The alert center provides service partners with a central platform for monitoring and managing all technical and software-related errors reported by customer devices. Alerts are generated directly by the physical device and assigned to the relevant account via the platform. This allows access to all current error reports from any location via PC or smartphone.
Functions and Benefits:
- Central overview:
All error and status messages from managed customer devices are collected and clearly displayed in the Alert Center. - Cross-customer overview:
Service partners receive a complete overview of all current error statuses across their customers, regardless of device location. - Efficient prioritization:
Alerts enable targeted prioritization of service assignments based on urgency and error type. - Fast assignment:
Clear identification of errors accelerates planning and assignment of service tasks.
Alert Content:
Each alert in the Alert Center contains the following information:
- Error ID: A unique identifier that allows you to clearly assign and track the error across your entire account. Each Error ID is used only once.
- Error Code and Description: These are the technical error codes generated by RATIONAL devices, which link the detected issue to specific assemblies or components. Detailed information about these codes can be found in the TechAssistant app and relevant technical documentation, and they are covered in RATIONAL’s technical training sessions.
- Error Category: Classifies the severity of the error based on its impact on the customer.
- Device Information: Includes the device name, serial number, and model of the affected unit.
- Connection Status: Indicates whether the device is currently online or offline.
- Customer Information: Assigns the alert to the respective customer or location (group).
- Timestamp: Shows when the error was detected and, for resolved errors, how long the error was active.
Alerts cannot be resolved manually. They remain active until the error is fixed on the device. Alerts older than 6 months are automatically hidden and no longer displayed.
