How to Configure and Create Custom Incident Alarm Schedules

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Configuring and Creating Custom Alarm Schedules

If you have team members who work shifts or that only manage specific devices in your fleet, you may want to consider creating and configuring a custom alarm schedule to notify them of issues during their shift.

To create a new custom alarm schedule follow the steps below.

1. Log in to the Hercules Portal, select the “Incident Management” icon from the menu navigation screen left the select the “Schedules” tab. 

Note: To modify the Default Schedule skip to and complete steps #4 and #5 below then skip to step #7.

2. Select “Add Schedule” to begin creating a custom schedule.

Note: If “Add Schedule” is not visible, contact your Hercules Portal account administrator or DPL support to request the appropriate permissions be granted to your account. 

3. Enter a name in the “Schedule Name” field.

Note: By default “Schedule Enabled” is toggled on for all new Custom Schedules. To disable it, select the yellow button to the right of “Schedule Enabled:” to toggle it off.

4. Beneath the section entitled “Alarms that will trigger incidents: select the dropdown arrow to the right of each category to browse and select any of the options you would like to trigger incidents.

Note: Several options are enabled by default.

5. Select whether to enable Smart Alarms, Grouped Alarms, or Auto Healing.

Note: Definitions below

6. Beneath the section entitled “Device group that can trigger alarms:” choose whether to leave “All Device Groups” selected to apply the custom schedule to all devices or select the dropdown arrow to the right and select the device group you would like the custom schedule to be applied to.

Note: To learn “How to Create a Device Group” click here.

7. Beneath the section entitled “Users who can receive notifications:” choose whether to leave “All Admin Users” selected or click the dropdown arrow to the right to select the individual users you want the custom schedule to notify.

Note: To learn “How to Add New Users to Your Account” click here.

8. Beneath the section entitled “Time Zone for Schedule” choose whether to leave “Automatic based on device location” selected or select the dropdown arrow to the right to select the time zone you would like the custom schedule to follow.

9. Beneath the section entitled “Time slots when notations can be set” configure the time frames during which you would like the custom schedule to send incident notifications. Choose whether to add additional time slots by selecting “Add Time Slot”.

10. Select “Save” bottom right to save your new custom schedule.

Note: Incidents created by newly created custom alarm schedules can be managed from the Incidents Panel. To delete a custom schedule select "Delete Schedule" in the bottom right corner of the custom schedule dialogue box.

Custom Schedule Rules:

• Custom schedules will catch any incident and send it to any person listed in the schedule.
• If an incident is processed by a custom schedule it will not be processed by the Default Schedule.
• Users must be added to a schedule to receive alarm notifications.

Smart Alarms:

• Smart Alarms will not send notifications if it detects that it's a temporary or benign error.
• If an "Out of Service" is detected the system will delay sending a notification in case it detects a Cash Fill or temporary Card Reader Error.
• If "In Service" is detected, it will clear any pending incidents.
• Incidents are still logged for review even if notifications are not sent.

Grouped Alarms:

• Grouped alarms use priority levels to group alarms together in the same incident instead of sending them individually.
• If an "Out of Service" incident is detected the system will not send "Out of Cash" alarms the ATM is generating as it is already in its worst state.
• Alarms that end up being grouped in an incident will appear in the incidents event log.
• Theft alarms are not subject to these groupings and they will always be sent individually.

Auto Healing:

• Automated Healing from Hercules AI identifies issues with machines based on error codes and health states.
• Once validated, Hercules AI will attempt to reboot or reconfigure the machine.
• You will only then be notified when the machine recovers or remains unresponsive.

Urgency Levels:

• High: Subsequent notifications are never suppressed and a second notification is sent if the first one is not acknowledged or resolved after 5 minutes.
• Normal: SMS and Email notifications are sent. Only the first notification is sent until the incident resolves.
• Low: The incident is logged but no notifications are sent.
• Unchecked: No incidents are created from alarms and no incident logging occurs.

Theft Alarms:

• In addition to regular notifications, Theft Alarms will also trigger an automated phone call on the SMS text number. This will state the issue and if you remain on the line it will connect to DPL support. Ensure you have "Phone Alerts" enabled on your user account for this to work.