ATM Monitoring flow

[sanjeevkumar]

We are integrated with ATM monitoring system. Based on the incoming alerts we are creating case-->Incident-->Dispatch (wm_task). From dispatch table we are sending dispatch requests to external dispatch system where engineer will go and visit the ATM. I have below questions related to process. Please assist based on your experience.

Does case creation required as we are monitoring customer ATM?

Should we only create Incident as these are alerts?

Should we always create case for customer and then incident?

Or any other approach

[Maik Skoddow · Accepted solution]

Hi @sanjeevkumar 

the answers to your questions highly depend on the business context as well as underlying requirements/goals you have not provided so far.

Only having the spare information I would say no case is required as cases are intended for the communication between humans (requestors and fulfillers). For only monitoring and maintaining infrastructure your scenario seems a bit "over-designed". 

On the other hand I'm wondering why you left the Work Orders (table wm_order) as they are the containers for the Work Order Tasks (table wm_task). And the usage of the word "dispatch" is rather confusing as it is has another meaning.

Maik