. We offer example scenarios below to describe situations where these alerts are relevant and what actions you could take upon receipt.
Delayed alert (formerly missed alert) – OneVue reports readings on a schedule or when an asset goes into or out of its normal range. Let’s consider an asset with a normal range of 2-8C.
2:00 – Asset records a reading of 8.2 C and attempts to report into OneVue that it is out of range. It is unable to connect.
2:10 – Asset returns to 7.9 C and attempts to report into OneVue that it is back in range. Both the 2:00 and 2:10 readings are delivered together during this check in.
2:10 – OneVue sends a ‘delayed alert’ message because the asset is back in range but the 2:00 reading didn’t trigger an alert.
Delayed return to normal (formerly false alert): OneVue reports readings on a schedule or when an asset goes into or out of its normal range. Let’s consider an asset with a normal range of 2-8C.
1:00 – Asset records a reading of 8.2 C and reports into OneVue that it is out of range.
1:30 – Alarm delay of 30 minutes has expired and asset remains out of range. OneVue begins sending alerts.
1:42 – Staff have visited the asset and closed the door.
1:44 – Asset records a reading of 7.9 C and attempts to report to OneVue that it is back in range. Unfortunately, there is a connectivity problem and the sensor cannot successfully deliver the reading taken at 1:44.
1:45 – Reminder sent from OneVue as it has not received the in-range reading at 1:44.
2:30 – Sensor connects to network and delivers a reading from 1:44. OneVue notes that the reading was delivered late and the reminder sent at 1:45 was unnecessary. The event history of the sensor will display the correct timing.