Connected Solutions Ideas Portal
On the Alerts page of the RRB module in the CS Portal, the Active Notifications area has a field called "Presses" which shows you the number of times a RRB has been pressed. When an alert is acknowledged, it clears out of the Active Notifications area and appears in the Acknowledged Notifications area. When it does this, the "Presses" information (number of times the RRB was pressed before it was acknowledged) is lost to the user.
The number of presses is stored in the SQL db, so it could be manually retrieved if necessary by backend db queries, but there's no way to tell how many presses there were for an Acknowledged Notifications row by looking at the UI.
The proposal is to add a new column in the Acknowledged Notifications area called "Presses". When a user acknowledges the alert, it takes the number from the "Presses" field in the Active Alerts area at the time of acknowledgement, and puts that number into the "Presses" field of the Acknowledged Notifications area.
This provides a data point for the user, and provides helpful troubleshooting information to the CS Ops/Support team.
Sample support use case:
A stationary service alert message fails to process, and the unprocessed message lands in the unprocessed-alerts queue in our Service Bus in Azure. The Datadog alert fires, informing the on-call SRE that an unprocessed message has landed in the queue. The SRE shares the message details in the chat, and requests help to check and see if it's an issue where PwC needs to contact the client or not.
The Delivery Lead logs in to the CS Portal, selects the client, and checks the Alerts page to see what the context of the missed message is.
In the Acknowledged Notifications area, they see a single row acknowledging a stationary alert from that device.
Scenario 1: It is possible that the client pressed the button two times: one alert processed successfully, and the other failed. The client was only ever notified of the first press. They have no idea it was pressed a 2nd time.
Scenario 2: It is also possible that the client pressed the stationary button and it was stuck down, and sent 400 alert messages. The client was notified of 399 of them, then acknowledged the alert. 1 alert of the 400 failed and landed in our unprocessed-alerts queue.
These two scenarios may require different responses: Scenario 1 may warrant PwC contacting the customer, while Scenario 2 can be disregarded.
It is impossible to tell which scenario we are in without manually querying the SQL db.
But if the Presses field is carried forward from the Active Notifications area to the Acknowledged Notifications area, then we would know right away.
