GLOBAL MONITORING CENTRE

Kaizen
Alex Antony A
Jan 2014

Disclaimer.

Automating the EDI Email monitoring with

Flexsense

EDI E-mail Monitoring Process

EDI email monitoring is one of the alert management
process which is carried out by Global Monitoring
Centre.
When an alert mails triggers to the support mail box the
GMC technician should open the attached error log file
and check for the shipment data and if its a valid error
log and if there isn't any prior incidents in open state,
then GMC will create a P2 incident and perform warm
transfer to the support team Global Helpdesk PNA.
This process involves manual monitoring and validation
of the log file and manual incident validation and
creation. Which consumes lot of time. Henceforth GMC
opted to automate the process through Flexsense.

Action Taken by GMC

Check the support mailbox manually all the time.
When an alert is received, the GMC technician should
open the attachment (log file) and check for the
shipment data. (even if its an existing issue only we will
come to know if the log file is opened)
Check if there is any P2 incident is created with respect
to that error log.
If an incident is open, GMC will ignore the alert mail.
If the incident is closed, GMC will open a new incident
and perform warm transfer to Global Helpdesk PNA
5

Fishbone Diagram
Manual
Incident
creation

Manual
monitorin
g
Time consuming
Continuous validation of
support mailbox

Created incidents manually

through SNC

Manually check
the status of the
prior incident

Automating the
EDI email
monitoring
All error log file should
be
checked manually

Time consuming

Manual incident validation Manual error log validation

Process workflow
Automated through Flexsense
Avg. time/ticket=10 mins
Avg. tickets
handled/month=50
Total time saved=500
mins

Road map for

automation
The host PNANTV04, from which the alert is getting
triggered is already configured in the Flexsense
monitoring. Hence it was easy to monitor its drives,
where the problematic log files are created.
Whenever the log file is created, Flexsense will use
passive service monitoring to check the log file.
If the log is different than the pre-existing log, then
Flexsense will create a P2 incident. This incident will
be raised only when the prior incident is resolved or
closed. GMC will perform warm transfer to Global
Helpdesk PNA.

Thank you