EAL-TIME ALERT MANAGER · Agent Logic z Real-Time Alert Manager 3.0 User’s Guide 11 SYSTEM ARCHITECTURE PREFACE System Architecture. RTAM. is a web application that runs as a Java

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ii Agent Logic Real Time Alert Manager 3.0 User’s Guide

REAL TIME ALERTMANAGER 3.0 USER’S GUIDE

AGENT LOGIC, INC.8603 WESTWOOD CENTER DRIVE

4TH FLOOR

VIENNA, VA 22182PHONE - (703) 744-7700

FAX - (703) 744-7701

Copyright © 2003-2009 Agent Logic / Agent Logic, Inc. and/or its suppliers, 8603 Westwood Center Drive, 4th Floor, Vienna, VA, U.S.A. All rights reserved.

This document contains information that is the property of Agent Logic and is furnished for the sole purpose of the operation and maintenance of Agent Logic products. No part of this publication is to be used for any other purpose, nor is it to be reproduced, copied, disclosed, transmitted, stored in a retrieval system or translated into any human or computer language, in any form, by any means, in whole or in part, without the express written consent of Agent Logic.

Except as otherwise explicitly agreed to in writing, Agent Logic makes no representation that equipment, software programs, and practices described herein will not infringe on existing or future patent rights, copyrights, trademarks, trade secrets, or other proprietary rights of third parties. The descriptions contained herein do not imply the granting of the right to make, use, sell, license, or otherwise transfer Agent Logic products described herein. Agent Logic disclaims responsibility for errors that appear in this document, and it reserves the right, at its sole discretion and without notice, to make substitutions and modifications in the products and practices described in this document.

Trademarks

Agent Logic, Event Detection and Response, User-Driven Complex Event Processing, “To Detect and Respond,” “CEP for Humans,” RulePoint, Real-Time Alert Manager, RTAM, RuleCast, L2H, Low-to-High, High-to-Low, Enterprise Agent Server, and other Agent Logic products and solutions referenced herein are either trademarks or registered trademarks of Agent Logic/Agent Logic, Inc. Other product and company names mentioned herein may be the trademarks of their respective owners.

Certain product and company names mentioned herein are protected as follows:

• Firefox is a trademark of the Mozilla Foundation.• Intel and Pentium are registered trademarks of Intel Corporation in the United States, other countries, or both.• Microsoft, Active Directory, Internet Explorer, NetMeeting, PowerPoint, SQL Server, Windows 98, Windows 2000,

Windows 2003, Windows NT, and WordPad are either registered trademarks or trademarks of Microsoft Corporation in the United States, other countries, or both.

• Sun Microsystems, Sun, AnswerBook, Java, JVM, Solaris, Solaris JumpStart, StarOffice, Sun Ray, SunForum, Ultra, and Trusted Solaris are either registered trademarks or trademarks of Sun Microsystems, Inc., in the United States, other countries, or both.

• UNIX is a registered trademark of The Open Group in the United States, other countries, or both.• Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.• Apache Tomcat and Tomcat are trademarks of the Apache Software Foundation in the United States, other countries, or

both.• BEA WebLogic is a registered trademark of BEA Systems, Inc., in the United States, other countries, or both.• IBM and WebSphere are registered trademarks of International Business Machines Corporation in the United States,

other countries, or both.Other product and company names mentioned herein may be the trademarks of their respective owners.

FILE NAME: RTAM_3.0_USERSGUIDE.PDF

DOC ID: RTUG3020091116

Agent Logic Real-Time Alert Manager 3.0 User’s Guide iii

CONTENTS

PREFACE

Related Guides. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Identifying File Paths. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

RTAM Capabilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Security Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Apache Tomcat SSL Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

WebLogic Server SSL Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

JBoss Server SSL Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

INTRODUCTION

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Navigating RTAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Channels Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Navigation Tabs and Panels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Alert List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Alert Detail Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Organizing Your Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Creating Channels and Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Creating Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Creating Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Moving Channels and Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Deleting Channels and Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Logging Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

CONTENTS

iv Agent Logic Real-Time Alert Manager 3.0 User’s Guide

CHAPTER 2 WORKING WITH ALERTS

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Viewing Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Viewing a Specific Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Viewing an Alert in a Separate Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Managing Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Filtering the Alert List by Priority. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Acknowledging Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Selecting the Number of Alerts to Display in the Alert List Panel . . . . . . . . . . . . . . . 23

Manually Refreshing the Alert List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Sending Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Deleting Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Forwarding an Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Changing the Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Searching for Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Performing a Quick Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Performing an Advance Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Searching within the Alert. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Setting your Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Setting your Date and Time Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Assigning a Color for each Alert Priority Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

APPENDIX A LOCALIZATION SUPPORT

Changing your Language Preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Agent Logic Real-Time Alert Manager 3.0 User’s Guide 5

RELATED GUIDES PREFACE

PREFACE

This guide describes how to how to use Real-Time Alert Manager™ (RTAM®). This guide is intended for users of the RTAM software.

Related Guides Agent Logic also provides the following RTAM and other related documentation.

Document Conventions

The following table describes the typographic conventions used in this guide.

Suite Title

Real-Time Alert Manager (RTAM)

Real-Time Alert Manager ’s Administrator’s Guide

RulePoint® RulePoint online helpRulePoint User’s GuideRulePoint Administrator’s GuideRulePoint Developer’s Guide

Font or Symbol Use Example

italic Book titles Words to be emphasized

Read the Administrator’s Guide.You must complete this step.

monospace font

Text to type exactly as shown File paths and file names

Type Exit.$CATALINA_HOME\bin

[monospace font]

Names of variables to replace with a real value

[server name]

[IP address]

bold sans-serif font

Names of pages and parts of pages

In the Time fieldThe Login page appears.

<bold sans-serif font>

Keyboard charactersSimultaneous key strokes

Press <Esc>.Press <Ctrl-Alt-Del>.

PREFACE IDENTIFYING FILE PATHS

6 Agent Logic Real-Time Alert Manager 3.0 User’s Guide

IdentifyingFile Paths

All of the instructions in this guide reference relative paths for both Apache Tomcat™, JBoss, or BEA® WebLogic® Server as well as for Windows and Unix.

The following examples provide the web server- and OS-specific paths that you will be using in this guide:

Tomcat in Windows:

Tomcat in Unix:

WebLogic Server in Windows:

WebLogic Server in Unix:

The instructions in this chapter identify these paths as [RTAMHome]. For example:

Customer Support

If you have followed the instructions in this document and need further assistance, please send an email to [email protected] or call 703.744.7799. To help us assist you, please provide the following information:

• Your contact information, including your name, phone number, physical address, and email address;

• The Agent Logic product name and version as well as any Service Packs applied (click About at the bottom of any RTAM page);

• The vendor and version information for the following items:• Operating system• Hardware platform• Web browser• Database• Java Virtual Machine (JVM)• Web container (Tomcat or WebLogic);

%CATALINA_HOME%\webapps\RTAM

$CATALINA_HOME/webapps/RTAM/

[WebLogicInstallDir]\user_projects\domains\agentlogic\RTAM

[WebLogicInstallDir]/user_projects/domains/agentlogic/RTAM/

[RTAMHome]\WEB-INF\db\build.properties

NOTEAll paths in this guide use Microsoft Windows notation. Please note that for Unix you will need to use slashes instead of backslashes and $location instead of %location%.


RTAM CAPABILITIES PREFACE

• Any configuration and/or log files that Agent Logic has requested;• A description of the problem, the business impact of the problem, and,

if appropriate, the steps to reproduce the problem.

RTAMCapabilities

Real-Time Alert Manager (RTAM) provides the following capabilities:

• Receive actionable and contextual HTML/graphical alerts in real time directly via a web browser without any software download;

• View real-time changes to alert status/modification without requiring data refreshes;

• Launch third-party applications, such as link analysis charts or GIS applications, directly from an alert;

• Enable real-time alert channels for users across distributed enterprise networks;

• Modify alert and channel preferences, such as changing priority levels and renaming and deleting channels;

• Organize and filter large volumes of alerts, from different originators or networks, into user-defined information folders;

• Initiate instant responses to alerts via the RTAM user interface;• Acknowledge alerts for an entire working group to prevent duplicate

responses or actions;• Provide direct user-to-user alert sharing and collaboration.

PREFACE SYSTEM OVERVIEW


System Overview

RTAM is a web-based platform that can be fully integrated with RulePoint or RuleCast to manage incoming alerts. RulePoint or RuleCast generates an alert and then sends it either locally or remotely to RTAM.

RTAM Process Flow

All alerts contain the RTAM channel, priority, and actions as defined in either RulePoint or RuleCast. In RulePoint, users define a RTAM alert in response to an event. The response defines the RTAM alert details, including the channel, header, priority, and actions.


SYSTEM OVERVIEW PREFACE

RulePoint - RTAM Response

• Name (RulePoint only) - The name of the RulePoint Response. • Description (RulePoint only) - The description of the RulePoint Response.• Last Error (RulePoint only) - Any errors pertaining to the RulePoint Response. • To - The username of each RTAM user receiving the alert.• Groups: (RulePoint only) - A group of RTAM users to receive the alert. The

group name is resolved and each group member receives the alert.• Subject - Corresponds to the Title property of the alert in RTAM.• Message Body - Corresponds to the Body property of the alert in RTAM.• Actions - The links to be added as Actions in the alert (for example, URL, file

pathname, mapped network drive, etc.).• Channels - The names of the channels to which the alert is sent. If the channel

is not available in RTAM, it can also be created by the incoming alert.• Header - Additional information about the alert.• Priority - The priority level of the alert (5 is the highest; 1 is the lowest).• Status (RulePoint only) - The status of the RulePoint Response.• Owner (RulePoint only) - The user who created the RulePoint Response.

PREFACE SYSTEM OVERVIEW


When RTAM receives an alert from RulePoint or RuleCast, it places the alert into the specified channel. You can then create folders to organize your channels. The All (Default) channel and the All (Default) folder are created for you to store all of your alerts in the event that a channel or folder is deleted.

RTAM also provides the means to respond to events through links, or Actions. In the Alert Detail panel, you see all of the information pertaining to the alert. The Actions provide links to reports and to the original alert. These links are also defined in RulePoint or RuleCast, and can be clicked to perform a variety of actions including launching other applications, triggering business processes, or launching queries.


SYSTEM ARCHITECTURE PREFACE

System Architecture

RTAM is a web application that runs as a Java process within an Apache Tomcat™ , JBoss or BEA® WebLogic® Server instance on a Windows, Linux, or Solaris operating system. RTAM receives alerts from RulePoint or RuleCast, which can be installed on the same application server as RTAM or on another application server, via the JMS (Java Messaging Service) protocol.

Users are authenticated through a local or a remote database (MySQL, Oracle, or SQL Server) or through a Lightweight Directory Access Protocol (LDAP) or Active Directory (AD) server.

RTAM System Architecture

PREFACE SECURITY FEATURES


Security Features

RTAM supports the following security features:

• Authentication is required to access the web interface• Encrypted passwords• Login encryption provided by the web container• LDAP support

Apache Tomcat SSL Support

RTAM can be configured to provide encrypted web access via HTTPS/SSL connections. RTAM leverages the Apache Tomcat™ integrated security modules for encryption, cipher strength, and SSL certificate management, including self-signed and third-party certificates. No additional configuration is required beyond that of Tomcat.

For additional information about HTTPS/SSL connections, see the following URLs:

http://tomcat.apache.org/tomcat-5.5-doc/ssl-howto.html

-or-http://tomcat.apache.org/tomcat-6.0-doc/ssl-howto.html

WebLogic Server SSL Support

RTAM can be configured to provide encrypted web access via HTTPS/SSL connections using the WebLogic® Server SSL support. No additional configuration is required beyond that of WebLogic Server.

For more information about configuring SSL in WebLogic Server, see the following URLs:http://e-docs.bea.com/wls/docs100/secmanage/ssl.html

http://e-docs.bea.com/wls/docs100/ConsoleHelp/taskhelp/channels/ConfigureListenPorts.html

JBoss Server SSL Support

RTAM can be configured to provide encrypted web access via HTTPS/SSL connections using the JBoss Server SSL support. No additional configuration is required beyond that of JBoss Server.

For more information about configuring SSL on the JBoss Server, please see the vendor’s documentation.



http://e-docs.bea.com/wls/docs100/secmanage/ssl.html

http://e-docs.bea.com/wls/docs100/ConsoleHelp/taskhelp/channels/ConfigureListenPorts.html


CHAPTER 1 INTRODUCTION

This chapter describes how to get started with using Real-Time Alert Manager™ (RTAM®). This chapter includes the following sections:

• Overview (on page 14)• Logging In (on page 14)• Navigating RTAM (on page 15)• Organizing Your Alerts (on page 17)• Creating Channels and Folders (on page 17)• Moving Channels and Folders (on page 18)• Deleting Channels and Folders (on page 19)• Logging Out (on page 19)

CHAPTER 1, INTRODUCTION OVERVIEW


Overview This section provides a tour of the RTAM interface, including how to perform basic functions, such as logging in, setting preferences, and creating channels and folders.

Logging In Before logging into RTAM, you must obtain a valid username and password from your system administrator.

TO LOG INTO RTAM:

1. Launch a web browser and go to the following URL:http://[RTAM hostname]/RTAM

where [RTAM hostname] is the hostname or IP address of the server where RTAM is installed.

The RTAM login page appears.2. Type your username and password in the appropriate fields.3. Click Login. The RTAM home page appears.

RTAM Home Page

NOTE• Depending on your configuration, you may have to type

“https”.• RTAM must be in all capital letters.


NAVIGATING RTAM CHAPTER 1, INTRODUCTION

Navigating RTAM

The RTAM user interface is divided into three panes:

• Channels Explorer on the left (see “Channels Explorer” on page 15)• Alert List on the upper right (see “Alert List” on page 16). • Alert Detail on the lower right (see “Alert Detail Panel” on page 16).

RTAM Home Page

The following sections describe each part of the home page.

Channels Explorer

The Channels Explorer is located in the left frame of the RTAM application and displays all of your channels and folders. You can use the Channels Explorer to create, move, and delete channels and folders. For more information, see “Organizing Your Alerts” on page 17.

Channels Explorer

Channels Explorer Alert List

Panel

Alert Detail Panel

Navigation panels and Tabs

CHAPTER 1, INTRODUCTION NAVIGATING RTAM


Navigation Tabs and Panels

The navigation tabs and panels provide access to major tasks; including viewing, searching, sending alerts and setting preferences.

Alert List

In the Alert List tab, you can view all of your alerts, view alerts by channel, or view specific alerts. For information, see Chapter 2‚ “Working with Alerts,” starting on page 20.

Show Search

In the Show Search panel, you can search for current or archived alerts based on date, title, header, or body. For information, see “” on page 28.

Send New Alert

In the Send New Alert tab, you can manually create alerts to send to other users. For information, see “Setting your Preferences” on page 29.

Preferences

By clicking the Preferences link, you can specify your preferences including the colors for your alert priority numbers and changing your language. For more information, see “Selecting the Number of Alerts to Display in the Alert List Panel” on page 23 or Changing your Language Preference (on page 32)

Alert List

The Alert List is located in the upper-right panel of the RTAM main page and displays alerts based on the folders and channels selected in the Channels Explorer (see “Organizing Your Alerts” on page 17). In the Alert List, you can acknowledge and delete multiple alerts at one time. For more information, see Chapter 2‚ “Working with Alerts,” starting on page 20.

Alert Detail Panel

The Alert Detail panel is located in the lower-right panel of the RTAM main page and displays the details of the alert selected in the Alert List. In the Alert Detail panel, you can acknowledge, forward, change priority, and delete alerts. For more information, see Chapter 2‚ “Working with Alerts,” starting on page 20.

In the Alert Detail panel, you also can search within the alert for specific information. This is useful if the alert is large and cannot be viewed in a single page. For more information, see “” on page 28.


ORGANIZING YOUR ALERTS CHAPTER 1, INTRODUCTION

Organizing Your Alerts

You use the Channels Explorer to organize your folders, subfolders, and channels to suit your personal working style. The All (Default) folder already exists and contains all of your channels, folders, and subfolders. The All (Default) folder cannot be renamed, moved, or deleted. The All (Default) channel already exists and contains all of your alerts. The All (Default) channel cannot be renamed, moved, or deleted.

Incoming alerts are associated with a specific channel. RTAM creates channels that have been specified in any RulePoint response or RuleCast agent that sends alerts to RTAM. When RTAM receives an alert from RulePoint or RuleCast, it will place the alert in the specified channel. If that channel is not available, RTAM will place the alert in the All (Default) channel. If you create the specified channel later, the alert will then be placed into that channel. See the administrator for your site-specific channel configuration.

Creating Channels and

Folders

When creating new channels and folders, the following rules apply:

• Channel and folder names are case sensitive. For example, RTAM considers “news” to be different from “News.”

• Semi-colons ‘;’ are NOT allowed in channel and folder names:

You can create as many folders as necessary to organize your channels.

Creating Channels

The count next to a channel displays the number of alerts in that channel. This count decreases when you delete an alert.

TO CREATE A NEW CHANNEL:

1. In the Channels Explorer, click Add Channel or right-click a folder name and select Add Channel. A dialog box is displayed.

Create New Channel

2. In the dialog box, type the name of your new channel.3. Press <Enter>.

NOTEA count is not displayed for folders. Folders are only for organizing your channels.

CHAPTER 1, INTRODUCTION MOVING CHANNELS AND FOLDERS


Creating Folders

TO CREATE A NEW FOLDER:

1. In the Channels Explorer, click Add Folder or right-click a folder name and select Add Folder. A dialog box is displayed.

Create New Folder

2. In the dialog box, type the name of your new folder, 3. Press <Enter>.

Moving Channels and

Folders

You can drag and drop channels and folders to rearrange them as well as to move a channel or folder into a folder or subfolder.

NOTE• Folders cannot be moved into channels.• The All (Default) folder and All (Default) channel cannot be moved.


DELETING CHANNELS AND FOLDERS CHAPTER 1, INTRODUCTION

Deleting Channels and

Folders

If you delete a channel, RTAM moves the alerts associated with the deleted channel into the All (Default) channel. When RTAM receives a subsequent alert associated with the deleted channel, it places that alert into the All (Default) channel or creates a new channel if a specific channel was specified by the RulePoint response. For more information, see the RulePoint online help.

TO DELETE A CHANNEL OR FOLDER:

1. Right-click the channel or folder and select Delete.

Delete Channel/Folder

Logging Out TO LOG OUT OF RTAM:

• Click Logout in the upper-right corner of the RTAM page.

NOTEYou cannot delete the All (Default) folder or the All (Default) channel.


CHAPTER 2 WORKING WITH ALERTS

This chapter covers how to manage your alerts. It describes how to view , acknowledge, search, send, forward, filter, prioritize, or delete your Real-Time Alert Manager™ (RTAM®) alerts.

This chapter includes the following sections:

• Overview (on page 21)• Viewing Alerts (on page 21)• Searching for Alerts (on page 26)• Setting your Preferences (on page 29)

CHAPTER 2, WORKING WITH ALERTS OVERVIEW


Overview RTAM provides the ability to how to view, acknowledge, search, send, forward, filter, prioritize, or delete your RTAM alerts.

Viewing Alerts The Real-Time Alerts tab displays your alerts. By default, all of your alerts display in the upper portion of this tab, the Alert Inbox. To display only those alerts in a specific channel or folder, click the name of the channel or folder in the Explorer. For example, in the following graphic, only alerts in the Forgery channel located in the Criminal Records folder are display in the Alert List.

Real-Time Alerts Tab

The following information is displayed for each alert in the inbox:

When you select an alert, Alert Detail panel is populated with details of the selected alert. By default, the first alert in your inbox is selected. For more information about the Alert Detail panel, see “Viewing a Specific Alert” on page 22.

This field... Displays...

Priority The alert priority, where 0 is the lowest and 5 is the highest.Alert Subject The subject of the alert. This is what the alert is about.Age How old the alert is. The current time minus the date the alert was

created.Date Created The date and time RTAM received the alert.


MANAGING ALERTS CHAPTER 2, WORKING WITH ALERTS

Viewing a Specific Alert

To view a specific alert, click the title of the alert in the Alert List. The alert appears in the Alert Detail panel.

Alert Detail Panel

This panel displays all available information about the selected alert. This panel also enables you to acknowledge, forward, change priority, or delete the alert, as well as perform a variety of optional actions, including launching other applications, or other triggering business processes. In addition, you can click Show Header in the Alert Detail toolbar to display the header for the alert, which contains secondary user-specified information associated with the alert.

Viewing an Alert in a Separate Window

You can display an alert in a separate window by double-clicking the alert, or in the Alert Detail window, click the Show drop-down menu option and select Show in New Window.

The alert is displayed in a new window (HTML). To have the alert displayed in simple ASCII text, click the Show drop-down menu option and select Plain View.

Managing Alerts

In RTAM you can have the flexibility to manage the alerts you receive including changing the priority number, filtering, forwarding alerts to other users, etc.

Filtering the Alert List by Priority

You can filter the list of alerts based on their priority numbers by toggling the priority numbers at the bottom of the Alert List panel. The Alert List will display the selected priority number.

Acknowledging Alerts

Acknowledging alerts is useful in a large-scale deployment where multiple users receive the same alert, potentially resulting in duplicated responses or actions.

For example, in a call center, a representative can acknowledge a specific alert and assume responsibility for that alert.

CHAPTER 2, WORKING WITH ALERTS MANAGING ALERTS


When you acknowledge an alert, the alert’s title in the Alert List changes from bold to unbold. The acknowledge feature works as it does in your email inbox. You can acknowledge that an alert has been reviewed and it no longer appears bold in your inbox.

TO ACKNOWLEDGE AN INDIVIDUAL ALERT:

• Click the name of the alert in the Alert Inbox to display it in the Alert List panel, and then click Acknowledge in the Alert Detail toolbar.

TO ACKNOWLEDGE MORE THAN ONE ALERT AT A TIME:

• Select the check box next to each alert in the Alert Inbox, and then click Acknowledge in the Actions toolbar.

Selecting the Number of Alerts to Display in the Alert List Panel

At the bottom of the Alert List panel, you can select the number of alerts to display in the Alert List panel by selecting one of the options listed in the Alerts per Page drop-down option menu. The Alert List panel is adjusted accordingly.

Manually Refreshing the Alert List

At the bottom of the Alert List panel, refresh the list of alerts by clicking .

Sending Alerts

You can manually create alerts to send to other RTAM users, including yourself. Within the alert, you can add an action, which is a hyperlink to a specified URL. More than one action can be added to an alert.

TO CREATE AND SEND ALERTS:

1. Click the Send Alerts tab.2. Create the alert by completing the following fields:

NOTEAfter an alert is acknowledged, it cannot be “unacknowledged.”

In this field... Specify...

To The RTAM user to receive the alertTo select the user, click To.

Group(s) Enter a group email to receive the alert.Subject The subject of the alert.Channels (Optional) The name of the channel(s) to which RTAM sends

the alert. If channel does not exist, RTAM automaticallly creates one to store the alert. If you do not specify a channel, the alert is sent to the All (Default) channel.

Priority The priority level of the alert


MANAGING ALERTS CHAPTER 2, WORKING WITH ALERTS

3. (Optional) To create an action for the alert, complete the following steps:

a. In the Alert Actions panel, click Add.b. In the Action Name field, type a unique name for the action.c. In the Action URL, type the link of the action. This will be the hyperlink in

the alert. It can be a URL, file pathname, or a mapped network drive.d. To add additional actions, repeat Steps a-c.

Deleting Alerts

When you delete an alert, the alert is simply removed from your inbox. After you delete an alert, you cannot perform actions on it, such as forwarding it or changing its priority.

TO DELETE AN INDIVIDUAL ALERT:

• Select the channel with the alert that you want to delete,• Click the name of the alert in the Alert List, and then click Delete in the

Alert Detail toolbar.TO DELETE MORE THAN ONE ALERT AT A TIME:

• Select the channel with the alert that you want to delete,• Select the check box next to each alert, and then click Delete in the Actions

toolbar.TO DELETE ALL ALERTS FROM THE ALERT INBOX:

• Select the channel with the alert that you want to delete,• Click Delete All in the Actions toolbar.

Forwarding an Alert

You can forward alerts to other RTAM users. Even if you previously acknowledged the alert, it will appear unacknowledged to the user that you forward it to. This feature is useful when a representative needs to transfer responsibility for a particular alert to another user.

Body The body of the alert. You can embed HTML in the body.Header (Optional) The header of the alert. You can embed HTML in

the header. The header contains secondary information associated with the alert.

NOTEBecause alerts are stored individually for each user, deleted alerts are not removed from the inbox of other users who received the alert.

In this field... Specify...

CHAPTER 2, WORKING WITH ALERTS MANAGING ALERTS


TO FORWARD AN ALERT:

1. In the Alert List, click the name of the alert to display it in the Alert Detail panel.

2. In the Alert Detail toolbar, click Forward.

Forward Alert

3. In the Forward panel, click To and select one or more existing RTAM users.4. Click OK.5. (Optional) In the Annotation field, type a note to send to the user.6. Click Send at the bottom of the Forward Alert dialog box.

Changing the Priority

If you change the priority for an alert, the priority is changed for all users who received the alert.

TO CHANGE THE PRIORITY OF AN ALERT:

1. Click the name of the alert to display it in the Alert Detail panel. 2. In the Alert Detail toolbar, click Priority.


SEARCHING FOR ALERTS CHAPTER 2, WORKING WITH ALERTS

Change Priority

3. In the Set Priority dialog menu, enter the new priority level.4. Click Set.

Searching for Alerts

RTAM allows you to do a quick search of the subject and body of alerts and lists matching results or perform an advnace search that provides a more detailed set of filters. In both cases you can use a wildcard character in the subject search. For example, “<subject>*”. You can also search for text within a specific alert.

Performing a Quick Search

TO DO A QUICK SEARCH OF ALERTS:

1. Click the Alert List tab, 2. In the top right-hand corner of the Alert List, type the keyword you wish to

search for in the Search field,3. Click Go.

NOTEAvoid the use of the following stop words in a search."a","an","and","are","as","at","be","but","by","for", "if", "in", "into", "is", "it","no", "not", "of", "on", "or", "such","that", "the", "their", "then", "there", "these","they", "this", "to", "was", "will", "with"

NOTEBecause alerts are stored individually for each user, you cannot search alerts owned by other users.

CHAPTER 2, WORKING WITH ALERTS SEARCHING FOR ALERTS


Performing an Advance Search

In the Search Alerts panel, you can search through all of your alerts, including deleted alerts.

TO DO AN ADVANCE SEARCH OF ALERTS:

1. Click Show Search in the top right-hand corner of the Alert List.2. You can search by some or all of the following criteria:

• Start/End Dates - select a date (mm/dd/yyyy) and time (hh:mm am | pm)• Header - type some or all of the header text• Subject - type some or all of the subject text to find• Body - type some or all of the body text

3. Click Search.The results appear in the Alert List panel. The Score column displays the accuracy percentage, which represents how closely the alert matches the search criteria that you specified.

Search Results

4. Select an alert to display it in the Alert Detail panel.

NOTEClicking Cancel will clear all results and search criteria and take you back to the Search Alerts panel.


CHAPTER 2, WORKING WITH ALERTS

Searching within the Alert

You can search for specific terms within an individual alert.

TO SEARCH WITHIN AN ALERT:

1. Click the name of the alert to display it in the Alert Detail panel. 2. In the drop-down menu next to the Find field, select Terms to search for any

occurrence of the text (alphanumeric characters, words, etc.), or select Exact to search for an exact match of the text.

3. In the Find field, type the text you want to find, and then press <Enter>.4. Your search results are highlighted in the Alert Detail panel.

To clear the text from the search field, click Clear.

Search Within an Alert

CHAPTER 2, WORKING WITH ALERTS SETTING YOUR PREFERENCES


Setting your Preferences

In the Preferences dialog box, you can change your language preference, date and time formats, and assign a color for each of the alert priority numbers. For information on how to set your language preference, see Changing your Language Preference (on page 29).

Setting your Date and Time Formats

TO CHANGE YOUR LANGUAGE PREFERENCE:

1. Click Preferences at the top-right-hand corner of the page, 2. From the Preferences module, change the Date Format and the Time Format

fields as you prefer,3. Click Submit.

The examples in the table below show how date and time patterns are interpreted in the U.S. locale. The given date and time are 2001-07-04 12:08:56 local time in the U.S. Pacific Time time zone.

US ENGLISH LOCALE

Date and Time Pattern Expected Result"yyyy.MM.dd G 'at' HH:mm:ss z" 2001.07.04 AD at 12:08:56 PDT2001.07.04 AD at 12:08:56 PDT Wed, Jul 4, '01 "h:mm a" 12:08 PM"hh 'o''clock' a, zzzz" 12 o'clock PM, Pacific Daylight Time


SETTING YOUR PREFERENCES CHAPTER 2, WORKING WITH ALERTS

For more information about the Java simple date and time formats for the English locale, go to http://java.sun.com/j2se/1.5.0/docs/api/java/text/SimpleDateFormat.html.

Assigning a Color for each Alert Priority Number


1. Click Preferences at the top-right-hand corner of the page, 2. From the Colorize rows by priority module, click the corresponding color

button to select a color for each of the priority numbers,3. Click Submit.

"K:mm a, z" 0:08 PM, PDT "EEE, d MMM yyyy HH:mm:ss Z" Wed, 4 Jul 2001 12:08:56 -0700

US ENGLISH LOCALE

Date and Time Pattern Expected Result


APPENDIX A LOCALIZATION SUPPORT

The RTAM 3.0 release supports two languages out-of-the-box: English (US) and Korean (Hangul). This section shows you how to change your language preference, and update your date or time formats.

APPENDIX A,LOCALIZATION SUPPORT CHANGING YOUR LANGUAGE PREFERENCE


Changing your Language

Preference


1. Click Preferences at the top-right-hand corner of the page, 2. From the Language drop-down menu, select (English or Korean ), 3. Click the Submit button. The system will prompt you to confirm your

language preference. 4. Click OK.


INDEX

A

Acknowledging alerts 22Actions 9, 10Alert Detail panel 10Alerts

acknowledging 22changing priority level 25creating new 23deleting 24forwarding 24searching for 26searching within 28sending 23viewing 21viewing alert details 22

All (Default) channel 10All Channels folder 10Apache Tomcat SSL support 12Architecture, system 11Authenticating users 11

B

BEA WebLogic Server SSL support 12

C

Channels 10All (Default) 10creating new 17deleting 19moving 18

Creatinga new alert 23a new channel 17a new folder 18

Customer support 6

D

Deletingalerts 24

channels 19folders 19

F

File paths, identifying 6Folders 10

All Channels 10creating new 17deleting 19moving 18

Forwarding alerts 24

L

Logging in 14Logging out 19

M

Movingchannels 18folders 18

N

Navigating RTAM 15using Channels Explorer 15using tabs 16

O

Organizing alerts 15creating a new folder 18deleting channels and folders 19moving channels and folders 18

P

Preferences tab 16Priority levels

changing 25Process flow 8

INDEX


R

Real-Time Alerts tab 16Related guides 5Relative file paths 6

S

Search tab 16Searching

all alerts 26within alerts 28

Send Alert tab 16Sending alerts 23SSL support

Apache Tomcat 12WebLogic Server 12

System architecture 11

T

TabsPreferences 16Real-Time Alerts 16, 21Search 16Send Alert 16

Tomcat SSL support 12

U

User authentication 11

V

Viewing alerts 21Alert Detail panel 22

W

WebLogic Server SSL support 12

Copyright ©2009 Agent Logic, Inc.All rights reserved.

Agent Logic, the Agent Logic logo, RulePoint, RuleCast, Real-Time Alert Manager, RTAM, AgentML, and To Detect and Respond are all registered trademarks or trade names of Agent Logic, Inc.

Documents

EAL-TIME ALERT MANAGER · Agent Logic z Real-Time Alert Manager 3.0 User’s Guide 11 SYSTEM ARCHITECTURE PREFACE System Architecture. RTAM. is a web application that runs as a Java