6-1 Yantra Application Administration Yantra Company Confidential
6-1 2002 Yantra Corporation. Proprietary & Confidential. U n i t
6 : A l e r t
M a n a g e m e n t Unit 6 - Alert Nanagement 6-2 Yantra Application Administration Yantra Company Confidential 6-2 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 6-3 Yantra Application Administration Yantra Company Confidential 6-3 UnIt 6: TopIcs Alerts Queues Configure Queues Unit 6 - Alert Nanagement 6-+ Yantra Application Administration Yantra Company Confidential 6-+ 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: Unit 6 - Alert Nanagement 6-5 Yantra Application Administration Yantra Company Confidential 6-5 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 Conigure \antra to generate Alerts based on the needs o the Lnterprise and lub. Unit 6 - Alert Nanagement 6-6 Yantra Application Administration Yantra Company Confidential 6-6 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. Unit 6 - Alert Nanagement 6-7 Yantra Application Administration Yantra Company Confidential 6-7 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 aailable APIs include: Create an Alert Resole an Alert Assign,unassign an Alert List Alert Retriee Alert details Unit 6 - Alert Nanagement 6-8 Yantra Application Administration Yantra Company Confidential 6-8 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 eery system transaction, a set o 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 inormation, etc. Unit 6 - Alert Nanagement 6-9 Yantra Application Administration Yantra Company Confidential 6-9 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 o attachments is not supported in \antra`s standard applications, although the standard database ramework stores the URL links to attachments. 1his unctionality is useable ia a UI only by custom applications. Unit 6 - Alert Nanagement 6-10 Yantra Application Administration Yantra Company Confidential 6-10 What Is a ueue! 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 Unit 6 - Alert Nanagement 6-11 Yantra Application Administration Yantra Company Confidential 6-11 What Is a ueue! 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 Dierent types o Alerts can be directed to dierent queues. Once an Alert is in a queue, any user belonging to that queue can pick up the Alert and resole the issue. Unit 6 - Alert Nanagement 6-12 Yantra Application Administration Yantra Company Confidential 6-12 ueue 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, howeer, assign an Alert to a speciic user in addition to the queue. 1hat user does not hae to be a member o the queue to which the Alert belongs. Usually, howeer, only a superisor or manager can assign Alerts to users who are not subscribed to the Alert`s queue. Unit 6 - Alert Nanagement 6-13 Yantra Application Administration Yantra Company Confidential 6-13 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 or Alerts, the Alerts in the highest priority queue appear irst 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 resole the issue Ask or assistance with inding a resolution Unit 6 - Alert Nanagement 6-1+ Yantra Application Administration Yantra Company Confidential 6-1+ 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 Unit 6 - Alert Nanagement 6-15 Yantra Application Administration Yantra Company Confidential 6-15 honItor AIert Ages ueues 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 neer has more than 15 unresoled Alerts at once, and that each Alert does not remain unassigned or unresoled or more than 4 hours. Unit 6 - Alert Nanagement 6-16 Yantra Application Administration Yantra Company Confidential 6-16 hanagIng ueues Re-Alert setting controls how frequently additional alerts will be made that the specified queue has reached it's maximum. 1his inormation is used by the Alert Monitor to trigger actions i the queue or Alerts exceeds any o the set limits. Notice that these are not condition-based actions. 1o configure queue and Alert monitoring 1. In Conigurator, select Platorm 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 ater` reers to how requently the Alert monitor should trigger the same action. 5. In the Unassigned and Unresoled sections, set the parameters around monitoring how long Alerts in this queue remain unassigned or unresoled. 6. Click Sae. Unit 6 - Alert Nanagement 6-17 Yantra Application Administration Yantra Company Confidential 6-17 hanagIng ueues Size Based Unassigned 1his inormation is used by the Alert Monitor to trigger actions i the queue or Alerts exceeds any o the set limits. Notice that these are not condition-based actions. 1o configure queue and Alert monitoring 1. In Conigurator, select Platorm 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 ater` reers to how requently the Alert monitor should trigger the same action. 5. In the Unassigned and Unresoled sections, set the parameters around monitoring how long Alerts in this queue remain unassigned or unresoled. 6. Click Sae. Unit 6 - Alert Nanagement 6-18 Yantra Application Administration Yantra Company Confidential 6-18 ConfIgure AIertlueue PuIes User List Unresolved 1his inormation is used by the Alert Monitor to trigger actions i the queue or Alerts exceeds any o the set limits. Notice that these are not condition-based actions. 1o configure queue and Alert monitoring 1. In Conigurator, select Platorm 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 ater` reers to how requently the Alert monitor should trigger the same action. 5. In the Unassigned and Unresoled sections, set the parameters around monitoring how long Alerts in this queue remain unassigned or unresoled. 6. Click Sae. Unit 6 - Alert Nanagement 6-19 Yantra Application Administration Yantra Company Confidential 6-19 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 aailable APIs include: Create an Alert Resole an Alert Assign,unassign an Alert List Alert Retriee Alert details Unit 6 - Alert Nanagement 6-20 Yantra Application Administration Yantra Company Confidential 6-20 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 aailable APIs include: Create an Alert Resole an Alert Assign,unassign an Alert List Alert Retriee Alert details Unit 6 - Alert Nanagement 6-21 Yantra Application Administration Yantra Company Confidential 6-21 AIert 0etaII A user has access to each alert's details including the audit trail associated with the alert. 1he aailable APIs include: Create an Alert Resole an Alert Assign,unassign an Alert List Alert Retriee Alert details Unit 6 - Alert Nanagement 6-22 Yantra Application Administration Yantra Company Confidential 6-22 UnIt 6: PevIew How are Alerts generated? How many queues can a user belong to? What is the relationship between Alerts, queues, and users? Unit 6 - Alert Nanagement 6-23 Yantra Application Administration Yantra Company Confidential 6-23