Schedules allow companies to ensure notifications of incidents are sent to the right individuals at the right times. This ensures that you are only receiving notifications for issues that actually matter to you and are actionable. Less noise = greater efficiency.
IMS Schedules Page Link
If you have custom groups created you can create a schedule and apply it exclusively to that group. An example use case for this would be defining a schedule for a group that contains a specific route. Any incidents pertaining to that route can then be directed to just users added to that schedule who manage that route. Taking it even further, if you have shifts of individuals, you can define a schedule for each shift that will only send incident notifications to users if it falls within their shift schedule. Please contact DPL Support to help you setup custom schedules.
IMS Schedules Page Link
If you have custom groups created you can create a schedule and apply it exclusively to that group. An example use case for this would be defining a schedule for a group that contains a specific route. Any incidents pertaining to that route can then be directed to just users added to that schedule who manage that route. Taking it even further, if you have shifts of individuals, you can define a schedule for each shift that will only send incident notifications to users if it falls within their shift schedule. Please contact DPL Support to help you setup custom schedules.
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 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.
You can manage Incidents created from this schedule on the Incidents Panel.
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