One of the biggest challenges for dispatch teams is having too many alarms to triage, so it is hard to focus on the critical alarms. Command Center addresses this challenge by showing the status of the asset's alarms and grouping alarms in ways that clarify the impact of a failure, so dispatch teams can make better decisions on whether and how to dispatch alarms.

 

Monitoring Facility Status 

The Command Center summarizes asset status using the following elements:

1. Views - Create focus for each monitored area. The view tab also displays the count of active assets for all views.
2. Blocks - Assets are separated into various blocks. Blocks are usually buildings or some other geographic area.
3. Work Queue - Displays all open work and work that has been closed within the last 24 hours for the assets that are part of the View. 

The various icons next to the asset have specific meanings to help you quickly identify the status of the problem with the asset. 

Asset Status 

Assets will always have a status icon. 

Status	Definition
	Requires Triage
	Triage Complete
	Asset is Healthy
	Asset is Snoozed

An asset turns red when the asset has at least one active Service Failure Alarm. For more details about service failure, see the article What is a Service Failure Alarm. Users can click the asset to view the Asset Slideout, which includes the specific active alarms. For more details about the Asset Slideout, see the article Asset Details. 

Only Administrators can configure Command Center views. For more information on how to set up a view, see the article Command Center Configuration.

Other Iconography 

Display	Definition
	The asset needs attention. There is an alarm for the asset that requires triage. The timer indicates how long the asset has been in alarm.
	The asset has open work and triage is complete.
	The asset has been snoozed.
	The asset has had work closed in the last 24  hours.

 

Performing Triage

The goal of triage is to make a decision about how to action active alarms that are affecting one or more assets. Virtual Facility supports three triage outcomes: Create Work, Snooze, and Decline. Each of these outcomes can be performed for one or more assets and their associated alarms. For more information on Triage, see the article Alarm Triage Overview. 

Viewing Details of the Asset

To learn more about the asset and to address underlying alarms, click on the asset to open the Asset Details. 

1. Alarms list: Active alarms will have a filled in bell icon, inactive alarms have an outline of a bell. To create work on an individual alarm, select the 3 dot menu and "New Work Ticket"
2. Work list: Open work tickets are listed in this table. Select the row to open the work ticket details.
3. Related Assets: List of related assets and their status. To add relationships, select the Relationships tab.
4. Asset Actions: To take an action on the asset (create work, snooze asset, delete asset), use of the action buttons. 

Create Work

A work ticket can be created for one alarm, all alarms for an asset, or multiple assets. 

Work Ticket for one Alarm on an Asset

Select the 3 dot menu > New Work Ticket

The create work ticket screen will open with details of the alarm populated. Complete any missing information before selecting Create on the work ticket.  

Work Ticket for all Alarms on an Asset

Select the Work icon on the asset details > Create new work ticket

The create work ticket screen will open and all active alarms for the asset will be attached to the work ticket. Complete any missing information before selecting "Create" on the work ticket.  

Work Ticket for Multiple Assets

Check the assets you want to create work for then select the "Create Work" icon. 

The create work ticket screen will open and all active alarms for the selected assets will be attached to the work ticket. Complete any missing information before selecting "Create" on the work ticket.  

Add to Existing Work Ticket

Sometimes more alarms may go off for an issue that has already been dispatched. Existing work tickets can be amended with additional alarms or assets. This can be done at the asset or alarm level. 

Reissue a work ticket

When a work order is closed without the alarm being resolved, users have the option to reissue work. Select the yellow icon next to the asset, on the work ticket select "Reissue"

A new work ticket will be created with pre-populated details from the previous work ticket. 

Snooze

To snooze an asset, select the snooze icon on the details modal. A reason for the snooze will need to be entered before the snooze starts. At the end of the snooze period, if the asset no longer has active service failure alarms, the asset will no longer display in the Command Center. A snooze can be canceled before time expires. 

Decline

Alarms must be declined individually and require a reason. To decline an alarm, select the 3 dot menu and select "Decline".