Managing Alert Rules
Last updated
Last updated
Alert Rules specify which service level metrics to monitor, the thresholds for triggering alerts, and the users who should receive notifications.
To view alert rules, go to Admin Tools -> Service -> Organization -> Alert rules
To create a new rule, click "New alert rule" to open the New Alert Rule dialog.
Enter a unique, descriptive name for the rule.
Choose the metric to monitor from the dropdown list.
Enter a message Subject and Body to notify recipients when the alert turns on. Note that a default subject and body are created when you choose the metric.
Alerts can monitor the following metrics. Note that some metrics refer to a single unit, and others refer to the aggregation of the unit and its child units (subtree).
Waiting time in unit
The current longest wait time in the unit
Waiting time in subtree
The current longest wait time in the subtree
Waiting cases in unit
The total number of cases currently waiting in queue in the unit
Waiting cases in subtree
The total number of cases currently waiting in queue in the subtree
Cases in warning WT range in unit
The number of cases with waiting times currently in the warning range (in the unit)
Cases in warning WT range in subtree
The number of cases with waiting times currently in the warning range (in the subtree)
Cases in critical WT range in unit
The number of cases with waiting times currently in the critical range (in the unit)
Cases in critical WT range in subtree
The number of cases with waiting times currently in the critical range (in the subtree)
Service time in unit
The current longest service time in the unit
Service time in subtree
The current longest service time in the subtree
Configure back-office tasks using the Alert Rule Details page:
Rule Name: A unique identifier for the alert rule.
Metric to Monitor: This rule will track the specific service level metric.
Threshold: The predefined value that will trigger an alert when crossed by the metric.
Severity: Choose the alert severity level (low, medium, or high)
Active: Uncheck this box to stop checking the rule.
In this section, you define who will be notified when the alert is turned on or off.
Notify Source Unit Users: If checked, notifications will be sent to users currently in the unit where the alert is generated.
Sending Notifications: By default, notifications are sent only when the user is online (clocked in). To ensure notifications are sent when users are offline (clocked out), select the “Send notifications when away” option. If attendance tracking is disabled, notifications will always be sent regardless of the user’s status.
Filtering Recipients by Groups: You can refine the list of notification recipients by specifying groups. Only members of these specified groups will receive the alert notifications.
When the alert turns ON: The subject and body of the message to be sent when the alert is activated.
When the alert turns OFF: The subject and body of the message to be sent when the alert is deactivated. Sending OFF messages is optional.
The notification's subject and body may include variables to be replaced with actual values when the notification is created,
Supported variables are:
Metric name
{{rule.metric.name}}
The name of the metric being monitored
Metric unit
{{rule.metric.units}}
The metrics units e.g. "Min."
Metric value
{{alert.metric.value}}
The metric value at the time were the notification was created
Rule condition name
{{rule.condition.name}}
The condition name ("GE" for greater than)
Rule condition symbol
{{rule.condition.symbolme}}
The condition symbol (">" for greater than)
Rule name
{{rule.name}}
The alert rule name
Rule threshold
{{rule.threshold}}
The rule's threshold value
Unit name
{{alert.unit.name}}
The name of the unit where the alert was triggerred.
Notify Source Unit Contacts: If checked, notifications will be sent to users designated as Unit Contacts for the unit where the alert is generated. You can assign Unit Contacts through the Unit Details page (see ).
