Quite often, I am asked why the Virtual Operator all of a sudden stops picking up certain alarms when they were working just fine before.  Most often, this is caused by the addition of comments to the Customer record. 

When a Temporary Comment is added to a Customer record, through an alarm or through standard data entry, the default behavior of the client is to check the "Show on Alarm" checkbox.  This also selects the default Auto Client option of "Operator Must See Alarm." 

This overrides' the default Virtual Operator behavior of allowing the Virtual Operator to automatically handle the alarm and forces the event to an operator before the alarm can be processed.  If you want to continue to allow Virtual Operator capable events to behave the same it will be important to change this selection to "Ignore Comment."

Since the default selection is "Operator Must See Alarm" this will be a training item at your company to ensure that your staff is aware of this and that they take this extra step to reduce confusion.

-Caryn

cmorgan@boldgroup.com