Alert Management (BC-SRV-GBT-ALM)

Purpose

Alert Management (ALM) comes into play, when business-critical problems occur. Within ALM, conditions for critical situations are predefined. When an alert is triggered in ALM that meets these conditions, responsible or interested parties are determined and informed immediately. Examples of critical situations might be an important customer terminating a contract or a budget being exceeded.

The alerts are polled from the UWL of the Enterprise Portal, application-specific display programs, or the alert inbox. These display programs can be personalized due to the user’s needs. In addition, the users can receive alerts as e-mail, SMS, and fax, if these external methods of communication are configured in SAPconnect. End users can personalize their alert notifications, for example, create notification variants or determine a substitute.

Alert Management helps prevent delays in the processing of critical situations, because the time between discovering and responding to such situations is reduced considerably.

Implementation Considerations

Alert Management (ALM) is an ideal solution if you can identify specific business or technical situations that are critical and could jeopardize efficient operation, and you want specific parties to be informed if these situations arise.

The ALM server has to be a SAP Web AS as of release 6.20. The local application systems can be a SAP Web AS as of release 4.6C.

For local systems of SAP Web AS release 6.10 or lower you need a specific workplace plugin.

Integration

The Alert Framework is provided as part of the SAP Web Application Server. The application that wants to trigger alerts must define its own alert categories, assign them to alert classifications and implement the triggering of the alert instances to realize Alert Management. (For more information, see Alert Classification, Alert Category, and Triggering Alerts.) Alerts are all sent to the display program (UWL, application-specific program, or alert inbox) of the defined alert recipients. Additionally, alerts can be sent by other channels, such as by Internet mail, SMS, or fax.

There is a number of administration reports that you must schedule according to your requirements. For example, report RSALERTPROC must be executed in order to enable escalation. Also, you can configure alert processing to be able to send alerts to third-party systems, to be able to confirm alerts by SMS/Internet mail, or to have logs written.

If you want to send alerts not only to the recipient’s display program (UWL, application-specific program, or alert inbox), but also via external communication methods (e-mail, sms, and fax), the chosen communication type must be correctly configured in SAPconnect.

Features

An application triggers an alert of a particular alert category based on an important or critical business or technical situation. (For more information, see Triggering Alerts.) The alert recipients are determined either by the application, by an administrator, or using a subscription procedure. (For more information, see Recipient Determination.) An alert outlining the situation is delivered to the recipients immediately. Depending on the configuration, the alert can be viewed by the recipients in the UWL, application-specific display programs, or in the alert inbox. In additions, the alerts can be delivered using other channels as well, if the recipients have made the appropriate settings and the communication method is configured in SAPconnect. If the receipt of the alert is not confirmed by any of the recipients, the alert can be sent to an escalation recipient.

For a detailed list with new ALM Features for SAP Web AS 6.40, see also New Features.

Constraints

The following are not incorporated into Alert Management:

·        Feedback to the triggering application. However, it is possible to model feedback to the application, such as confirming that a subsequent activity has been executed, using SAP Business Workflow.

·        Merging of alerts that are related from a content perspective.