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New workflows are created using templates that have been created for you. These range from a blank alarm process which includes start and finish activities only to more complex work flows that escalate alarms via email or SMS. The two main templates are the Business Partner Major Alarm template which is designed to to send alarms to the Business Partners service desk email address for this customer and/or work through a list users administered in a callout list to escalate the alarm.

A second template is very similar but is used to notify the customers own service desk if they have one and also escalate alarms to their own engineers if required.

Other templates demonstrate how to

• Push an alarm to the Virsae mobile app
• Push alarm details to an external issues system such as Service Now via the Service Now API
• Simply send an email notification to a single user or group mailbox.

In this document ...

Business Partner Major Alarm Template

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• The workflow retrieves all the business partner, customer, location and alarm details for a given alarm.
• It then waits for a period of time and then checks that the alarm is still active. If it the alarm is not no longer active a 'resolved' email is formulated and sent to the business partner service desk and the workflow is terminated.
• If the alarm is still active an email and SMS message is formulated and the business partner availability options are checked. Should an email be sent to the business partner service desk? If these options have been checked in configuration an email is sent.
• The availability options are then checked to see if a callout list should be used. If using a callout list is not checked then an email is sent to an assigned user if one has been configured and the workflow is terminated.
• If using a callout list has been configured then the workflow enters a loop to work through each engineer, messaging each in turn with a delay between each message until the list is exhausted. The loop then exits and the workflow is terminated. If the variable FirstCalloutEngineer is set to True in the global properties, the first engineer in the callout list is called twice before escalating to other engineers in the callout list.

Control Variables

The following variables control the functionality within the BP Major Alarm workflow.

• FirstCalloutEngineer - If set to True the first engineer will be messaged twice before escalating to other engineers in the callout list. If False the first callout engineer will only be called once.
• StopCalling - Once set to True, the callout functionality will exit and the workflow will end.
• CalloutInterval - This sets the duration the messaging activities SendEmail and SendSMS will wait for a retry.

Alarm Details

• On starting the workflow retrieves the customer, business partner, equipment and location details.
• It then waits 4 minutes waits  a configurable number of seconds before using the Alarm ID and Location ID to determine if the alarm is still active.

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• If the alarm is no longer active an email is formatted advising of the alarm details and that the alarm was resolved within 4 minutes the time period and the workflow finishes.

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• If the alarm is still active after a time period the callout list is retrieved and email and SMS messages formulated.
• A check of the administered availability options is then made to see if send to the business partner service desk is checked or not. If Not then the workflow moves onto the next check which is the callout list is to be used.
• If it is checked service desk email address is retrieved from the business partner configuration or the customer configuration and an email is sent.

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• The availability options are then checked again to see if Use Callout List is checked.
• If use callout list is not checked then messages will be sent to a defined user if one is defined.
• A split is used to start two three parallel processes send an email and or a SMS message.
• In each branch a check is made to see if the business partner user email address is populated and if the business partner user mobile phone number is populated and mobile App notifications is enabled.
• If either one or both more of these are populated then the appropriate message(s) are sent and the workflow is terminated.

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• The workflow retrieves all the business partner, customer, location and alarm details for a given alarm.
• It then waits for a period of time and then checks that the alarm is still active. If it is not active the workflow is terminated.
• If the alarm is still active an email and SMS message is formulated and the business partner availability options are checked. Should an email be sent to the customer service desk or if this is not populated the business partner service desk? If these options have been checked in configuration an email is sent.
• The availability options are then checked to see if a callout list should be used. If using a callout list is not checked then an email is sent to an assigned user if one has been configured and the workflow is terminated.
• If using a callout list has been configured then the workflow enters a loop to work through each member of the callout list, messaging each in turn with a delay between each message until the list is exhausted. The loop then exits and the workflow is terminated.

Control Variables

The following variables control the functionality within the BP Major Alarm workflow.

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