The OneVue alerting framework offers robust functionality to ensure the right person knows what's needed at the right time. Monitored Assets are assigned to Alert Rules. When a Monitored Asset enters an Alarm state, its assigned Alert Rule activates an alert, sends alert notifications to notify staff, adds the alert to the Dashboard To Do list, and creates an Alert Resolution. From an Alert Resolution staff will document the corrective actions taken to resolve a Monitored Asset's Alarm state.
Alert Rules activate alerts when Monitored Assets enter an Alarm state. When an alert is activated, alert notifications are sent to notify staff, an Alert Resolution is created, and the alert is added to Dashboard To Do list.
An Alert Rule is configured with the Monitored Assets being monitored, enabled Alert Types, Alert Resolution Template, and who receives alert notifications. Configuration is based on what is being monitored and who is responsible to take action during the alerting condition.
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.
Alert Resolution Templates
An Alert Resolution Template is a set of pre-defined response options and is added to Alert Rules. When an alert is activated, its Alert Resolution includes the Alert Resolution Template included in the Alert Rule that generated the alert.
An Alert Resolution is generated when Monitored Asset enters an Alarm state. From the Alert Resolution, staff can acknowledge an alert and document corrective actions by selecting one or more of the pre-defined responses. Optionally, additional comments can be added to a selected response.
If an Alert Resolution Template is not included in an Alert Rule, staff will document correction actions by selecting State History from the Alert Resolution and add a comment to the Alarm state-change event.
Alert notification methods
Each user sets their alert notification preferences from their User Profile. A user can set their preferences to receive alerts in the form of an email, text (SMS), or voice message. They may select all three methods if preferred.
OneVue also provides the ability to route voice alerts 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.
The information included in each notification method is unique. Email notifications provide the most details. Learn more about what's included in an email, text, and voice alert notification.
OneVue text and voice alerts are sent from phone number 608-709-7043.
OneVue email alerts are sent from firstname.lastname@example.org
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. Learn more.
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 Resolution Templates.
A Monitored Asset is required to be added to an Alert Rule to activate an alert when it enters an Alarm state. When adding a new Monitored Asset, be sure to add it 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 staff that are expected to take action in response to the event or condition that resulted in the alert.
At the start time of the alert and all subsequent notifications, all users or Business Units added to the Alerts Go to setting receive an alert notification at the same time in the method set in their alert preferences.
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.
The Alert Interval time period sets how frequent alert notifications are continuously sent during an alerting condition. If an alert is acknowledged, alert notifications resume at 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 acknowledged, alerts resume at this frequency once the Resume Alert After the time period has been reached
Resume Alerts After
The Resume Alert After setting is a great way to ensure that an alerting condition is not forgotten or missed after an alert is has 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 its Alert Interval frequency. If the alert is acknowledged again, it will resume notifications based on its 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.
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. The first escalation is sent based on the Escalate settings, and the second escalation sent is based on the Next Escalation settings.
Include Alert Resolution Templates
An Alert Resolution Template is a group of pre-defined corrective actions (resolutions). When a Monitored Asset enters an Alarm State, the template is included in the Alert Resolution generated by the Alert Rule. From an Alert Resolution, staff documents corrective actions taken to resolve the alarm condition.
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.
Be sure to download the Sense Alert Workflow guide that provides an overview of how it all works. If you want to learn more about alert workflow, see How to incorporate OneVue alerting into your workflow - which provides examples with workflow and alert frequency illustrations.
A Monitored Asset added to an Alert Rule enters an Alarm state.
Alert Rule activates an alert.
Alerts are sent to notify staff, an Alert Resolution is created, and the alert is added to the Dashboard To Do list. The information included in alerts varies based on the notification method.
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.
Staff documents corrective action taken to resolve alerting condition from the alert's Alert Resolution.
When the condition resulting in the alert returns to a Normal state, a one-time alert notification is sent (optional setting) that indicates the alerting 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 alert condition, you may want OneVue to stop sending alert notifications. A user can acknowledge an alert to temporarily suspend alert notifications.
Once acknowledged, 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.