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Alert Resolution

Why Resolve Alerts In Tive?

Alert Resolution features give users the ability to manage and communicate the status of alerts to ensure that no issue is overlooked. This reduces the likelihood of preventable load rejections and shipment losses.

Key benefits:

  • Operational Clarity: Communicates that an alert has been acknowledged and is either being addressed or no longer requires attention.
  • Notification Control: Prevents unnecessary notifications for alerts that are already being addressed, have been resolved, or don’t require attention. For example, if a shipment triggers a temperature excursion alert, but investigation shows the deviation is minor and not harmful, a user can mark it as ‘Resolved’ to stop further alerts, even if the temperature remains slightly out of range.
  • Streamlined Workflow: Improves asynchronous coordination across people and teams responsible for a shipment’s successful delivery. 

Alert Resolution Tools

Resolution Status

Alert resolution statuses - not started, in progress, and resolved - clearly communicate what is being done, likely outside of the Tive platform, to address a shipment issue. Resolution statuses also silence future alerts to reduce unnecessary noise and ensure that teams are focusing on the most important, untouched issues. 

How It Works

Step-by-Step Guide:

  1. Accessing the Feature
    • Navigate to an individual Shipment or Tracker Details page.
    • Click on the Alerts Tab and then select “Alert Details” on a specific alert in the list
    • Select the Resolution tab
  2. Updating Alert Status
    • In the ‘Status’ column of the alert, click to update the status.
    • Choose either ‘In Progress’ or ‘Resolved’ depending on your operational assessment.
  3. Understanding What Happens Next
    • Once an alert is marked ‘In Progress’ or ‘Resolved’, the platform silences all subsequent alert triggers for that specific alert.
    • The alert remains visible as ‘Live’ within the Alert Cards if the sensor data shows that the alert is ongoing.
  4. Expected Results
    • Users assigned to the alert will no longer receive notifications.
    • Notifications will resume only if the alert condition resolves and then triggers again.

Alert Owners

Alert owners can be used to clearly delegate the resolution of a shipment issue to a specific individual. It makes it simple to collaborate on alerts across a team and ensure no issue is left unresolved.

Only users in the account or collaborators already assigned to the shipment can be assigned here as alert owners. A user will be emailed if they are assigned to an alert.

How it Works

  1. Navigate to the resolution tab of a shipment or tracker, as referenced above.
  2. Select the email of a user to assign the alert to from the drop-down.

Alert Comments

Alert comments can be used to collaborate more deeply on resolving shipment issues. They are often used to provide status updates and the next steps being taken. They ensure that teams aren’t stepping on each other’s toes and that everyone is aligned on shipment progress.

How it Works

  1. Navigate to the resolution tab of a shipment or tracker, as referenced above.
  2. Add a message and hit send to store it with the alert.
  3. Alert comments can be viewed here in the resolution tab, but also in the comments tab of the shipment.
    a. Note that on the comments tab, users will see all comments for the shipment. This will include comments across all of the shipment alerts as well as comments added to the shipment directly. Read more about shipment comments here.

Key Points to Know

  • Silencing, Not Closing: Updating the status does not close the alert. It will still be visible and ‘Live’ as long as the condition remains out of range.
  • Notification Suppression: Assigned users will no longer receive notifications for that alert until it’s re-triggered.
  • Automatic Closure: Alerts close automatically based on sensor data recovery
  • Closure Timestamp: The alert’s close/end time reflects the moment sensor data confirms the issue is no longer active.
  • Confirmation Warning: Every time you attempt to update the alert status, the Platform displays a warning to ensure you understand the implications.

Best Practices

  • Use ‘In Progress’ when an alert is actively being investigated.
  • Use ‘Resolved’ when an alert condition is understood and no longer requires immediate attention.
  • Do not confuse resolution with closure; alerts marked as ‘Resolved’ are not closed until sensor data returns to normal.
  • For an alert to be ‘Closed’, the sensor data must return within the acceptable range. For example, if the threshold is 5°F and the temperature rises to 10°F, the alert will remain live even if marked as Resolved. Once the temperature returns below 5°F, the alert will automatically be closed.
  • Use resolution status updates to coordinate across teams, a quick status change is often faster than separate communication threads.
  • Regularly updating alert statuses can assist in auditing and traceability for compliance requirements.

In case you have any additional questions, you can reach out to support@tive.com for help!