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ReliaTel Operator Training Release 4.1.1 Alarm Suppression and Alarm Knowledgebase Portal. Training - Version 1.0. Alarm Suppression. Alarm suppression is set by the ReliaTel Administrator Suppressed alarms no longer appear in the alarm list once the threshold is reached - PowerPoint PPT Presentation
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
ReliaTel Operator Training
Release 4.1.1
Alarm Suppression andAlarm Knowledgebase Portal
1
Training - Version 1.0
© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Alarm Suppression
Alarm suppression is set by the ReliaTel Administrator Suppressed alarms no longer appear in the alarm list once the
threshold is reached Clearing alarms to a number below the threshold will enable new
alarms to appear until the threshold is reached again
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Opening the Alarm Knowledgebase
Alarm knowledgebase is a repository of alarm-specific information Provides vendor and organization information on resolving issues Provides a repository for vendor and organization documentation and
hyperlinks Able to manage alarms from the knowledgebase
Opening the alarm knowledgebase Always from an alarm
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Knowledgebase Layout
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Knowledgebase Layout (cont.)
Components Details pane Portlet pane
Details pane View and edit alarm details Content and editing capabilities similar to the Details section in the Alarm
List Portlet pane
6 separate portlets Recommended Actions Related Documentation Entity Attributes Entity Logs Historical Trends Manual Actions
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Details Pane
Details tab Actions
Change alarm severity level Open the Center Details window Open the Entity Details window Add notes to the alarm Acknowledge and clear alarms Return to the Alarm List Note: Some fields (Trouble Ticket
and Resolution are optional – definedby the ReliaTel Administrator)
Source tab Same information as the
Source tab in the Details section
Notification Status tab Current status of notification state
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Portlets Pane
Entity Attributes Details that are relevant to the entity
Entity Logs Logs relevant to the alarm and entity; snapshot, not real time
Historical Trends Graphical representation of alarm events for the entity
Manual Actions Ping Traceroute
Recommended Actions Alarm resolution recommendations
Organization Vendor
Related Documentation Device related documentation and hyperlinks
Organization Vendor
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Recommended Actions/Related Documentation
Recommended Actions System
Provided at implementation Vendor/Tone Software recommended actions
User Added by ReliaTel administrator Developed from within your organization
Related Documentation Center, entity, alarm (alarm message) Documentation for Center and Entity
Organization only, added by ReliaTel administrator Alarm
Device vendor, provided at implementation Developed from within your organization; added by ReliaTel Administrator
Document Types Text documents Hyperlinks (internet and ntranet)
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Feedback Form
For operators – use to recommend alarm knowledgebase updates
Knowledgebase is read-only for operators Portlets: Recommended Actions and Related Documentation E-mail format – sent to organization’s designated Kb Administrator
Sample Updates Field experience - successful resolution activity for a alarm
Added to the Recommended Actions portlet for that alarm Available to other operators as guidance in resolving future alarm issues
Field documentation – organizational documents and links Documentation and links specific to alarm resolution at a center or entity
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Select subject from list or enter your own
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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.
®
Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal
Knowledgebase Layout Preferences Number of columns used to contain portlets
Customizing layout preferences
Setting up and saving a layout Loading a saved layout Deleting a saved layout Restoring the default layout
Portlet controls
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