Unit 6 - Alert Nanagement

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© 2002 Yantra Corporation. Proprietary & Confidential.
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Unit 6 - Alert Nanagement
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Course Agenda
Unit 1 - !ntroduction
Unit 2 - !nfrastructure
Unit 3 - Presentation Framework
Unit + - The Participant Nodel
Unit 5 - Security and System Nanagement
Unit 6 - Alert Management
Unit 7 - Process Definition
Unit 8 - Product Nanagement
Unit 9 - !nventory Synchronization
Unit 10 - Distributed Order Nanagement
Unit 11 - Payment Processing
Unit 12 - Logistics Nanagement
Unit 13 - Reverse Logistics
Unit 6 - Alert Nanagement
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UnIt 6: TopIcs
Alerts
Queues
Configure Queues
Unit 6 - Alert Nanagement
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UnIt 6: DbjectIves
Describe the interaction between users, user
groups, and permissions
Describe the relationship between Alerts, queues,
and users
After completing this unit, you should be able to:
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AIerts
What is an Alert?
A message directed to a user or queue about a
transaction
How and When are Alerts generated?
Failures in order, shipment, load, or inventory
management
!nformational checkpoints in order, shipment,
load, or inventory management
Nonitors
Any Yantra or Non-Yantra event can trigger
an Alert to the Yantra Alert Console
Coníigure \antra to generate Alerts based on the needs oí the Lnterprise and lub.
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AIert Statuses
Alerts can be the following statuses:
Open-Unassigned
The Alert is created but not assigned to a specific
user !D
Open-Assigned
The Alert is created and assigned to specific user
!D
Closed
The Alert has been addressed and needs
no further resolution.
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AIerts
Public AP!s available for use by any
application
Alerts viewable by Yantra's Alert Ngmt
application
Alert framework stores
Text (supported by Yantra's console)
URL (supported by Yantra's console)
Attachment (displayed in the native
application)
Link to a document or other attachment available
from the application server
1he a·ailable APIs include:
· Create an Alert
· Resol·e an Alert
· Assign,unassign an Alert
· List Alert
· Retrie·e Alert details
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AIert TempIates
Used for Exception actions
Defines contents of the message
Contents can include:
Static text
variables, such as order number
URLs
Can have as many templates as
necessary to support Alert
circumstances
lor e·ery system transaction, a set oí data is published. 1his data can be used to populate ·ariables in
your templates.
Lxamples
Order Create transaction publishes data about the order number, ship to address, payment iníormation,
etc.
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ExampIe: Attachments
Yantra DB
Attached
document
1. Planner looks up an Alert for
an account that is past due.
The Alert has a URL link
embedded in it.
2. The URL stored in the Yantra
DB links to the document
stored on a server on the
network.
3. Document is presented to
the Planner in it's native
application.
Note
Use oí attachments is not supported in \antra`s standard applications, although the standard database
íramework stores the URL links to attachments. 1his íunctionality is useable ·ia a UI only by custom
applications.
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What Is a Çueue!
What is a Queue?
Directs specific types of Alerts to a group of
users
Has a priority, so critical Alerts are put at the
top of the list
Provides an escalation path for Alerts
Assign Alerts to other queues for escalation
Nanual or automatic
Usually process failure specific
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What Is a Çueue!
Customer Service Queue
Node Contact Queue
Alert -
Payment
Authorization
failed
Call Buyer to
get new
payment info
Alert - Ship
Node
Backordered
Nodify order
as needed 8
reSchedule
Alert - Order
in status Sent
to Node too
long
Call node to
find out
why order
hasn't shipped
yet
Diííerent types oí Alerts can be directed to diííerent queues. Once an Alert is in a queue, any user
belonging to that queue can pick up the Alert and resol·e the issue.
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Çueue û AIert DwnershIp
Queues
Owned by either
Enterprise or Hub
Enterprise users see
only queues owned by
their Enterprise
Hub users see only
queues owned by the
Hub
Alerts
Always belong to one,
and only one, queue at
a time
Seen by anyone with
access to that queue
Alerts must belong to a queue, but they can only belong to a single queue.
\ou can, howe·er, assign an Alert to a speciíic user in addition to the queue. 1hat user does not ha·e to
be a member oí the queue to which the Alert belongs. Usually, howe·er, only a super·isor or manager
can assign Alerts to users who are not subscribed to the Alert`s queue.
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Pe-AssIgn an AIert
Alerts can be re-assigned to:
A new queue, but not a specific user
A new user, but not a specific queue
Alert stays in its currently assigned queue
A new queue and a specific user
User does not have to subscribe to the queue
A user must belong to the organization who owns the queue to see the queue.
\hen the application administrators create queues, they assign a priority to each queue. \hen you
search íor Alerts, the Alerts in the highest priority queue appear íirst in the search results list.
\ou may need to re-assign an Alert to another queue or user to:
· Lscalate the Alert to a higher in the organization
· Direct a user to resol·e the issue
· Ask íor assistance with íinding a resolution
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AutomatIcaIIy CIose AIerts
Yantra automatically resolves and closes
Alerts in the following situations:
Alert
!ncomplete payment
info on order
Backorder
Authorization Failed
Charge Failed
Automatically Resolved When
Complete payment information is
entered on the order
Order is successfully allocated
Amount is successfully authorized
Amount is successfully charged
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honItor AIert Ages û Çueues
What is the Alert Nonitor?
Scheduled background program
Watches how long Alerts remain unresolved or
unassigned
Watches how many
Alerts are in a queue
Raises alerts
Lxample
\ou need to monitor queues and Alerts to ensure that the Analyst Critical Queue ne·er has more than
15 unresol·ed Alerts at once, and that each Alert does not remain unassigned or unresol·ed íor more
than 4 hours.
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hanagIng Çueues
Re-Alert setting controls
how frequently additional
alerts will be made that the
specified queue has reached
it's maximum.
1his iníormation is used by the Alert Monitor to trigger actions ií the queue or Alerts exceeds any oí the
set limits. Notice that these are not condition-based actions.
1o configure queue and Alert monitoring
1. In Coníigurator, select Platíorm · Alert Management · Alert Queues.
2. Select the queue you want to monitor.
3. Click the Details button.
4. In the Size Based Lscalation section, set the parameters around monitoring how many Alerts are in
a queue. Re-alert aíter` reíers to how írequently the Alert monitor should trigger the same action.
5. In the Unassigned and Unresol·ed sections, set the parameters around monitoring how long Alerts
in this queue remain unassigned or unresol·ed.
6. Click Sa·e.
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hanagIng Çueues
Size Based
Unassigned
1his iníormation is used by the Alert Monitor to trigger actions ií the queue or Alerts exceeds any oí the
set limits. Notice that these are not condition-based actions.
1o configure queue and Alert monitoring
1. In Coníigurator, select Platíorm · Alert Management · Alert Queues.
2. Select the queue you want to monitor.
3. Click the Details button.
4. In the Size Based Lscalation section, set the parameters around monitoring how many Alerts are in
a queue. Re-alert aíter` reíers to how írequently the Alert monitor should trigger the same action.
5. In the Unassigned and Unresol·ed sections, set the parameters around monitoring how long Alerts
in this queue remain unassigned or unresol·ed.
6. Click Sa·e.
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ConfIgure AIertlÇueue PuIes
User List
Unresolved
1his iníormation is used by the Alert Monitor to trigger actions ií the queue or Alerts exceeds any oí the
set limits. Notice that these are not condition-based actions.
1o configure queue and Alert monitoring
1. In Coníigurator, select Platíorm · Alert Management · Alert Queues.
2. Select the queue you want to monitor.
3. Click the Details button.
4. In the Size Based Lscalation section, set the parameters around monitoring how many Alerts are in
a queue. Re-alert aíter` reíers to how írequently the Alert monitor should trigger the same action.
5. In the Unassigned and Unresol·ed sections, set the parameters around monitoring how long Alerts
in this queue remain unassigned or unresol·ed.
6. Click Sa·e.
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AIert ConsoIe
A user can set his home page
to show the statistics of the
Queues to which he is
subscribed as well as the
Alerts currently assigned to his
user !d.
1he a·ailable APIs include:
· Create an Alert
· Resol·e an Alert
· Assign,unassign an Alert
· List Alert
· Retrie·e Alert details
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AIert ConsoIe
A user has access to all of the alerts,
whether assigned to his User !D or
not, that are in the Queues to which
he is subscribed.
1he a·ailable APIs include:
· Create an Alert
· Resol·e an Alert
· Assign,unassign an Alert
· List Alert
· Retrie·e Alert details
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AIert 0etaII
A user has access to each alert's
details including the audit trail
associated with the alert.
1he a·ailable APIs include:
· Create an Alert
· Resol·e an Alert
· Assign,unassign an Alert
· List Alert
· Retrie·e Alert details
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UnIt 6: PevIew
How are Alerts generated?
How many queues can a user belong to?
What is the relationship between Alerts,
queues, and users?
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