IPAWS Alerts User Guide - BlackBerry Help and Manuals

BlackBerry AtHoc Networked Crisis Communication
IPAWS Alerts User Guide
Release 7.4, January 2018
Copyright © 2015 – 2018 BlackBerry Limited. All Rights Reserved.
This document may not be copied, disclosed, transferred, or modified without the prior written consent of
BlackBerry Limited. While all content is believed to be correct at the time of publication, it is provided as general purpose information. The content is subject to change without notice and is provided “as is” and with no
expressed or implied warranties whatsoever, including, but not limited to, a warranty for accuracy made by
BlackBerry Limited. The software described in this document is provided under written license only, contains valuable trade secrets and proprietary information, and is protected by the copyright laws of the United
States and other countries. Unauthorized use of software or its documentation can result in civil damages
and criminal prosecution.
Trademarks
Trademarks, including but not limited to ATHOC, EMBLEM Design, ATHOC & Design and the PURPLE
GLOBE Design are the trademarks or registered trademarks of BlackBerry Limited, its subsidiaries and/or
affiliates, used under license, and the exclusive rights to such trademarks are expressly reserved. All other
trademarks are the property of their respective owners. Users are not permitted to use these marks without
the prior written consent of AtHoc or such third party which may own the mark.
Patents
This product includes technology protected under patents and pending patents.
BlackBerry Solution License Agreement
https://us.blackberry.com/legal/blackberry-solution-license-agreement
Contact Information
BlackBerry Limited
2988 Campus Drive, Suite 100
San Mateo, CA 94403
Tel: 1-650-685-3000
Email: support@athoc.com
Web: http://www.athoc.com
Contents
CHAPTER 1: OVERVIEW
1
CHAPTER 2: SEND AND RECEIVE IPAWS ALERTS
2
Send a test alert to target COGs
Send a test alert to public alerting devices
Duplicate alerts
End live alerts
Delete alerts
View alerts from other COGs
2
3
5
6
6
7
CHAPTER 3: TRACK ALERTS THROUGH BLACKBERRY ATHOC REPORTS
Monitor alerts in sent alerts
Track published alerts
Export report data
8
8
8
10
CHAPTER 4: MONITOR SYSTEM HEALTH
12
Create an IPAWS health monitor
View system status through BlackBerry AtHoc system health
BlackBerry AtHoc home page system status
GLOSSARY
12
15
17
18
i
Chapter 1: Overview
Chapter 1: Overview
In an emergency, response officials need to provide the public with life-saving information quickly.
The Integrated Public Alert and Warning System (IPAWS), a modern version of the national alert
and warning infrastructure, helps organizations collaborate and alert the public in order to save
lives and property.
The Open Platform for Emergency Networks (OPEN) enables the sharing of emergency alerts
and incident-related data between different standards-compliant incident management systems.
IPAWS OPEN serves as the IPAWS Alerts Aggregator, collecting and routing IPAWS emergency
alerts to and from emergency systems that serve the public. IPAWS OPEN integrates with the various alert dissemination methods of IPAWS.
IPAWS provides a process for emergency communities at the federal, state, territorial, tribal, and
local levels to communicate with each other through alerts. IPAWS helps integrate alerting systems that use Common Alerting Protocol (CAP) standards with the IPAWS infrastructure.
The BlackBerry AtHoc IPAWS plug-in provides support for sending alerts from one Collaborative
Operating Group (COG) to other COGs and to public alerting systems such as the Emergency
Alert System (EAM), and Wireless Emergency Alerts (WEA).
Using the AtHoc Notification Delivery Server (NDS) console, users first configure the plug-in and
set up accounts. They then use BlackBerry AtHoc to set up the IPAWS gateway and configure the
IPAWS device. In BlackBerry AtHoc, they also create a mass device endpoint for each device as
well as their own COG and other COGs with which they want to communicate. Operators can then
send alerts through the BlackBerry AtHoc management tool and can customize the content for the
IPAWS devices. Additionally, users can use the out of the box IPAWS COG to COG Alert Template to notify operators that other COGS have sent alerts to their local system.
1
BlackBerry AtHoc IPAWS User Guide
Chapter 2: Send and receive IPAWS alerts
From BlackBerry AtHoc, you can send and receive alerts to and from other COGs with IPAWS
CAP exchange. You can also send public alerts using IPAWS public services, such as EAS,
NWEM, and WEA. The following sections describe how to publish and manage IPAWS alerts.
Send a test alert to target COGs
You can create alerts and send them to target COGs using standard alert processes. To create an
alert, complete the following steps:
1. Log in to the BlackBerry AtHoc management system with an administrator account.
2. Do one of the following:
l
l
On the BlackBerry AtHoc home page, in the Quick Publish section, click Create a
Blank Alert.
In the Navigation bar, click Alerts > New Alert. On the New Alert screen, click an existing alert to edit an alert template or click Create a Blank Alert.
3. On the New Alert screen, in the Content section, enter the title and content of the alert.
4. Select the severity and type of the alert.
5. In the Mass Devices section, select the IPAWS Cap Exchange check box and then from the
drop-down list select one or more COGs.
6. Click the Options link in the right top corner of the Mass Devices section.
7. On the Mass Devices Options screen, complete the following steps:
a. In the Event Type field, from the drop-down list, select the FEMA event type to be used
for the alert.
b. In the IPAWS Alert Content section, select the Alert Title and Body option to use the
content that you specified in the Content section.
8. If you are sending an alert to multiple audiences, you might want to customize the text for the
FEMA recipient. For example, you send an alert to your emergency team with instructions for
handling the emergency. If you also include a COG, you might want to alert them to the
2
Chapter 2: Send and receive IPAWS alerts
situation without providing instructions. In this case, you should select the Custom Text radio
button and then provide alert text that is appropriate for COG alerts.
9. Click Apply.
10. Click Review & Publish to review the alert.
11. Click Publish to send the alert.
Send a test alert to public alerting devices
You can create and send alerts to the public using standard alert processes. You can select a map
shape to specify which FIPS codes are selected for the IPAWS public alert devices such as,
NMEW, EAS, and WEA.
Note: Public alerting devices are activated by geolocation. When you target by location (with a
map shape), FIPS codes are automatically appended to the alert and sent to FEMA.
To create an alert, complete the following steps:
1. Log in to the BlackBerry AtHoc management system with an administrator account.
2. Do one of the following:
l
l
On the BlackBerry AtHoc homepage, in the Quick Publish section, click Create a
Blank Alert.
In the Navigation bar, click the Alerts > New Alert. On the New Alert screen, click an
existing alert to edit an alert template or click Create a Blank Alert.
3. On the New Alert screen, enter the title and content of the alert in the Content section.
4. Select the severity and type of the alert.
5. In the Location field, click Add.
6. On the map that appears, use the drawing tools to specify an alert location and click Apply.
7. In the Mass Devices section, select one or more of the IPAWS public devices check boxes.
For example, IPAWS EAS.
3
BlackBerry AtHoc IPAWS User Guide
Note: You must select an area on the map in the Content section to activate the IPAWS public alert devices. If you do not, warnings appear next to the selected devices.
8. Click the Options link in the top corner of the Mass Devices section.
9. On the Mass Devices Options screen, complete the following steps:
a. Select the tab for the device you need to customize.
b. Select an Event Type from the dropdown list.
c. Select the content of the alert.
If you are sending an alert to both your team and to the public, you might want to customize the text for public recipients. For example, you send an alert to your emergency
team with instructions for where to report for work. You would customize text for the
general public to alert them to the situation without providing work instructions.
o
For NWEM and EAS, you can choose between the alert title and body text, or
custom text.
o
For WEA, you can use the FEMA text. If you have authorization from FEMA you
can use Commercial Mobile Alert Message (CMAM) content. Choose one of the
following:
4
Chapter 2: Send and receive IPAWS alerts
n
Use the FEMA template text.
n
(Requires CMAM authority) Use the title text from the alert Content section.
n
(Requires CMAM authority) Custom Text to enter alert content that is
appropriate for public alerts.
Note: WEA has text limit of 90 characters.
d. Select a response type from the Response Type dropdown list. This option tells the
public how to respond to the alert.
Tip: Before sending an alert to the public, test it thoroughly to avoid providing confidential,
confusing, or incorrect information.
10. Click Apply.
11. Click Review & Publish to review the alert.
12. Click Publish to send the alert.
Duplicate alerts
In some situations, you might want to create an alert based on another alert displayed in the Alert
Manager.
To duplicate an existing alert, complete the following steps:
1. Log in to the BlackBerry AtHoc management system with an administrator account.
2. From the navigation bar, click Alerts> Sent Alerts.
3. Select an alert in the Sent Alert list.
5
BlackBerry AtHoc IPAWS User Guide
4. Click Duplicate.
The Alert Publisher displays a copy of the selected alert.
5. Edit the new alert and publish when you are ready.
The default duration of a duplicate alert is four hours.
Note: The new alert has the same header as the original, but has the word "copy" at the end.
You should change the alert title.
End live alerts
You can end the delivery of a live alert and place it in an Ended state.
When ending an alert, note that some users might have already received and viewed the alert,
depending on the amount of time that elapsed between publishing and ending the alert, and how
quickly the system can deliver alerts.
To end a live alert, perform the following steps:
1. Log in to the BlackBerry AtHoc management system with an administrator account.
2. From the navigation bar, click Alerts > Sent Alerts.
3. From the list, select one or more Live status alerts.
4. Click More Actions and then select End.
The following pop-up screen is displayed.
5. Click OK to end the alert.
Delete alerts
You can delete alerts in a standby or scheduled status by performing the following steps:
1. Log in to the BlackBerry AtHoc management system with an administrator account.
2. From the navigation bar, click Alerts > Sent Alerts.
3. From the list, select one or more alerts and click Delete.
4. In the confirmation screen, click OK.
The alert is removed from Sent Alerts.
6
Chapter 2: Send and receive IPAWS alerts
View alerts from other COGs
When an IPAWS alert arrives from another COG, the message is received by BlackBerry AtHoc
as an incoming alert. If you have specified an alert template for the incoming alert, this triggers the
alert targeted to an operator account. The operator can view the alert on the devices enabled for
their user profile.
Note: IPAWS incoming alerts do not appear in the Inbox. To see the alerts, you must trigger an
alert to notify the operator.
To learn how to set up the incoming alert and triggered alert template, see “Configure BlackBerry
AtHoc to receive alerts from external COGs” in the IPAWS Plug-in for NDS Installation and Configuration Guide.
7
BlackBerry AtHoc IPAWS User Guide
Chapter 3: Track alerts through BlackBerry AtHoc
reports
The following sections describe how to track IPAWS alert usage.
Monitor alerts in sent alerts
You can track alerts that you send to other COGs and the public from the Sent Alerts screen in the
BlackBerry AtHoc management system. You can access the Sent Alerts screen, by clicking on
Alerts > Sent Alerts in the Navigation bar.
All saved and sent alerts display in the Sent Alerts list. By default, alerts display in order of the start
date, with the most recently created alert displaying first.
You can open a sent alert to view alert summary reports, batch delivery results, and a summary of
recipients and responses. For detailed information about these reports, refer to the BlackBerry
AtHoc User Guide: Enterprise or the BlackBerry AtHoc online help.
Track published alerts
In an alert summary, the Reports list provides access to a set of reports that allow you to analyze
the effectiveness of published alerts. Charts and summary data indicate if an alert has reached all
intended recipients and also help you gauge their responses.
For example, if an alert did not reach all of the targeted recipients, there might be a problem with
specific delivery devices. If you need to drill down to the user level, open one of the user tracking
reports to see the alert delivery statistics for each target recipient. All tracking reports can be printed and exported.
To view detailed alert tracking information, perform the following steps:
1. Do one of the following:
l
On the BlackBerry AtHoc home page, in the Live Alerts section, click Sent Alerts.
l
In the navigation bar, click Alerts > Sent Alerts.
2. On the Sent Alert list, open an alert and click on Advanced Reports.
3. In the Reports section:
o
The default report displayed is Delivery Distribution by Devices, which graphically
shows whether an alert reached all intended recipients and how they responded.
o
The Targeted number represents the number of users selected to receive the alert
when the Operator selected targets using distribution lists, attributes, or organizations.
o
The Sent number represents the number of alerts sent by the BlackBerry AtHoc sys-
8
Chapter 3: Track alerts through BlackBerry AtHoc reports
tem.
4. Compare the number of alerts sent with the number of responses by the intended audience.
The report also displays the number of user responses received for each response option.
The response values are based on the number of sent alerts.
5. In the Publishing Lifecycle section, check if there were delivery errors. Click Show Details to
see the batch log.
6. The Ending Lifecycle section displays the end time of the alert.
7. Click Select a Report drop-down to view different types of reports.
For COG to COG alerts, the User Tracking Report - with Devices provides detail by COG
and shows the delivery status. For example, the following image highlights the target COG
name, the IPAWS CAP Exchange device, and the delivery detail status "Accepted by
IPAWS".
9
BlackBerry AtHoc IPAWS User Guide
For public alerts, the User Tracking Report - with Devices provides similar details by
device type. For example, the following image highlights the device name, the IPAWS public
devices (EAS, NWEM, and WEA), and the delivery detail status "Accepted by IPAWS".
Export report data
To manipulate the report data for data mining or format the report before printing, use the export
feature to create a Comma Separated Values (CVS) format file. Use an application such as
Microsoft Excel to open the CSV file and for editing or formatting purposes. For each report, there
is an option to export only the data shown in the report or to export data for all targeted recipients of
the selected alert.
Complete the following steps to export a report.
1. Send an alert.
2. Click the Alert Summary button from the completed alert or double-click to open the alert
from the Sent Alerts list.
3. On the Alert Summary screen, click Advanced Reports.
4. Hover over the Export link in the top corner of the report.
5. Do one of the following from the Export drop-down list:
l
l
Select Export Full Report to view the list of all the targeted recipients.
Select Export Current Report to view information for only the recipients who received
the alerts successfully.
6. The report is exported to a .CSV file. You can see the status of each user.
When an export option is selected, a dialog provides the option to open the CSV file in
10
Chapter 3: Track alerts through BlackBerry AtHoc reports
Microsoft Excel or save it as file.
11
BlackBerry AtHoc IPAWS User Guide
Chapter 4: Monitor system health
You can monitor and supervise the operational status of the following system components:
l
BlackBerry AtHoc internal modules and processes
l
Integrated systems and devices
System health monitoring visibility is based on the following user roles:
l
l
l
Enterprise administrators have access to the Global System Health option in the System
Setup section.
Organization administrators have access to the System Health option in the System Setup
section.
Operators can view the system health on the BlackBerry AtHoc home page.
Create an IPAWS health monitor
Two kinds of health monitors can be created to monitor IPAWS connectivity and other statuses:
l
l
IPAWS COG Health—Checks the connectivity of IPAWS and the validity of COG accounts
in the IPAWS system.
IPAWS Health Monitor—Monitors the Unified Alerting Protocol (UAP) connectivity between
the BlackBerry AtHoc server and the NDS application server.
To create these health monitors, perform the tasks in the following sections.
Create an IPAWS COG health monitor
1. Log in to the BlackBerry AtHoc management system as an administrator.
2. In the navigation bar, click the
(Settings) icon.
3. In the System Setup section, click System Health. The Organization Visibility Console
opens.
4. In the General section, click Create new monitor.
5. Enter a name for the monitor, such as IPAWS COG Health.
6. From the Is it associated with other Health Monitors? drop-down, select General.
7. If you want to show warnings and errors on the home page, select the Show errors and
warnings for this monitor on the Home page check box.
12
Chapter 4: Monitor system health
8. Specify how often and at what time you want the monitor to check the system status.
9. In the How does this Monitor test the system section, from the Choose a test list, select the
AtHoc Event Logs option.
10. Copy the following sample configuration XML text into the Test Configuration field:
<EventLogTestConfig>
<Filters>
<Filter>
<A>shortMessage</A>
<B>IPAWS PING Error. COG: <COGID></B>
<OffsetSeconds>0</OffsetSeconds>
<Comparison>Contains</Comparison>
</Filter>
<Filter>
<A>time</A>
<B>[NOW]</B>
<OffsetSeconds>-330</OffsetSeconds>
<Comparison>GreaterThan</Comparison>
</Filter>
</Filters>
<WarningConditions />
<WarningCountThreshold>2</WarningCountThreshold>
<ErrorConditions />
<ErrorCountThreshold>1</ErrorCountThreshold>
</EventLogTestConfig>
11. Add the current organization COGID in the following line:
13
BlackBerry AtHoc IPAWS User Guide
<B>IPAWS PING Error. COG: <COGID></B>.
12. Configure the rest of the Health Monitor as appropriate. For more information about health
monitors, refer to the BlackBerry AtHoc User Guide: Enterprise.
13. Click Save.
Create an IPAWS health monitor (UAP)
1. Log in to the BlackBerry AtHoc management system as an administrator.
2. In the navigation bar, click the
(Settings) icon.
3. In the System Setup section, click System Health. The Organization Visibility Console
opens.
4. In the General section, click Create new monitor.
5. Enter a name for the monitor, such as IPAWS Health Monitor.
6. From the Is it associated with other Health Monitors? drop-down, select General.
7. If you want to show warnings and errors on the home page, select the Show errors and
warnings for this monitor on the Home page check box.
8. Specify how often and at what time you want the monitor to check the system status.
9. In the How does this Monitor test the system section, from the Choose a test list, select the
AtHoc Event Logs option.
10. Copy the following sample configuration XML text into the Test Configuration field:
<UAPHealthTestConfig>
<ProtocolID>UAP-IPAWS</ProtocolID>
<ProviderID>yourVPSID</ProviderID>
<Devices>
<Device>IPAWS</Device>
</Devices>
</UAPHealthTestConfig>
11. Enter your organization ID for yourVPSID.
For example, the following image shows that the <Provider ID> has been updated with the
system ID of the current organization.
14
Chapter 4: Monitor system health
12. Configure the rest of the Health Monitor as appropriate. For more information about health
monitors, refer to the BlackBerry AtHoc User Guide: Enterprise.
13. Click Save.
View system status through BlackBerry AtHoc system health
Each time a health monitor system status test runs, the result is recorded. You can see the results
as collected over time. System status is available for administrators with proper access privileges.
You can view monitors created through either of the System Setup sub-tabs Global System Health
or Virtual System Health windows. However, you can edit a monitor only through the sub-tab
where it was created.
To view system monitor status, complete the following steps:
1. Log in to BlackBerry AtHoc management system as an Enterprise Administrator or a System
Administrator.
2. In the navigation bar, click the
(Settings) icon.
3. In the System Setup section, select the system health option that corresponds to your login
access Global System Health or System Health.
The relevant visibility console opens, displaying monitors organized into the following
categories: Errors & Warnings, Database, Web Applications, Services, Delivery Gateways,
and General. The following table describes the different icons that appear on the screen.
Icon
Description
Error status. Indicates that the monitor test results meet the defined criteria for an error
status.
Warning status. Indicates that the monitor test results meet the defined criteria for a warning
status.
Good status. Indicates that the monitor test results meet the defined criteria for a good
status.
15
BlackBerry AtHoc IPAWS User Guide
4. Click the link to the monitor whose status you want to view.
When all tests for a monitor return the same result, the overall status of the monitor is
assigned that result status. In the following example, all tests have returned a Good status, so
the overall monitor status is Good.
5. When a predetermined number of test cycles returns the same status, the status of the monitor changes. In the following example, even though two tests have returned a Good status,
the overall monitor is in a Warning state.
16
Chapter 4: Monitor system health
BlackBerry AtHoc home page system status
On the Home page you have an option to view the status of selected BlackBerry AtHoc system
monitors. This is available to all system users: general operators, enterprise, and system administrators. The System Status area displays the status of system monitors that are configured to be
viewable from the Home page. Typically, the System Status area is used to display the status of critical functions that are required for system operations. This is not intended for day-to-day monitors.
The System Status area messages display the following items:
l
Status icon
l
Monitor group name
l
Monitor name
See the Global System Health or System Health screen for an expanded view of the monitor
status.
17
BlackBerry AtHoc IPAWS User Guide
Glossary
CAP
The Common Alerting Protocol (CAP) is an XML-based data format for exchanging public warnings and emergencies between alerting technologies.
COG
A Collaborative Operating Group as defined by FEMA. A COG can have members from multiple
organizations that act as a mutual aid organization. Examples of organizations include local, territorial, tribal, state, or federal governmental organizations of the United States.
COG ID
The six-digit identifier for a COG provided by FEMA.
EAS
Emergency Alerting Service as defined by FEMA.
FEMA
Federal Emergency Management Administration. FEMA created the IPAWS system to communicate and mobilize organizations during emergencies.
IPAWS
The Integrated Public Alert and Warning System developed by FEMA. This sytem provides a process for emergency communities to communicate with each other through alerts. Federal, State,
territorial, tribal, and local alerting authorities can use IPAWS and integrate local systems that use
Common Alerting Protocol standards with the IPAWS infrastructure.
NWEM
Non-Weather Emergency Messages as defined by FEMA.
Peer COG
Any COG from which you receive alerts, or to which you send alerts.
Public Alert Device
One of the devices IPAWS uses to send alerts to the general public. BlackBerry AtHoc supports
several public alert devices, including NWEM, EAS, and WEA.
Sender COG
The COG sending an alert to other organizations. Typically your own COG.
Target COG
The COG to which you are sending a message. Typically, another COG with whom you need to
communicate about situations that affect both organizations.
UAP
Unified Alerting Protocol. Protocol to exchange data between the AtHoc server and the NDS
application server.
18
Glossary
WEA
Wireless Emergency Alerts as defined by FEMA. Formerly known as Commercial Mobile Alert
System (CMAS).
19