Venues with App subscriptions are monitored for their heartbeats. In the event we stop receiving heratbeats, and alert will be displayed within the doshii-operations Slack channel.
How an Alert is Raised
- An AWS Lambda function, MonitorVenues, runs every 3 minutes. Alert is raised if:
- No heartbeat has been received for a venue in the last 5 minutes
- No orders have been received from an Active venue for 1 day.
Steps to Perform
- Before raising an alert to the Third Party Vendor, check:
- Whether the venue now has a heartbeat. The venue could have had s short time offline, but has since reconnected.
- The venue's Heartbeat Health graph (Venue Health Page) to ensure the venue isn't repeatedly turning off their POS services upon stopping trade. If we can determine a pattern in heartbeat events then there is no need to raise with the POS support teams.
- Past comments on the Venue Alerts list, to ensure a POS support team is not already reviewing this case, or provided information for past reasons the venue has gone offline.
- If you have determined that the alert is an abnormal event then the alert needs to be raised with the POS provider. To do so you can Create a Zendesk ticket from doshii-operations Slack channel.
- Select to Create a ticket, type in a Subject, and Submit.
- You need to ensure that 'Heartbeat Monitoring' appears as the first line. Automatic zaps from Zapier run every 5 minutes that check for these messages, along with the subsequent string with Venue details. These should not be modified.
- Upon submission from Slack, the ticket will be appropriately submitted to the POS vendor. The ticket can be seen from the Zendesk 'Heartbeat Monitoring Support Calls' view.