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 are triggered by various kinds of events. Some alerts are simply triggered by a change, such as an account status change or an account manager promotion. For some other events, you set thresholds that trigger the alerts.

For example, setting the Active Evaluation Stop Date to 5 generates an alert five days before the service stop date, which could be helpful for account managers with a sales role.

1. On the STA Token Management console, select Administration > Alert Event Thresholds.

   

2. For each event, set the Threshold 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.

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. On the STA Token Management console, select Administration > Role Alert Management.

   

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

   

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

   • Account Status Change: Detects changes to the account status that is set in On-Boarding > Services.

   • Active Evaluation Stop Date: Detects that the number of days until the service stop date falls within the threshold for an active evaluation account.

   • Account Stop Date: Detects that number of days until the service stop date falls within the threshold.

   • Account Capacity: Detects that your inventory of capacity is below the number specified in the threshold. Use this alert to signal that you may soon be unable to on-board accounts or fulfill account orders.

   • 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 a threshold amount of inventory (capacity, tokens, SMS credits) is allocated or deallocated from a virtual server.

   • Account Manager Promotion: Detects that a user is promoted to an account manager role, an account manager role is changed, or a user is removed from an account manager role.

   • Remaining Account Capacity: Detects that an account’s capacity falls below the threshold.

   • STA subscription plan notification:

   • Service Notifications: Detects that a service notification is published by the service provider account.

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 STA. All you need is their email or SMS number.

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

1. On the STA Token Management console, select 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 delivery method for the 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 STA Token Management 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 STA and can be retrieved by running the appropriate reports.

1. On the STA Token Management console, select 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, select the Alert ID.

   

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 select Acknowledge.

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

   

   STA 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 select Close.

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

   When you close an alert, STA 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 select 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. On the STA Token Management console, select Administration > Auto Remove.

   

2. Enter the number of days after which the alerts are removed:

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

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

3. Click Apply.