The first step in rolling out Roar is getting a good foundation of documentation for all of your customers by rolling out Inspectors and Agents across all of your Environments.
Now, through Actionable Alerts, you can use that documentation to set a standard for how you serve your customers.
Actionable Alerts are how you can make Roar's data actionable. Through Roar's Actionable Alerts Templates, you can customize which rules in Roar turn into tickets in your PSA or Email inbox as Inspectors run.
By using Roar's Actionable Alerts, your team can set the standard of service for your clients. Proactive alerts allow your team to mitigate human error and reach maximum efficiency.
Roar will generate tickets on critical issues your team needs to know about, and it will keep them updated everyday!
- If your team forgets to close a ticket. Roar will close it for you.
- If your team closes a ticket that wasn't addressed, Roar will reopen that same ticket.
Pre-work: Set up your PSA or Email Integration
Navigate to Admin > Actionable Alerts. You'll see three tabs here:
Here you can explore Roar's Actionable Alerts through our Rules Library
Here you can bundle Roar's Actionable Alerts into Templates
Roar's Example Template:
- In all Roar Instances, there is a Template titled "Example Template"
- This Template holds a curated list of Rules, across Inspectors, that Liongard believes to be valuable to all MSPs
- This Template is automatically activated and set to send Tickets to Roar Only.
- For more information, please visit our Example Template Documentation
Here you can apply Templates of Roar's Actionable Alerts to Environments
Recently Added Actionable Alert Rules
When a new Actionable Alert is added in Roar, it will be highlighted in green for 30 days. If you would like to sort your Actionable Alerts table by newly created rules, in the Columns drop down, add the "Created On" column.
Many MSPs will associate a Ticket Template to a team or SLA.
For example, all billing related Rules will be assigned to the Billing Template, and Rules within that Template will trigger tickets in the corresponding Service Board/Queue for the billing team.
After applying your Template to an Environment(s) and setting it to push to Roar and your PSA/email, any new Actionable Alerts from Roar will land as tickets in your PSA the next time the Roar Inspector runs.
Do the Templates have priority orders? How are the Rules that I've selected in my Template(s) actually applied to Environments?
Templates can be ordered for priority. Please reference our How To Set Up Actionable Alerts Documentation.
If a Template is Inactive, it is completely disabled, and its Rules will not generate tickets even if applied to an Environment. You can use this feature to build a Template before you're ready to start getting tickets on the Rules.
Roar will surface all of the Alerts toggled on in Templates that are applied to "Roar Only." You can view your Open Alerts by navigating to the main dashboard screen, then selecting the Open Alerts tab or clicking into the section “Total Open Alerts”.
You can also view Alerts in an Environment's Single Environment Dashboard.
I turned on a Rule in a Template, but I don't want tickets for this Rule anymore. Can I turn the Alert off?
Yes, you can turn the Alert off. Navigate to Admin > Actionable Alerts > Templates > Select the Three Dots next to the Template > Edit the Template.
Find the Rule you want to turn off and turn the toggle on the right side to "off." Once you save the Template, Roar will no longer push any tickets for this Rule to your PSA or Email inbox.
As a best practice, we also recommend deleting any tickets that the PSA already generated for this Rule to avoid stale tickets. If you decide to turn the Rule back on, this will enable Roar to create a fresh ticket in your PSA for you instead of updating the stale ticket.
I changed the priority of a ticket in my PSA. Will Roar change it back next time the inspection runs?
It depends. Roar will only update the ticket if its internal record of the ticket needs updating, so if an inspection runs and Roar determines that the priority of the ticket has changed from Medium to High, it will also then update your ticket in PSA. However, if nothing changed on the Roar side, it won't try and push anything to your PSA ticket.
Last Updated: 2020-01-14
Updated about a month ago