Partner Alert Management

Introduction

The Alerts Management feature in the HP Workforce Experience Platform (WXP) helps partners manage alert rules for all supported customers from a single, centralized interface.

With this feature, partners can configure, update, and monitor alert rules across multiple customer accounts without needing to access each account individually. This option simplifies administration and improves efficiency.

This article provides a step-by-step guide to:

• View alerts
• Edit alert settings
• Enable and disable alerts
• Duplicating Alerts

How Partner-Managed Alerts Work

When a partner edits an alert rule, WXP automatically applies those changes to the associated customers. As a result, the partner configures how the alert works, and WXP updates the customer experience accordingly.

The following partner actions impact a customer's alert rules:

• Removing a customer from an alert rule: If a partner removes a customer from an alert rule and the customer isn't part of another alert rule for that metric, the alert rule becomes editable at the customer's level.

• Adding a customer to an alert rule: When a partner adds a customer to an alert rule, the rule becomes partner-managed and is read-only in the customer's account.

• Disabling an alert rule: If a partner disables an alert rule, it's also disabled in the customer's account. It remains disabled until the partner enables it again.

• Modifying alert settings: Changes made by the partner to alert settings, such as the Title, Threshold, or Severity level, are reflected in the customer's read-only view of the alert rule.

Viewing Alerts

Partners can manage alert rules for their customers. However, they must select a specific customer account to view that customer’s active alerts.

1. Log in to WXP. The Home page is displayed.
2. In the upper left corner of the partner view, select a customer from the dropdown.
3. From the left menu of the WXP, click Alerts > Active Alerts. The list of active alerts for the selected customer is displayed. Click any alert to view its details.

Editing Alerts

Each predefined alert is configured to apply to all customers by default.

To edit alert settings:

1. Log in to WXP. The Home page is displayed.

2. From the left menu, click Alerts Management. A list of predefined alert rules is displayed.

3. Click the alert title to open the Edit Alert page or hover over an alert. On the right side of the row, an action icon with three dots is displayed. Click the action icon and select Edit. The Edit Alert page displays.

4. In the edit screen, adjust any of the following alert settings as required:

• Severity: From the Severity dropdown, select a severity level (Critical, High, Medium, or Low). The updated severity appears in the platform and in any notifications that are sent.

• Title: Under Title, update the title for the alert. The updated title appears in the WXP platform and notifications.

• Description: Under Description, enter the description. The description appears below the alert title.

• Threshold: Set a custom fleet threshold from 1 to 100. This value determines when the alert is triggered. For instance, if the threshold is set to 10%, the alert activates when 10% or more of the customer's devices experience the issue.

• Select customers: The default option is set for all customers. If you wish to apply the alert to particular customers, from the Select customers to apply this alert to dropdown, select the customers you want to apply the alert rule to.

Notifications
Configure In-product notifications:

1. Click In-product notifications dropdown. All available partner user roles are displayed.
2. Select one or more roles from the list. All selected roles will receive in-product notifications when an alert is triggered. These notifications appear in the Notification Center, accessible via the bell icon in the upper-right corner of the platform.

Configure Email notifications:

1. To enable email notifications, click the Email notifications dropdown. All available partner user roles are displayed.
2. Select one or more roles from the list. All selected roles will receive email notifications when an alert is triggered. To reduce email volume, a single email will be sent for alerts that affect multiple customers.
3. Click Save.

The alert begins monitoring and triggers when the assigned customers reach the defined threshold.

Enabling and Disabling Alerts

You can control alerts by enabling or disabling them based on your operational needs. Enabled alerts actively monitor data and trigger when the threshold is met for any customer. Disabled alerts stop monitoring and do not trigger any alerts. Use the Enable/Disable feature to activate or deactivate individual alerts or manage multiple alerts in bulk for greater efficiency.

1. Log in to WXP. The Home page is displayed.
2. From the left menu of the WXP, click Alerts > Alerts Management. A list of the predefined alert rules will be displayed with Status as Enabled or Disabled.

Enabling or disabling individual alerts:

1. Log in to WXP. The Home page is displayed.
2. From the left menu of the WXP, click Alerts > Alerts Management. A list of the predefined alert rules will be displayed with status as Enabled or Disabled.
3. In the alerts list, click the alert title or hover over an alert. On the right side of the row, an action icon with three dots is displayed.
4. Click the action icon and select the desired action - Enable (if the alert status is Disabled) or Disable (if the alert status is Enabled). The Status column updates to show the new alert status.

Enabling or disabling alerts in bulk:

You can configure the status for multiple alerts in bulk.

1. Log in to WXP. The Home page is displayed.
2. From the left menu of the WXP, click Alerts > Alerts Management. A list of predefined alert rules appears, showing their Status as either Enabled or Disabled.
3. Select the checkboxes next to the alerts you want to manage.
   At the top of the page, new Enable and Disable options appear.
4. Click Enable to activate all selected alerts that are currently disabled.
5. Click Disable to deactivate all selected alerts that are currently enabled.

In the lower-right corner, a confirmation message appears when the status update is successful. The alert Status updates to reflect the change.

Duplicating Alerts

Every customer has unique needs and priorities, so a threshold that works for one customer might not work for another. You can duplicate an alert rule to create new rules with unique thresholds for different customers.

Each customer can be assigned to only one alert rule per metric. Before duplicating an alert rule, edit the existing rule and select the customer(s) it should apply to.

For example, if you want to set two different thresholds for the BSOD alert:

• Edit the existing alert rule.
• Select the customer(s) it should apply to.
• Save your changes.

Any customers not assigned to the original rule will be available when you create the duplicated rule.

To duplicate an alert -

1. Log in to WXP. The Home page is displayed.

2. From the left menu of WXP, click Alerts > Alerts Management. A list of the predefined alert rules displays.

3. Hover over an alert. On the far right of the row, an action icon with three dots appears. Click the action icon and select Duplicate. The Duplicate Alert page displays.

4. In the edit screen, adjust the alert settings (Severity, Title, Description, Threshold, etc.). The Select customers to apply this alert to dropdown shows only customers not already assigned to an alert for the selected metric.

5. Click Save.

Contact Us

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