Operational Guide - 5. Alert Investigation Process

Alerts identify conditions that may require attention. The purpose of the investigation process is to determine whether the alert represents a genuine issue, identify the likely cause and plan the appropriate corrective action.

A consistent investigation process helps ensure issues are assessed efficiently and important information is not overlooked.

Standard Alert Investigation Process

The following process is recommended whenever an alert is received.

Step 1 – Review the Alert

Begin by reviewing the information provided in the alert notification.

Confirm:

• Asset name
• Monitoring point
• Alert type
• Alert time
• Alert criticality

This information will help determine where to focus the investigation.

Step 2 – Open the GreaseCloud Dashboard

Access the GreaseCloud Dashboard and locate the affected asset.

Navigate to the monitoring point that generated the alert and review the available monitoring information and the indicator icon showing when the alert was generated.

The objective is to understand what the monitoring system is reporting before planning any field inspection or maintenance activity.

Step 3 – Review the Monitoring Data

Review the information relevant to the alert type.

This may include:

• Grease activity
• Compliance
• Pressure information
• Device health
• Connectivity information
• Historical trends

Look for anything unusual or any change from normal operating behaviour.

Where possible, compare current information with historical performance. It is important to gain an understanding of what “standard” or “typical” grease activity and behaviour for the asset is. Sometime standard and acceptable greasing activity and behaviour can still be calculated as non-compliant and trigger an alert.

Step 4 – Assess the Likely Cause

Use the available information to determine what may have triggered the alert.

Consider:

• Has grease delivery changed?
• Has the asset been operating normally?
• Has pressure behaviour changed?
• Is the monitoring device communicating?
• Have similar alerts occurred previously?

At this stage the objective is not to confirm the exact cause, but to identify the most likely explanation and plan the next steps.

Step 5 – Plan the Investigation

Determine what inspection or maintenance activities should be completed on site.

The monitoring information should help focus attention on the most likely causes and reduce unnecessary troubleshooting.

Examples may include:

• Inspecting the grease tank
• Verifying pump operation
• Inspecting specific grease lines and injectors
• Checking communication equipment
• Reviewing asset operating conditions 

Detailed troubleshooting guidance is provided in Chapter 6.

Step 6 – Complete Corrective Actions

Carry out the required inspection, maintenance or repair activities in accordance with site procedures.

The actions taken will depend on the alert type and the cause identified during the investigation.

Step 7 – Verify Resolution

After corrective actions have been completed, review the monitoring information to confirm that the issue has been resolved.

This may include confirming that:

• Grease activity has resumed
• Compliance has improved
• Pressure has returned to expected levels
• Communication has been restored
• The alert condition is no longer present

Verification is an important part of the investigation process and helps ensure the root cause has been addressed.

Using Monitoring Data Effectively

Monitoring data should be used to support decision making throughout the investigation process.

When reviewing an alert:

• Look for Changes

  • Changes in grease activity, compliance, pressure or connectivity often provide valuable clues about the cause of an issue.

• Review Historical Information

  • Historical information can help determine whether the alert represents a new issue or part of an ongoing trend.

• Consider Asset Operating Conditions

  • Monitoring data should always be considered alongside the operating condition of the asset.

  • Equipment shutdowns, maintenance activities and operational changes may influence monitoring results.

• Verify Before Escalating

  • Where possible, review the available monitoring information before escalating an issue.

  • The dashboard will often provide information that helps identify the likely cause and support a faster resolution.

When to Escalate

Support should be considered when:

• The cause of the alert cannot be identified.
• The issue persists after corrective action.
• Multiple devices are affected.
• Monitoring data appears inconsistent or unreliable.
• Additional technical assistance is required.

Information that may assist with support requests includes:

• Asset name
• Monitoring point
• Alert details
• Screenshots
• Photos from site inspections
• Details of corrective actions already completed

Further guidance is provided in Chapter 8 – Support & Escalation.