AWRA Help Center

Open the inbox from the Exception Inbox button on the Smart Alerts or Control Tower pages, at /ops/exceptions. It is also in the API and the AWRA mobile app. It is on for every workspace and refreshes from its sources hourly, and again when you open it.

What Feeds It

• Smart alerts, and security incidents.
• Workflow exceptions, connector dead letters, and QuickBooks sync failures.
• Conflicts from phones that were offline.
• Procurement match exceptions.
• Support tickets past their SLA.
• Ledger integrity checks.
• POS cash variances: closed till sessions still waiting for review.
• Trash purge failures.

Owner, SLA And Escalation

Each exception carries an SLA by severity: 4 hours for critical, 24 for high, 72 for medium, a week for low and two weeks for information only. Reopening restarts the clock. Once an exception is past its SLA it escalates every 24 hours, up to three levels, to the people who manage settings.

Working An Exception

1. Assign it and acknowledge it, so everyone can see it is being handled.
2. Triage it as confirmed or a false positive, and record a root cause such as data entry, process not followed, configuration, integration, system defect, fraud or misuse, or expected activity.
3. Follow the playbook for its source, add comments, and attach evidence (PDF, images, spreadsheets, documents, CSV, logs or ZIP, up to 10 MB each).
4. Close it with a reason: Fixed, False positive, Accepted risk, Duplicate, Handed off to support or No action needed.

Every step lands on the exception’s timeline.

Impact Score And Overriding It

The inbox is sorted worst first by an impact score: severity, how many records are involved, how long it has been open, the money at stake and whether its SLA is breached, combined. It is a ranking, not a measurement, and triaging an exception as a false positive drops it sharply.

When you know something the formula does not, set an impact score override on the exception (0 to 100,000), with a reason of at least five characters. The override replaces the computed score in the ranking, the reason is shown beside the score, and the change, from and to, lands on the timeline. Clear the field to go back to the computed score. It works on the web, in the API and in the AWRA mobile app.

Tuning The Rules

When a rule raises noise, someone who manages settings can mute it, change its severity or change its SLA hours. Each change needs a reason, so the next person can see why a rule went quiet.

Handing Off To Support

An exception can become a support ticket. Only the module, severity, title, summary, opening date and reference go into the ticket, with an optional customer and a summary written for them, so internal detail is not copied into a conversation it does not belong in. Before you send it, the preview shows exactly what the ticket will carry, on the web and in the AWRA mobile app. It needs the manage tickets permission.

Daily Digest

Each morning, each person is sent the open exceptions of high severity or above in the modules their role covers, plus anything assigned to them, up to 15 rows. It follows each person’s own notification settings.

Anyone can choose their own digest instead from the inbox’s SLA & Digests button: the modules, the lowest severity, the channel (email, in-app or push) and daily or weekly. Someone who manages settings can also set one up for a whole role. A person with their own subscription is left out of the default role digest, so nobody gets both. Subscriptions are also managed in the mobile app.

Executive View

The Executive Control Tower, at /ops/executive, shows:

• A risk heatmap of severity against module.
• The backlog: open, unassigned and past-SLA exceptions, and how old they are.
• An SLA trend: opened, breached and closed per day, over 30 days by default.
• Exposure: overdue receivables and payables, the value tied up in open exceptions, stock exposure and the customers and suppliers affected.

Related: Operations Center, Smart Alerts and Match Exception Queues.