Alerts

Alert: Notification about events taking place in the system that impact business operations, such as deviations from service level agreements, possible penalties and others. Alerts are generated according to conditions defined in alert profiles and are sent to one or more recipients.

Note: Alerts are configured to be sent to recipients who are not necessarily CA Business Service Insight users. For example, a defined recipient can be a colleague who does not use CA Business Service Insight, a billing system or an external alert system interface.

Some alert types enable you to notify selected recipients of predicted best and worst-case scenarios that can occur at the end of the tracking period.

Alerts can refer to reversible deviations from agreements. This feature enables alert recipients to intervene to avoid deviating from contracts and incurring penalties. If the deviation is irreversible during the current tracking period, having advanced knowledge of the situation enables you to contact the customer ahead of time.

You can configure the exact conditions necessary for triggering an alert in alert profiles.

For more information, see Alert Profiles.

Alerts can be sent to recipients using any one of the following methods:

Short Message Service (SMS)
Email
Pop-up window
Any external alerting mechanism interfacing with CA Business Service Insight that is operated from the command line or from a script.

For more information, see Adding Alert Devices.

After an alert has been issued, the user (the owner of the alert) acknowledges the alert and forwards it to other Users. The recipient can view previous alerts that have been received, add comments and delete the alerts.

From the Main menu, select Reports, Alerts.
Create Alert profiles, recipients and add new alert devices from the Alerts menu.

Note: Some options in the Alerts menu are based on the specific role permissions. When entering information in Alerts, complete any field marked with an asterisk; the field is mandatory.