Understanding Alert Classifications in 3manager

(Available in the "Alerts" on vendor as well as account level)

3manager collects device events directly from printers and classifies them so you can focus on the alerts that really matter. This article explains how alerts are categorised and how you can filter them to match your needs.

How alerts are classified

Each event from a device is automatically assigned two values in 3manager:

• Severity level 
  Indicates the urgency reported by the device (for example Critical or Warning). 
   
• Training level 
  Suggests the level of skill required to solve the issue. 
   
  • Typical values are: Untrained: issues that most end-users can solve themselves (for example paper jam, cover open).
  • Field service needed: issues that require a trained technician (for example fuser failure, hardware malfunction). 

Filtering alerts

You have full control over which alerts are sent to your help desk or system integrations. Filters can be applied by:

• Severity level – include or exclude Critical, Warning, or Info events.
• Training level – include only alerts that require a technician.

This ensures you do not receive unnecessary alerts for issues that the end-user can handle, even if the device marks them as Critical.

Example matrix:

Severity level	Training level	Example event	Recommended action
Critical	Field service needed	Fuser failure	Send to help desk / technician
Critical	Untrained	Cover open	Ignore or leave to end-user
Warning	Field service needed	Low fuser life	Monitor / plan service visit
Warning	Untrained	Paper tray empty	Ignore or leave to end-user
Info	Any	Status messages	Optional to include

Multiple alert profiles

3manager allows you to create different alert profiles at different levels:

• Service vendor profile Only forward alerts that require a technician (Field service needed). This keeps the service desk focused on issues that demand action. 
   
• End-customer profile Forward Untrained alerts (like paper jams or empty trays) to the customer so they can solve basic problems themselves without waiting for support.

This flexibility ensures that each stakeholder only receives the alerts that are relevant to them.

Notification channels

Filtered alerts and profiles apply across all notification channels in 3manager:

• Email notifications
• Webhook integrations
• API connections to third-party systems

Best practice

• Create one alert profile for your own service team, focused on Field service needed events.
• Create a second profile at customer level so they are notified about Untrained events they can solve themselves.
• Keep Critical + Field service needed alerts enabled for all technicians to avoid missed service calls.

✅ By combining Severity level, Training level, and multiple alert profiles, you can customise alerts in 3manager so that each party only receives what is relevant to them. 

This reduces noise, avoids confusion, and ensures timely action when needed.