Overview

System Status Alerts are email messages sent to administrators that highlight unexpected situations that may signal that alarms or work orders are not being received in a timely manner. Administrators can Opt-In to receive alerts from the My Profile page.

Alert Types

BAS Connectivity

BAS Connectivity Alerts are sent when the integration cannot establish a connection to the BAS and pull alarms or inversely when the integration regains a connection to a BAS following a loss of connectivity. Some common reasons for a lost connection are username/password expirations, customer BAS maintenance, and customer Integration VM maintenance. The delay thresholds are important to not receive false alerts due to network issues or short maintenance intervals.

• Alarm Message Title: System status alert for <Server>
• Default Connectivity Lost Delay: 5 minutes without a valid connection
• Default Connectivity Restored Delay: 20 minutes with a valid connection
• Recommended Action: Login to Virtual Facility to see if the error still exists and create a support ticket if your BAS is accessible and the error still exists.

BAS Alarm Throughput is Low

Not to be confused with connectivity alerts, these alerts are sent when we haven’t pulled any alarms from the BAS for a period of time. RTNs and acknowledgements do not constitute an alarm.

• Alarm Message Title: 0 Alarms Received within <Timeframe> for <Server>
• Default Threshold: 24 Hours with no alarms
• Recommended Action: Verify the current state of alarms in the BAS and create a support ticket if alarms have activated within the threshold.

CMMS Work Order Creation Failure

These alerts are sent when the CMMS integration is unable to create (or sync) a work order in a 3rd party CMMS system. The alert delay helps with user data entry issues. A delay gives users time to correct the information they have entered. Often the integration is set up so users cannot enter invalid information, which would point to an integration error as opposed to user error.

• Alarm Message Title: <Integration Name> - Work Order <Work Ticket ID> Failed to <Create or Update>
• Default CMMS Work Ticket Sync Delay: 0 minutes in error.
• Recommended Action: Login to Virtual Facility to see if the error still exists and create a support ticket if the resolution path isn't clear.