Version: 1.0 | Last Updated: 26/08/2024 ## Overview - **Feature Name:** Proactive - **Audience:** Administrators, Support team - **Prerequisites:** Understanding of MoovingON AI --- ## Table of Contents 1. [[#Introduction]] 2. [[#Getting Started]] 3. [[#Usage Instructions]] 4. [[#Best Practices]] 5. [[#FAQs]] 6. [[#Related Links]] --- ## Introduction - **What is this feature?** A proactive event is a custom event configured by administrators or the Technical Account Manager. It is designed to fulfill various objectives, such as accommodating customer requests for tasks that need to be executed repetitively on a daily or hourly basis. - **Why is it useful?** ensuring consistency and reducing the likelihood of human error. It also provides a reliable way to meet customer expectations and maintain service quality by ensuring that critical tasks are performed consistently and on time. --- ## Getting Started **Handling**: The proactive is handled similarly to any other alert. It has its runbook/flow, which the user goes through. Generally, it's mentioned in the information that this is a proactive check and not a real alert --- ## Usage Instructions - **This feature is used to fulfill the task at hand, ensuring that all requirements are met with precision and efficiency. It is commonly utilized when there is a need to automate a repetitive task, streamlining operations and enhancing productivity.** --- ## Best Practices - **Recommendations:** 1. Understanding what we are checking and the expected proactive results is very important. High values and low values may indicate different conclusions in different tenants and different checks. In addition, understanding what services the tenant provides may be helpful information to identify the abnormal behaviors. 2. Take into consideration the ongoing events, holidays and worldwide (and local in some cases) developments that may help us understand the behavior. For example, no sales on Christmas Eve are normal as stores are likely to be closed at this time of the year. 3. In general, real alerts have higher priority than proactive checks. Real alerts indicate an ongoing live issue. Proactive action can be delayed in case of a developing incident - **Avoiding Common Pitfalls:** Assuming no abnormal behavior because we haven't received any real or live alerts can be fatal. Firstly, the monitoring platforms can be mistaken; that's why we need to perform human check. --- ## FAQs - **Q:** Should I perform the proactive check although no alerts have been received? **A:** 1. As mentioned in best practices. Proactive checks should always be performed. It might be a clearer indication in some cases. - **Q:** Can not access the monitoring platform in order to perform the check **A:** 1. Firstly, we have to make sure that all the required tools are used. VPNs, right credentials and correct environment (in case tenant has more than one environment). Following the first step. We have to disconnect other tenants' tools. It may be the cause of the failure. 2. Clearing the cache in a few cases may be the solution 3. If nothing solves the issue on any working station, the tenant should be contacted as the monitoring platform going off may cause some issues to go unnoticed. We have to ensure that we can access the check again even if the customer states that everything is fine --- ## Related Links - **Internal Links:** [[02.01 Alert Handling]] ,[[02.02 Escalation]], [[02.03 Event Screen]] #usermanual #proactive