Workflows - Alert Based – CriticalArc

Overview

This page will guide you through the steps on how to create a workflow rule with a trigger based on an alert raised from the SafeZone App.

Examples:

You want to escalate an alert to another set of responders if not answered in a defined number of seconds
You want duress alerts from a high-risk group to automatically send a notification to an incident response team
You want community worker alerts to automatically notify their supervisor when activated / resolved.
You want to notify a user of the next steps after raising alerts (e.g. expect a call from this number)

Important: Please ensure that your SafeZone site has met all the pre-requisites as outlined in Workflow Rules - Pre-requisites

To add a new workflow rule:

Click the plus icon
When creating a new workflow, there are five main steps

Define

The first step defines your workflow. Here is where you give the workflow rule a name, a short description of the rule and you can set it to enable or disable.

To define the Workflow:

Enter the name of the workflow in the Name field
Enter in a short description of the workflow in the Summary field
Select the state of the workflow by toggling the Enabled State switch
Click the Next button to save and progress to the Select Trigger menu, otherwise click on the X to discard and close the editor.

Select Trigger

Triggers are system events that an action can be wired to in response. You must select a trigger at this step to continue with the workflow rule set up.

The set of triggers that you can select from are :

An alert is acknowledged
An alert enters a region
An alert is escalated
An alert exits a region
An alert is canceled by the raiser
An alert is resolved
An alert is restored

To select the trigger:

Click on the drop-down for Trigger this rule when
Select the trigger from the menu
Click the Next button to save and progress to the Specify Conditions menu, otherwise click on the Back button to go back to the Define menu.

Specify conditions

Conditions are applied to a trigger which must be met in order for the workflow to run.

The set of conditions that you can select from are:

Alert Active After	Useful for escalating unacknowledged alerts to other responder groups, or notification recipients
Alert Type	Only apply the workflow for specific alert types (e.g. First Aid, Duress, Check-in Escalation, Call Emergency Services, etc.)
Alert Mechanism	How the alert was sent either Internet - Standard mechanism, e.g. from SafeZone app, OmniGuard, SafeZone desktop, etc Drag Dispatch - Drag dispatch from Command Live screen by operator SMS - Via an SMS fallback - where location updates will not be available Internal - Through an internal escalation, e.g. workflow
Originating Region Group	Region Group the Alert initial activated
Alert Trigger	What triggered the alert event Manual - Someone presses an alert button Check-in Expired Check-in Disconnected Fall Crash Low Battery No Movement (note this requires a Twig Device and is not a trigger from the SafeZone app)
Region	The region the alert was raised
Schedule	Limits when the workflow triggers based on defined schedule
Triggering Region Group	Region Group the Alert was triggered
Triggering User	User that triggered the alert
Triggering User Group	User Group the Alert was triggered from
Originating User	User that originated the alert
Originating User Group	User Group the Alert was originated from

Note: Some conditions are only available for certain triggers that give them enough information to execute.

Important: More than one condition can be applied, but they all need to pass, in order for the actions to be executed. So for example, multiple conditions added with different users specified would never work.

To specify conditions to the workflow:

Click on the drop-down for Add a new condition
Select the condition from the menu
If you need to add additional conditions, click on the drop-down for Add a new condition
Select the condition from the menu
Once you have added in the conditions for the workflow, click the Next button to save and progress to the Add Actions menu, otherwise click on the Back button to go back to the Select trigger menu.

Add Actions

Add actions allows you to dictate which actions occur. You must select one or more actions to run, and multiple actions can be run sequentially with optional delays in the sequence.

The set of actions that you can select from are:

Acknowledge the alert	Should not be used as standard as acknowledging stops the alert sound and may cause operators to miss alerts. Should only be part of an automated escalation (for example to a supported alarm receiving center).
Escalate to another region group	Forwards the alert on to other response teams if no reply. Usually linked to the "Alert Active After" condition
Resolve the alert	Should not be used as standard as resolving removes the alert from the screen completely. Should only be part of an automated escalation (for example to a supported alarm receiving center).
Send a notification to a user group	Notify a defined group about the alert which has been received
Send a notification to all group supervisors of the originating group	Notify all group supervisors about an alert raised in a group they are managing
Send a notification to the triggering user	Send a message back to the person who triggered the alert
Send a notification to all groups of the originating user	Notifies everyone in every group they are part of. Useful to let colleagues know you are in duress. However use with caution - If they are part of a large group (e.g. Staff) all staff would get this message.
Send a notification to the originating user	Send a message back to originator of the alert
Send a notification to all group supervisors of the originating user	Notify all supervisors of an alert raiser in any group they are part of.
Delay: Add a delay before executing the next action	This can add a gap (in seconds) between the actions, e.g. resolve the alert then send a message to supervisor 5 minutes later.

Note: Some actions are only available for certain triggers that give them enough information to execute.

To add actions to the workflow:

Click on the drop-down for Add a new action
Select the action from the menu
Select the Notification template from the drop-down menu
Select which user/user group will receive the notification
To add additional actions, click on the drop-down for Add a new action
If the workflow only requires one action, you can go to Step 7.
Optionally, you can add additional actions or even set up a delay between actions (the screenshot below is for illustration purposes)
Once you have added in the actions for the workflow, click the Next button to save and progress to the Confirmation screen, otherwise click on the Back button to go back to the Conditions menu.

Confirmation screen

After you have added in your actions, you will be presented with a screen that allows you to view the workflow rule that you have created and gives you the option to save, modify or cancel the creation of the workflow.

On the Confirmation screen:

To save your workflow click on the Save icon
To go back a step to the Actions menu, click on the Back button
To cancel the creation of your workflow and discard the changes completely, click on the Cancel button.

For more information about viewing, editing or deleting workflows or to learn more about how these can be applied (there are some examples below), please contact your Customer Success Manager.