Manage Alert Rules & Teams

Transcription

1 Manage Alert Rules & Teams OneVue Environmental Monitoring Platform OneVue is a trademark of Primex. OneVue is an intelligent environmental monitoring and managed time solution. All other trademarks are the property of their respective owners. Copyright 2018 Primex. The Primex logo is a registered trademark of Primex. All Rights Reserved. 10/17/2018 Primex, Inc. 965 Wells Street Lake Geneva, WI Phone:

2 Legal Notice Copyright 2018 Primex. All rights reserved. Printed in the USA. Information in this document is subject to change without notice. The software described in this document is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of those agreements. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical or otherwise, for any purpose, without the prior written permission of Primex. About Primex Primex is a leading provider of solutions that automate and maintain facility compliance, increase efficiencies, enhance safety and reduce risk for enterprise organizations in the healthcare, retail pharmacy, education, manufacturing and business vertical markets. The solutions delivered by Primex include Environmental Monitoring, Managed Time and School Bell Scheduling. Worldwide Headquarters 965 Wells Street, Lake Geneva, WI Phone: info@primexinc.com

3 CONTENTS Monitoring 4 Manage Alert Rules 5 Alert Types 7 Non-Alarm Alert Notifications 9 Alert Rule Scheduling 10 View Alert Rules 11 View an Alert Rule Profile 12 Alert Rule Profile Specifications 13 Create an Alert Rule 15 Disable an Alert Rule 19 Delete an Alert Rule 20 Routing Voice Alert Notifications to an Interactive Voice Response (IVR) system 20 Manage Teams 23 View Teams 24 View a Team Profile 25 Team Profile Setting Specifications 26 Create a Team 27 Delete a Team 28 Technical Support 29

4 MONITORING The Dashboard provides a snapshot of the current state of all Monitored Assets in a circle view and a list view, a To Do list of alerts and notifications, and User Announcements. Alert Rules can be set up to deliver alert notifications to staff via , text or phone. When a Monitored Asset is assigned to an Alert Rule and the Monitored Asset is an Alarm state, an alert notification is immediately sent to your staff so remedial action can be taken. Teams can be created to easily manage who receives alert notifications based on staff schedules.

5 MANAGE ALERT RULES An Alert Rule automates when you and your staff are notified when a Monitored Asset is an Alarm state. The OneVue alerting framework offers robust functionality to ensure the right person knows what s needed at the right time. What is an Alert Rule? An Alert Rule automates generating alert notifications to notify staff when a Monitored Asset is in an Alarm state. When a Monitored Asset enters an Alarm state, an alert is automatically activated and an alert notification, either in the form of an , 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. How are Alert Rules set up? Alert rules are easy to set up and manage, including adding the Monitored Assets the Alert Rule applies to, specifying the alert types, adding who is to receive alert notifications, setting the frequency alert notifications are generated, and when an escalation alert notification is generated. What is an alert notification? An alert notification is generated by an Alert Rule when a Monitored Asset is in an Alarm state and is sent in the form of an , text, or voice message. An alert ends when the condition resulting in the alert returns to normal. The workflow of an alert notification includes: When a Monitored Asset specified in an Alert Rule enters an Alarm state, the Alert Rule automatically activates the alert, generates an alert notification, and adds the alert to the Dashboard To Do list. Subsequent alert notifications are continuously generated based on time period set in the Alert Interval setting. As an example, if the alert interval is to set to 15 minutes the system automatically sends an alert notification every 15 minutes. When an alert is acknowledged, alert notifications are temporarily suspended. An alert notification resumes once the time period of the Resume Alert After setting has been reached. Acknowledging an alert does not change the state of the Monitored Asset or end alert notifications. A one-time escalation alert notification can be activated if a Monitored Asset remains in an Alarm state

6 for a specific time period. The time period is based on time period of the Escalation Time setting. When the condition resulting in the alert returns to normal, a one-time message is generated that indicates the alert has ended and the alerting condition has returned to normal. In addition to the alert notification generated by an Alert Rule, an Alert Rule will also generate a non-alarm alert notification when a state change is not transmitted to your OneVue account at the time it occurs. Commonly, a state change cannot be transmitted due to a network connectivity issue. For more information, see "Non-Alarm Alert Notifications" on page 9. What determines the type of alerts generated? The alert types selected in the Alert Rule and the Primex device model determines the alert notifications generated by the Alert Rule. An Alert Rule can be configured to generate all alert types or specific alert types. As an example, if your facility and IT staff are responsible for device battery maintenance and responding to network connection issues, you would create an Alert Rule that only includes the unresponsive and low battery alert types and add your facility and IT staff to the Alert Rule. For more information, see "Alert Types" on the facing page. How can an active alert notification be stopped? To stop an active alert notification, a system user can acknowledge the alert to temporarily suspend the alert notification. Once acknowledged, the alert notification resumes once the time period of the resume alert after setting has been reached. As an example, if an alert is acknowledged at 1:00 p.m. and the resume alert after is set to 1 hour, the alert notification resumes at 2:00 p.m.. The subsequent alert notifications are sent per its Alert Interval setting. NOTE: Regardless if an alert is acknowledged, an active alert will end once the alerting condition returns to normal. How does the system know who to send alert notifications to? Alert messages can be sent to your OneVue account users, teams, or a Business Unit. Within the Alert Rule, you specify who the alert notifications go to. You will typically specify staff who are expected to take action in response to the event or condition that resulted in the alert. An Alert Rule has two scheduling options, including simple scheduling that allows you to add individual users or Business Units to the Alert Rule or team scheduling that allows you to add a team(s) to the Alert Rule. What if alert notifications are required to be sent to staff based on their work schedule? By creating teams, you can create custom schedules that generate alert notifications to different people during different time periods. The team scheduling option allows you to assign a team(s) to an Alert Rule. For more information, see "Manage Teams" on page 23. How does the system know what form to send an alert notification? When an Alert Rule specifies an alert notification is to go to a user, the user sets their alert preferences in their user profile. A user can set their alert preferences to receive alert notifications by , text, or voice message. When alerts go to a Business Unit, the alert notification is sent by way of a voice message to the Business Unit phone number. Does your facility have an IVR system? IVR, short for Interactive Voice Response, is a phone system technology that allows a caller to choose options from a menu? If yes, learn how OneVue send voice alert notifications to an IVR and how to configure the IVR Dialer Suffix setting for a user or Business Unit. What if a Monitored Asset is not assigned to an Alert Rule? An alert is only generated for those Monitored Assets assigned to an Alert Rule. 6 Manage Alert Rules & Teams

7 7 Alert Types You can specify what condition generates an Alert based on the alert type. When an alerting condition is reached, the Alert Rule automatically activates an alert and generates an alert notification. When the condition that resulted in the alert returns to a normal state, the active alert ends and the system automatically generates a one-time alert notification to notify users that the alert has ended. NOTE: An Alert Rule also generates a non-alarm alert notification when a state change is not transmitted to your OneVue account at the time it occurred. For more information, see "Non-Alarm Alert Notifications" on page 9. Unresponsive alert Applies to all models. Alert is activated due to an Unresponsive status. The Unresponsive status indicates a check-in has not occurred within the time period set in the Unresponsive Timeout. The Unresponsive Timeout is set in the profile of the sensor gateway assigned to the Monitored Asset. During each check-in logged sensor readings and the device operating statuses are transmitted to your OneVue account. Commonly, an Unresponsive status is due to a network connectivity issue has prevented the device from checking-in to your OneVue account or the device has no power. Low Battery alert Applies to all models. Battery switch is required to be in the ON position. An alert is activated when a Primex device is operating with a low battery status. It's recommend to replace the device batteries to avoid a loss of data. All data stored in non-volatile memory is lost when a device loses all power. Temperature alert Only applies to PrimexTEMP and IAQ Sensor models. Alert is activated when a temperature reading is out of range and the amount of time the reading has been out of range has exceeded the time period of the Alarm Delay setting. If the Alarm Delay setting is set to 0 (zero), an out of range reading immediately results in an Alarm state with the status of Out of Range, Past Alarm Delay and an alert is activated. Humidity alert Only applies PrimexIAQ Temp & Humidity Series Sensor models. Alert is activated when a reading is out of range and the amount of time the reading has been out of range has exceeded the time period of the Alarm Delay setting. If the Alarm Delay setting is set to 0 (zero), an out of range reading immediately results in an Alarm state with the status of Out of Range, Past Alarm Delay and an alert is activated. Differential Pressure alert Only applies to PrimexIAQ Differential Pressure Sensor. Alert is activated when a differential pressure reading is out of range and the amount of time the reading has been out of range has exceeded the time period of the Alarm Delay setting.

8 If the Alarm Delay setting is set to 0 (zero), an out of range reading immediately results in an Alarm state with the status of Out of Range, Past Alarm Delay and an alert is activated. No Probe alert Applies to PrimexTEMP Series Sensor only. Alert is activated when a sensing element of a Primex device is not operating as expected, which has resulted in no sensor readings. For a temperature sensor, its external probe may be disconnected from the Primex device or sensing element is malfunctioning (shorted). Time Sync Failure alert Applies to OneVue School Bell Scheduling (Bell Controllers) only. For Notification add this text to every alert message This is not an alert type, but provides an option to add text to an Alert Rule's notification. Text or voice alert notifications do not include the text provided in this setting. This setting can add value to your alert notification workflow by providing specific communication during an alerting condition. EXAMPLE: You require a specific procedure to be followed when a refrigeration unit's temperature is out of range. Simply add the detail to this new setting. Once added, each alert notification generated by the Alert Rule provides the details of the required procedure. 8 Manage Alert Rules & Teams

9 9 Non-Alarm Alert Notifications In addition to the alert notifications generated by an Alert Rule, the system generates a Missed Alarm or False Alarm alert notification when a state change is not transmitted to your OneVue account at the time it occurred. Commonly, a state change cannot be transmitted due to a device network connectivity issue. NOTE: Non-alarm alert notifications are not displayed on your Dashboard To Do list and are only sent as a one-time alert notification. Conditions resulting in a non-alarm alert notifications A Primex device continuously monitors the sampled and logged readings of its sensor(s). If a sensor reading resulted in a state change and the reading could not be transmitted to your OneVue account at the time it occurred, during its next check-in all logged sensor readings are transmitted to your OneVue account. A logged sensor reading could result in either a Missed Alarm or False Alarm alert notification. Missed Alarm alert notification Generated when a condition that would have resulted in an Alarm state is not transmitted to your OneVue account at the time the condition occurred. As an example, a sampled sensor reading was out of range. Due to a network connectivity issue, the out of range reading could not be transmitted to your OneVue account at the time it occurred. The out of range reading is logged into the Primex device's internal memory. When the out of range, logged reading is transmitted to your OneVue account, the system automatically generates a Missed Alarm Alert message. False Alarm alert notification Generated when a Monitored Asset changes to a Normal state and the change is not transmitted to your OneVue account at the time it occurred. As an example, a Monitored Asset is in an Alarm state due to its last sensor reading was out of range. During the Alarm state, the sensor reading returned to its normal range and is no longer out of range. Due to a network connectivity issue, the in-range reading could not be transmitted to your OneVue account at the time it occurred. During this condition, the Monitored Asset remained in an Alarm state. When the in-range reading is transmitted to your OneVue account, a False Alarm Alert message is generated.

10 Alert Rule Scheduling The Alert Rule Scheduling options determine who alert notifications go to and when. An Alert Rule can use either of the two available scheduling methods. Simple Scheduling Alert messages go to those users assigned to the Alert Rule, based on a 24 hour day, 365 day schedule. You may choose to use this method if alert notifications are to be sent 24 hours a day to the same staff or to a Business Unit phone number that is continuously manned. Team Scheduling Alert messages are sent to staff based on the shift schedule(s) of the team(s) assigned to the Alert Rule. You may choose to use this method if staff is to receive alert notifications based on their work schedule - allowing you to specify who receives alert notifications based on the time of the day and the days of the week. 10 Manage Alert Rules & Teams

11 11 View Alert Rules The Alert Rules view displays all of the Alert Rules in your OneVue account and allows you to create an Alert Rule. How to view Alert Rules 1. Go to Monitoring > Alert Rules. All of the Alert Rules are listed. Selecting the Rule Name link opens the Alert Rule profile. Data displayed Alert Rules View Rule Name - name that uniquely identifies the Alert Rule. Notes - user entered information, which is commonly used to share information among users. Enabled - indicates if the Alert Rule is enabled. Yes indicates the rule is enabled.

12 View an Alert Rule Profile From an Alert Rule Profile, you can view and manage its settings. How to view an Alert Rule profile 1. Go to Monitoring > Alert Rules. 2. Select the Rule Name link of the Alert Rule to view. The Alert Rule profile is displayed. To view all of the Alert Rule settings, select Show Advanced Options. For more information, see "Alert Rule Profile Specifications" on the facing page. 12 Manage Alert Rules & Teams

13 13 Alert Rule Profile Specifications Alert Rule settings are defined below. Rule Name Uniquely identifies the Alert Rule Notes User entered information, which is commonly used to share information. What Assets/Relays The Monitored Asset, Business Unit, or Location include in the Alert Rule. When a Monitored Asset, Business Unit, or Location enters an Alarm state, an alert notification is automatically generated. If a Business Unit or Location is added, the Monitored Assets assigned to the Business Unit and/or Location and the child Business Units and/or Locations are included in the Alert Rule. The list view, located below the What Assets/Relays field, displays all of the Monitored Assets assigned to the Alert Rule. When a Monitored Asset is in an Alarm state, the Alert Rule generates an alert notification. Alerts Go To The User or Business Unit that alert notifications are to go to. By default, an Alert Rule is set to Simple Scheduling. Simple scheduling is used to generate alert notifications to users or Business Units based on a 24 hour day, 365 day schedule. Business Unit alert notifications are sent in the form of an automated voice recorded message to the Business Unit's phone number. The list view displays who the alert notifications are sent to. Team Scheduling - What Teams The team that alert notifications are to be sent to. The list view displays the team(s) the alert notifications are sent to. Team Scheduling - Create Team When selected, all Alert notifications are sent to staff based on the shift(s) defined within the team selected. From the Alert Rule, select Team Scheduling to add teams to the Alert Rule or select New to create a new team. For more information, see "Manage Teams" on page 23. Advanced Options. The below settings are only viewable when Show Advanced Options is selected. Enable Alert Rule Indicates if the Alert Rule is enabled or disabled. When enabled, as indicated by checkmark, alerts are generated. Send return to normal notification Send 'return to normal' notification: indicates if return to normal notifications are enabled (generated) or disabled (not generated). When enabled, as indicated by checkmark, those in the Alerts Go To setting are also sent a notification when the monitored condition returns to a Normal state.

14 EXAMPLE: Your staff finds that return to normal notifications are not necessary and only want to know when there is a condition that requires corrective action. Simply disable the Return to Normal Notification setting. Alert Interval Alert Interval: frequency an alert notification is continuously sent during an alerting condition - when a monitored condition is in an Alarm state. By default, set to 15 minutes. An alert ends once the alerting condition returns to a Normal state. EXAMPLE: As an example, if 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. If the alert is acknowledged, the alert notification is temporarily suspended until the time period of the Resume Alerts After setting has been reached. Resume Alerts After Resume Alerts After: period of time the system resumes generating an alert notification after an alert has been acknowledged. By default, set to 1 hour. EXAMPLE: If a user acknowledged an alert at 1:00 p.m. and the Resume Alerts After setting is set to 1 hour, the system resumes generating alert notifications at 2:00 PM. The system continues to generate an alert based on the frequency set in the Alert Interval setting. Limit to These Alert Types Limit to These Alert Types: specifies the alert types generated by the Alert Rule. By default all alert types are enabled. For more information, see "Alert Types" on page 7. For Notification add this text to every alert message For Notification add this text to every alert message: this is not an alert type, but provides an option to add text to an Alert Rule's notification. Text or voice alert notifications do not include the text provided in this setting. This setting can add value to your alert notification workflow by providing specific communication during an alerting condition. EXAMPLE: You require a specific procedure to be followed when a Refrigeration unit's temperature is out of range. Simply add the detail to this new setting. Once added, each alert notification generated by the Alert Rule provides the details of the required procedure. Escalation Time Escalation Time: when the one-time escalation alert notification is generated from the start of when the monitored condition entered an Alarm state. By default, set to 2 hours. EXAMPLE: If your policy requires an alerting condition is responded to or resolved within 2 hours, set the Escalation Time to 2 hours. The recipient of the escalation message set in the Escalate To setting receives an alert notification. The notification indicates the alerting condition has exceeded the time specified in the Escalation Time setting. Escalate To Escalate To: who receives the one-time escalation alert notification. The list view displays who the escalation message are sent to. It's recommended to send the escalation alert notification to a user that is not recipient of the alert (listed in the Alerts Go To section). 14 Manage Alert Rules & Teams

15 15 Create an Alert Rule The settings configured in an Alert Rule include its Monitored Assets, alert types, the frequency alert notifications are generated, and who alert notifications go to. NOTE: Before you begin, it's recommended to familiarize yourself with the Alert Rule settings. For more information, see "Alert Rule Profile Specifications" on page 13. How to create an Alert Rule 1. Go to Monitoring > Alert Rules. 2. Select + New. 3. Enter the Rule Name. 4. From the Note field (optional), enter information relating to the Alert Rule. 5. From the What Assets/Relays drop-down menu, select a Monitored Asset, Business Unit, or Location, to add to the Alert Rule and select Add. The list view displays the assets/relays included in the Alert Rule. To add additional Monitored Assets, Business Units, or Locations, repeat this step. NOTE: If a Business Unit or Location is added, all of the Monitored Assets assigned to the Business Unit or Location are included in the Alert Rule. 6. Next, add who the alert notifications are sent to. From the bottom menu, select either Simple Scheduling or Team Scheduling. By default, the Alert Rule is set to Simple Scheduling. For more information, see "Alert Rule Scheduling" on page 10.

16 7. Based on the scheduling type selected, from the Alerts Go To drop-down menu, make a selection and select Add. The list view displays who alert notifications go to. To add additional recipients, repeat this step. 8. Select Show Advanced Options to display all settings. 16 Manage Alert Rules & Teams

17 17 Enable Alert Rule: indicates if the Alert Rule is enabled or disabled. When enabled, as indicated by checkmark, alerts are generated. Send 'return to normal' notification: indicates if return to normal notifications are enabled (generated) or disabled (not generated). When enabled, as indicated by checkmark, those in the Alerts Go To setting are also sent a notification when the monitored condition returns to a Normal state. EXAMPLE: Your staff finds that return to normal notifications are not necessary and only want to know when there is a condition that requires corrective action. Simply disable the Return to Normal Notification setting. Alert Interval: frequency an alert notification is continuously sent during an alerting condition - when a monitored condition is in an Alarm state. By default, set to 15 minutes. An alert ends once the alerting condition returns to a Normal state. EXAMPLE: As an example, if 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. If the alert is acknowledged, the alert notification is temporarily suspended until the time period of the Resume Alerts After setting has been reached. Resume Alerts After: period of time the system resumes generating an alert notification after an alert has been acknowledged. By default, set to 1 hour. EXAMPLE: If a user acknowledged an alert at 1:00 p.m. and the Resume Alerts After setting is set to 1 hour, the system resumes generating alert notifications at 2:00 PM. The system continues to generate an alert based on the frequency set in the Alert Interval setting. Limit to These Alert Types: specifies the alert types generated by the Alert Rule. By default all alert types are enabled. For more information, see "Alert Types" on page 7. For Notification add this text to every alert message: this is not an alert type, but provides an option to add text to an Alert Rule's notification. Text or voice alert notifications do not include the text provided in this setting.

18 This setting can add value to your alert notification workflow by providing specific communication during an alerting condition. EXAMPLE: You require a specific procedure to be followed when a Refrigeration unit's temperature is out of range. Simply add the detail to this new setting. Once added, each alert notification generated by the Alert Rule provides the details of the required procedure. Escalation Time: when the one-time escalation alert notification is generated from the start of when the monitored condition entered an Alarm state. By default, set to 2 hours. EXAMPLE: If your policy requires an alerting condition is responded to or resolved within 2 hours, set the Escalation Time to 2 hours. The recipient of the escalation message set in the Escalate To setting receives an alert notification. The notification indicates the alerting condition has exceeded the time specified in the Escalation Time setting. Escalate To: who receives the one-time escalation alert notification. The list view displays who the escalation message are sent to. It's recommended to send the escalation alert notification to a user that is not recipient of the alert (listed in the Alerts Go To section). 5. Select Save. 18 Manage Alert Rules & Teams

19 19 Disable an Alert Rule When you disable an Alert Rule, the Alert Rule does not activate an alert or generate alert notifications. You may need to disable an Alert Rule during a planned outage or other condition that requires alert notifications not to be generated. NOTE: If an Alert Rule is disabled and the Alert Rule has an active alert, the system automatically ends the alert. How to disable an Alert Rule 1. Go to Monitoring > Alert Rules. 2. Select the Rule Name link of the Alert Rule to disable. 3. Select Show Advanced Options. 4. From the Enable Alert Rule checkbox, deselect the checkbox. When disabled, the Enable Alert Rule checkbox is blank. 5. Select Save. The Alert Rule has been disabled and any current alerts are ended. NOTE: If you re-enable the Alert Rule and an assigned Asset/Relay is in an alerting state - an alert is not activated until the Asset/Relay returns to a normal state and then go back in to an alerting state.

20 Delete an Alert Rule You can delete an Alert Rule from your OneVue account. If the Alert Rule is deleted and it has active alerts, the system automatically ends the active alerts. How to delete an Alert Rule 1. Go to Monitoring > Alert Rules. 2. Select the Rule Name link of the Alert Rule to delete. 3. Select Delete The Entire Rule. 4. From the confirmation page, select Yes to delete the Alert Rule. The Alert Rule is deleted from your OneVue account. Routing Voice Alert Notifications to an Interactive Voice Response (IVR) system IVR, short for Interactive Voice Response, is a phone system technology that allows a caller to choose options from a menu. Generally an IVR presents a message and then provides a list of menu options to the caller. The caller then makes selections by touching a phone key or by speaking into the phone. OneVue 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. Your organization s IVR system may have a simple or complex menu to reach intended recipients. You will need to work with your organization s IVR administrator to determine what s needed to configure the OneVue Dialer Suffix setting. OneVue Dialer Suffix IVR voice alert notification configuration Routing voice alert notifications to an IVR system is configured through the Dialer Suffix setting in a User Profile or Business Unit. When configured for a user, commonly the user does not have a direct line and the IVR requires a caller to enter a phone extension. The same may apply to a Business Unit, the menu options presented by the IVR are commonly by department. The IVR menu will commonly require the entry of a number, or pattern of numbers, pause, and a number in order to connect to the appropriate person, department, or central line. When a voice alert notification is generated to a phone number and the Dialer Suffix setting is configured, the Dialer Suffix setting provides these automated entries specific to who or where the voice alert notification is to be routed to. Again, this will be specific to your organization s IVR system menu options. Dialer Suffix setting specifications Allows up to a maximum of 12 numbers/characters. The specific numbers and characters allowed are listed below. Numbers: 0 through 9 Comma:, Period:. Number sign/pound key: # Asterisk/star: * w (letter): when w is included, there is a 0.5 second pause. 20 Manage Alert Rules & Teams

21 21 Examples: Route voice alert notifications to Business Unit or User Example Business Unit: Pharmacy department (Business Unit) requires all voice alert notifications are sent to the Pharmacy s oncall central line. From the Alert Rule, the Alert Go To setting must include the Pharmacy Business Unit. Main hospital phone number is (314) IVR Menu: Press 2 for the Pharmacy Department, the next menu option is press 3 to reach our on-call central line. Example of the Pharmacy Business Unit settings below. Example User: Joe Smith, Facility Manager, is required to receive voice alerts to his work phone number. Joe s Alert Preferences must be set to voice. Main phone number: (314) Joe s extension: 2134 IVR Menu: Press 1 to reach a staff member, the next menu option is enter 4 digit phone extension. Example of Joe's user profile settings below.

22 22 Manage Alert Rules & Teams

23 MANAGE TEAMS A Team in OneVue represents a group of users or Business Units that are to receive alert notifications based on their work schedule. Within a Team Profile, you create shifts to specify who is to receive alert notifications based on the day of the week and time of day. A Team Profile is assigned to an Alert Rule by way of the Alert Rule team scheduling option.

24 View Teams The teams view displays a list of all teams in your OneVue account. How to view teams 1. Go to Monitoring > Teams. The teams are listed. Data displayed Teams View Name - the name of the team. Selecting the link opens the Team Profile. Notes - user entered information, which is commonly used to share information among users. 24 Manage Alert Rules & Teams

25 25 View a Team Profile From a Team Profile, you can view and manage its settings. How to view a Team Profile 1. Go to Monitoring > Teams. 2. Select the Name link of the profile to view. Team Profile setting specifications. For more information, see "Team Profile Setting Specifications" on the next page.

26 Team Profile Setting Specifications The following table lists the settings of a Team Profile. Team Profile Settings Team Name - the name that uniquely identifies the team. Notes - user entered information, which is commonly used to share information among users. Shift Name - name that uniquely identifies the shift. NOTE: A Team Profile can be configured with more than one shift. Alerts Go To - add a user or Business Unit that alert notifications are to go to. Once a user or Business Unit is added, the list view displays who the alert notification will go to. NOTE: If an active alert spans across more than one shift, the system automatically generates alert notifications to those specified in the current shift. As an example, if an alert was activated during shift 1 and the alert remains active during shift 2, the system automatically generates alert notifications to the users or Business Units specified in shift 2. From - the day of the week the shift begins. To - the day of the week the shift ends. Daily Start Time - the time of the day the shift begins. Daily End Time - the time of the day the shift ends. Escalation Time - the duration of time after which the system generates a one-time escalation alert notification. By default, the value is set to 2 hours. As an example, if your policy requires an alerting condition to be responded to or resolved within 2 hours, set the Escalation Time to 2 hours. Escalate To - the user(s) to receive the one-time escalation alert notification. Once a selection is added, the list view below the Escalate To field displays who the message will go to. It's recommended to send the escalation alert notification to a user that is not a recipient in the simple or team scheduling. Add Another Shift - when selected, creates a new shift for the Team Profile. Remove Shift - when selected, removes the shift from the Team Profile 26 Manage Alert Rules & Teams

27 27 Create a Team The settings configured in a team rule include who alert notifications go to based on the shifts defined in the Team Profile. NOTE: A team can have multiple shifts. When creating a shift, you specify the users to receive alert notification during each shift and the days of the week and time for each shift. How to create a team 1. Go to Monitoring > Teams. 2. Select + New. 3. Enter the team settings. For more information, see "Team Profile Setting Specifications" on the previous page. 4. Select Save. The team is saved and can be assigned to an Alert Rule. For more information, see "Manage Alert Rules" on page 5.

28 Delete a Team You can delete a team from your OneVue account. When a team is deleted, it's also removed from any of its assigned Alert Rules. How to delete a team 1. Go to Monitoring > Teams. 2. Select the Name link of the team to delete. 3. Select Delete Team. 4. From the confirmation page, select Yes to delete the team. The team is deleted from your OneVue account and removed from its assigned Alert Rule(s). 28 Manage Alert Rules & Teams

29 29 TECHNICAL SUPPORT You may require Technical Support when you have questions about product features, system configuration or troubleshooting. Support services are delivered in accordance with your organization's support agreement, end user licenses agreements, and warranties, either with a Primex Certified Sales and Service Partner or directly with Primex. Support through Primex Certified Sales and Service Partners Ensuring our customers experience excellent service is of utmost importance to Primex. Our network of Certified Sales and Service Partners offer technical support services for Primex products. If you have purchased Primex products or have a service agreement with a Primex Partner, they are your primary contact for all Technical Support inquires. When contacting Primex Technical Support Make sure you have satisfied the system requirements that are listed in your product documentation. Also, you should be at the computer or device on which the problem occurred, in case it's necessary to replicate the problem. When you contact Primex Technical Support, please have the following information available: Customer ID/Account Name Problem description/error messages Device hardware information Troubleshooting performed before contacting Primex Recent network changes Primex Technical Support Hours 8:00 a.m. to 5:00 p.m. CST Monday through Friday Phone: techsupport@primexinc.com Web: