Monitoring

Monitoring watches the shop for things that go wrong quietly: an export that is late, a payment that does not fit the order, a refund without a credit note, unusual orders. plinth checks automatically every 10 minutes and lists what it finds as alerts. You acknowledge and resolve them, and you can be notified by email or Teams.

Where to find it

Open Shop and customers > Monitoring. The page shows:

• Tiles with the number of Open, Critical, Acknowledged and Resolved alerts (resolved: last 14 days). A click on a tile filters the list.
• The list of alerts with the columns Message, First seen, Last seen and Actions.
• Rules and last run: every rule with the result of its last check.

The buttons Check now and Settings are at the top of the page.

What you need

• The permission View alerts to see the alert list and the status of the checks.
• Handle alerts to acknowledge, resolve and reopen alerts and to start a check right away.
• Set up monitoring for rules, thresholds and notifications.
• A connected shop with its access keys, see Onboarding wizard. The check only reads from the shop.
• For notifications: a mail server or a Teams connection set up in the delivery channels of Reports.

Permissions are assigned in Access.

Which rules are there?

Alerts show order numbers, no customer data.

How do I work through alerts?

1. Open Shop and customers > Monitoring.
2. Read the list. The severity tells you how urgent an alert is:
   • Critical: look at it now, damage is likely (money, delivery or access).
   • Warning: look at it today.
   • Notice: for information only.
3. Click a row to show the details. Concerns names the order or the object.
4. Click Open order in customer service to look up the order, see Customer service. The search is logged.
5. Click Acknowledge when you take care of it. The alert stays visible until it is resolved.
6. Click Resolved when the problem is fixed. The alert no longer counts as open.

If the problem comes back later, a new alert is created. Reopen sets a resolved alert back to Open.

Note: plinth never changes anything in the shop here. You fix the cause in the shop or in the connected system, then mark the alert as resolved.

How do I find a specific alert?

1. Use Search alerts to search by text or number.
2. Filter by Status (Open, Acknowledged, Resolved), Severity and Rule.
3. In the details of an alert, click All alerts for this to see every alert with the same number.

Under Columns you choose which columns the table shows, for example First seen.

How do I handle several alerts at once?

1. Tick the alerts in the list, or use Select all.
2. Click Acknowledge, Resolved or Reopen.
3. Clear selection removes the ticks.

How do I start a check right now?

1. Open Shop and customers > Monitoring.
2. Click Check now. All enabled rules run immediately.
3. To run one rule only, go to Rules and last run and click Check this rule.

Otherwise the check runs automatically every 10 minutes. On the Jobs page it appears as Monitoring.

How do I see whether the checks work?

1. Go to Rules and last run.
2. Each rule shows when it last ran, how many alerts are open and a status:

How do I manage rules and thresholds?

1. Open Shop and customers > Monitoring and click Settings.
2. For each rule, tick or untick Rule switched on.
3. Open the thresholds of a rule (Adjust ... thresholds) to change them. Examples:
   • Export late after (minutes) and Look back (days) for the export rule.
   • Prepayment open after (days) and Authorized, not captured after (days) for the payment rule.
   • Grace period (hours) for refunds and credit notes.
   • Orders within the window and Window for many orders (minutes) for unusual orders.
   • Alert from this many failed sign-ins for admin access.
4. Click Save.

The defaults fit most shops. Thresholds apply to this shop. Maximum per run limits the number of single alerts per rule; when it is reached, a message says that the problem is bigger than shown.

How do I get notified about new alerts?

1. Open Settings and go to Notification.
2. Tick Notify via Teams and/or Notify by email.
3. For email, enter the Email recipients, separated by commas.
4. Choose Notify from severity to be told only about alerts of that severity or higher.
5. Click Save.

New alerts are sent together, not one by one. The email contains only numbers and a link. The page shows Mail is set up or Teams is set up when the channel is ready.

How do I set up the daily digest?

1. Open Settings and go to Daily digest.
2. Tick Send the daily digest.
3. Enter the Time (full hour, shop time), 0 to 23.
4. Click Save.
5. To test it, click Send daily digest now.

The digest says once a day what changed since yesterday: new and resolved alerts per rule and what is open now. Nothing is sent when nothing changed.

Common errors and fixes

See also

• Customer service: look up the order behind an alert
• Reports: mail server and Teams connection
• Jobs: the checks in the background
• Access
• Audit log