The OneVue alerting framework offers robust functionality to ensure the right person knows what's needed at the right time. An Alert Rule generates alert notifications to staff when a condition being monitored is in an an alarm state. An Alert Rule can also generate Alerts with alert resolutions that provide pre-defined corrective actions.
The primary components of OneVue alerting include:
An Alert Rule automates generating alert notifications to notify staff when a Monitored Asset is in an Alarm state. When in an Alarm state, an alert notification is sent to those specified in the Alert Rule, in either a text, email, or voice message. The content of the alert notification identifies the Monitored Asset and the condition that resulted in the Alarm state.
An Alert Rule also generates an Alert when a Monitored Asset enters an Alarm state. All alerts can be viewed from Monitoring > Alerts. If an Alert was generated by an Alert Rule with Alert Resolutions, staff can log their corrective actions taken taken to resolve the Monitored Asset's alarm condition from the alert's pre-defined resolutions.
Alert Rules have the flexibility send alert notifications with simple or team scheduling. Simple scheduling sends alert notifications to users based on a 24 hour, 365 day schedule. Team scheduling allows an Alert Rule to be assigned to a team, which sends notifications based on the team's shifts.
Each user sets their alert notification preferences from their user profile. A user can set their preferences to receive alert notifications in the form of a text, voice, or email notification. They may select all three methods if preferred.
OneVue also provides the ability to route voice alert notifications to an IVR system. You will commonly use this feature when your organization’s phone system requires that callers enter an extension number or select an option to reach a specific person, department, or central line.
Alert Resolutions are assigned to Alert Rules and contain pre-defined resolutions. When a Monitored Asset assigned to an Alert Rule with an Alert Resolution enters an Alarm state, alert notifications are sent to notify staff of the alarm condition and an Alert is created. From an Alert, staff can acknowledge the alert and log corrective actions taken to resolve the alarm condition.
A team in OneVue represents a group of users that are to receive alert notifications based on their work schedule. Teams allow alert notifications to be sent to staff based on the day of the week and time of the day.
In addition to alert notifications generated by an Alert Rule, one-time Missed Alarm or False Alarm alert notifications are generated when a state change is not transmitted to OneVue at the time it occurred. Commonly, a state change cannot be transmitted due to a device network connectivity issue.
Alert Rules are easy to set up and manage, including adding the Monitored Assets the rule applies to, specifying the alert types, adding who is to receive alert notifications (either by simple or team scheduling), one-time escalation notifications, and Alert Resolutions.
A Monitored Asset is required to be added to an Alert Rule to generate alert notifications and Alerts with alert resolutions. When adding a new Monitored Asset, be sure to add to to an Alert Rule.
To add, edit, or view an Alert Rule, go to Monitoring > Alert Rules.
An Alert Rule has various alert types that can be enabled or disabled. Commonly, the condition being monitored or the Primex device type indicates the alert types enabled. By default, all alert types are enabled.
For example, if your facility and IT staff are responsible for device battery maintenance and network connection issues, you would create an Alert Rule that only includes the unresponsive and battery alert types and add your facility and IT staff to the Alert Go To setting.
Who alert notifications are sent to
Within an Alert Rule, you specify who alert notifications go to. Alert notifications can be sent to your OneVue users, teams, or a business unit. You will want to add the staff that are expected to take action in response to the event or condition that resulted in the alert. When an Alert Rule is set to send alerts to a business unit, alert notifications are sent as a voice message to the business unit's phone number. At the start time of the alerting condition and all subsequent notifications, all users or business units added to the Alerts Go to setting receive an alert notification at the same time according to their alert preferences.
An Alert Rule's Alert Interval time period sets how frequent notifications are continuously sent during an alerting condition. If an alert is acknowledged, alerts resume at this frequency when the time period set in the Resume Alerts After has been reached.
As an example, an alert was activated at 1:00 PM and the Alert Interval is set to 15 minutes. An alert notification is sent every 15 minutes. However if the alert was acknowledge, alerts resume at this frequency once the Resume Alert After time period has been reached
Resume Alerts After
An Alert Rules's Resume Alert After setting is a great way to ensure that an alerting condition is not forgotten or missed after it's been acknowledged.
When an alert is acknowledged, alert notifications are temporarily suspended until the time period set in the Resume Alerts After setting has been reached.
As an example, if a user acknowledges an alert at 1:00 PM and the Resume Alerts After setting is to 1 hour, alert notifications resume at 2:00 PM and are sent based on the its Alert Interval frequency. If the alert is acknowledged again, it will resume notifications based on it Resume Alerts After frequency.
For Email Notifications, adds text to every alert message
Text entered is included in email notifications generated by the Alert Rule. Text or voice notifications do not include this additional information.
As an example, add information that includes processes or specific actions that staff is required to take or reference during an alerting condition.
An Alert Resolution is a group of pre-defined corrective actions (resolutions) assigned to Alert Rules. Alert Resolutions are created and managed by a user assigned to an admin role and accessed from Monitoring > Alert Resolutions.
When a Monitored Asset assigned to an Alert Rule with an Alert Resolution enters an Alarm state, an alert notification is sent and an Alert is created.
From an Alert, a user logs their corrective actions by selecting a resolution. A resolution may provide an option to add additional information.
All alerts and the resolutions logged by a user are stored in the Alert History of a Monitored Asset.
Alert escalation notifications
An Alert Rule can be configured to send one-time escalation notifications in a given order when an alerting condition has not returned to a Normal state for a specified period of time. Escalation notifications are sent based on start time of the alerting condition. If a user acknowledges an alert notification, the countdown to sending an escalation notification is paused and the countdown resumes at the time alert notifications resume (Resume Alerts Interval setting). The first escalation is sent based on the Escalate settings, and the second escalation sent is based on the Next Escalation settings.
An Alert Rule automates generating alert notifications to notify staff when a Monitored Asset is in an Alarm state. When in an Alarm state, an alert notification is automatically activated and a notification, either in the form of an email, text or voice message, is sent to those specified in the Alert Rule. The content of the alert notification identifies the Monitored Asset and the condition that resulted in the Alarm state.
OneVue voice alert notifications are sent from phone number 608-709-7043.
OneVue email alert notifications are sent from firstname.lastname@example.org
By default, an Alert Rule is set to simple scheduling. For simple scheduling, add the users or business units that are to receive alert notifications.
Team scheduling allows you to create custom schedules that generate alert notifications to staff based on the time of the day and days of the week. Once a team is created, it is then assigned to an Alert Rule. A team can be assigned to multiple Alert Rules if required. For example, if you have three shifts you would create three shifts within a team and each shift would have specific users, time of the day, and the days of the week they are to receive alert notifications. To add, edit, or view Teams, go to Monitoring > Teams.
A Monitored Asset added to an Alert Rule enters an Alarm state.
OneVue automatically generates an alert notification and adds the alert notification to the Dashboard To Do list.
If an Alert Rule is configured with an Alert Resolution, an Alert is created to allow staff to document their corrective actions. Go to Monitoring > Alerts.
If not configured with an Alert Resolution, corrective actions are made through comments added to a Monitored Asset's State History.
If an alert notification is not acknowledged, subsequent notifications are continuously generated based on time period set in the Alert Rule's Alert Interval setting. As an example if set to 15 minutes, OneVue automatically sends an alert notification every 15 minutes when the condition being monitored is an Alarm state.
When an alert is acknowledged by a user, the alert notifications are temporarily suspended. Notifications resume once the time period set in the Resume Alert After setting has been reached. Acknowledging an alert does not change the state of the Monitored Asset or end the active alert.
Optionally, an Alert Rule can be configured to generate one-time escalation alert notifications. Escalation notifications are activated if a Monitored Asset remains in an Alarm state for a specific time period and sent to specific users.
When the condition resulting in the alert returns to a Normal state, a one-time notification is generated (optional setting) that indicates the condition has returned to a Normal state. The 'return to normal' notification is enabled by default.
Commonly, when staff is taking action to resolve an alarm condition, you may want OneVue to stop sending alert notifications. A user can acknowledge the alert to temporarily suspend OneVue from generating alert notifications.
Once acknowledged, an alert notifications resume once the time period set in the Alert Rule's Resume Alert After setting has been reached. As an example, if an alert is acknowledged at 1:00 PM and the Resume Alert After setting is set to 1 hour, the alert notification resumes at 2:00 PM if the condition resulting in the alert continues to be in an Alarm state.
If an alert is not acknowledged, subsequent alert notifications are sent per the Alert Rule's Alert Interval setting, which sets the frequency alert notifications are sent during an alerting condition.
Acknowledging an alert also pauses the escalation notification countdown. An escalation countdown is based on the time the first alert notification was sent. Once the alert notification resumes, the countdown timer begins where it was paused.
Regardless if an alert is acknowledged, all alert notifications end once the alerting condition returns to a Normal state.