Alerts for Account Managers

A Virtual Server can generate alerts when various events occur. For example, events that can trigger alerts include changes to accounts, services, hardware, Auth Nodes, allocations, and more.

These alerts are associated with Account Manager roles. For each role, you can select the events that generate alerts and set the delivery methods for the alerts.

Alerts can be displayed on the Dashboard, or delivered by email or SMS to Account Managers with the specified roles.

There are also other alerts that are associated with Operator roles.

Set event thresholds for alerts

Alerts can be generated and sent to recipients via email or SMS text message when an event or threshold condition may affect an account.

1. Click Administration > Alert Event Thresholds.

   

2. For each event, set the Threshold value that determines when an alert is generated:

   • Active Evaluation Stop Date: The threshold specifies the number of days before the stop date for an active evaluation account.

   • Account Stop Date: The threshold specifies the number of days before the stop date.

   • Account Capacity: The threshold specifies the available capacity that triggers an alert.

   • Allocation/Deallocation: The threshold specifies the number of allocated or deallocated tokens or capacity that triggers an alert.

   • Remaining Account Capacity — The threshols specifies an account’s remaining capacity that triggers an alert.

3. Select Apply.

Set alerts for account manager roles

Alerts are associated with Account Manager roles. For each role, you can select the events that generate alerts and set the delivery methods for the alerts. Alerts can be displayed on the Dashboard tab, or delivered by email or SMS to Account Managers with the associated roles.

By default, when a role is created, all alerts are turned off. To turn on alerts, edit the role, and then select the alerts to turn on and the delivery methods.

For some events, alerts are generated when a threshold is met. These thresholds are specified in Administration > Alert Event Thresholds.

1. Click Administration > Role Alert Management.

   

2. Select the corresponding Edit hyperlink for the role that you want to set alerts for.

   

3. In the Alerts Settings, select the delivery method(s) for each alert that you want to turn on for the selected role.

   • Account Status Change — Detects service changes to/from Active/Disabled, as set in Services section.
   • Active Evaluation Stop Date: Detects that an account has the Evaluation option checked and the Service Stop date is within X days of the current date. Adjust the threshold accordingly.
   • Account Stop Date: Detects that the Account Service Stop date is within X days of the current date. Adjust the threshold accordingly.
   • Account Capacity: Detects that your capacity inventory is below X. Use this to signal that you may soon be unable to onboard accounts or fulfill account orders. Adjust the threshold accordingly.
   • Hardware Assignment Notification — Detects that a hardware token is assigned to a user.
   • Hardware Provisioning Notification — Detects that a hardware token is provisioned and provides the alert recipient with the user’s details so that they are able to ship the hardware token to the user.
   • Account Removal — Detects that an account is removed.
   • Auth Node Changes — Detects that an Auth Node is added, modified, or removed.
   • Allocation/Deallocation - Detects that inventory (capacity, tokens, SMS Credits) is allocated or deallocated from a Virtual Server. Adjust the threshold accordingly.
   • Account Manager Promotion — Detects that a user is promoted to Account Manager, changes are applied to their Account Manager role, or they are removed from Account Manager role.
   • Remaining Account Capacity — Detects that an account’s capacity falls below X. Adjust the threshold accordingly.
     • Service Notifications — Detects that a service notification is published by the Service Provider.

4. Select Apply.

Add external alert recipients

You can send alerts to external recipients, which allows you to send alerts to anyone, including Operators in other accounts, or recipients who aren't users or Operators in SAS. All you need is their email or SMS number.

You can add multiple external recipients and select multiple events that trigger alerts.

1. Click Administration > External Alerts Recipients.

2. Select Add.

   

3. Enter an Alert Name.

4. For each recipient that you want to add:

   1. Enter the alert recipient's Name, and their Email or SMS Phone number.

   2. Select Add.

5. For each event, select the preferred delivery method for alerts (Email or SMS).

   All the recipients receive these alerts using the selected delivery method.

6. Select Apply.

Manage alerts on the dashboard

On the SAS console, you manage alerts on the Dashboard tab. You can view details, acknowledge, close, or remove an alert.

Although you can remove an alert from the list, the alert and all related activity are retained by SAS and can be retrieved by running the appropriate reports.

1. On the SAS console, click Dashboard > Alerts.

   

   The alerts include the following information:

   • Alert ID: Display details about any one alert in the list.

   • Timestamp: Date and time of the alert, for example 11/30/2016 5:39:47 PM.

   • Account: Name of the account for which the alert is generated.

   • Message: Description of the event that triggered the alert, such as Auth Node changes.

   • Status: Current condition of the alert.

   • Status Timestamp: Date and time of the change in alert status, for example 11/30/2016 5:39:47 PM.

   • Operator: Name of the Operator who changed the status of the alert.

2. To view details about an alert, click the Alert ID. The alert details are displayed.

   

3. To acknowledge an alert and indicate that you are aware of the alert condition:

   1. Select the check box to the left of the Alert ID and click Acknowledge.

   2. Add a Comment about the alert, and then select Apply.

      

   SAS updates the alert status to Acknowledged.

4. To close an alert and indicate that the alert condition has been fixed:

   1. Select the check box to the left of the Alert ID and click Close.

   2. Add a Comment about the alert, and then click Apply.

   SAS updates the status of the alert to Closed.

5. To remove an alert from the list, select the check box to the left of the Alert ID and click Remove.

   The alerts that you selected are removed from the list.

Automatically remove alerts

Alerts can be automatically removed after a configurable number of days.

1. Click Administration > Auto Remove.

   

2. Enter the number of days after which the alerts should be removed. Some key values for reports include:

   • 1—(Minimum) Removes reports that are more than one day old.
   • 365—(Default) Removes reports that are more than one year old.
   • 1826—(Maximum) Removes reports that are more than five years old.

   In the SAS Classic service zone, reports that are more than one year old are removed even if the value in this field exceeds 365 (days).

   Some key values for alerts include:

   • 0: (Minimum/Default) Never remove alerts.

   • 5000: (Maximum) Removes alerts that are older than the configured number of days.

3. Click Apply.