Who Receives Theator Equipment Alerts

When Theator detects an equipment problem in one of your rooms, such as a disconnected cable or an offline unit, it opens an incident and notifies the people responsible for fixing it. This article explains who those people are, how the alert reaches them, and how to make sure your biomed and field technicians are notified.

Who Is This For?

• Admins and Facility Admins who manage users and want technicians to be notified
• Clinical Engineers, biomed and field technicians who respond to equipment alerts

Who Gets Notified

Equipment alerts go to users with the Clinical Engineer role at your organization. No other role is notified. Admins, Facility Admins and standard users do not receive equipment alerts unless they also have the Clinical Engineer role.

A Clinical Engineer is notified only once their account is active. If you invited someone who has not yet accepted the invitation and signed in, they will not receive alerts until they do.

Alerts by site

When you give someone the Clinical Engineer role, you can choose a site for them:

If an alert comes from a site that has no Clinical Engineer assigned, and no Clinical Engineer is set to All sites, Theator notifies every Clinical Engineer at your organization instead. Alerts that are not tied to a site also go to every Clinical Engineer.

Important: If your organization has no active Clinical Engineer, nobody is notified. The incident still appears on the Incidents tab of the Monitoring page, but no email or push notification is sent.

How Alerts Are Delivered

Theator sends an update at three points: when the alert is triggered, when someone acknowledges it, and when it is resolved.

Email

Every Clinical Engineer who should receive the alert gets an email from support@theator.io. Each update is a single email: one Clinical Engineer is the addressee, and the others are copied.

The subject line always follows the same pattern, so you can filter or search for it:

Push notifications

Theator also sends a push notification to the Theator mobile app, but only to the addressee of the email. That is one Clinical Engineer per alert. Clinical Engineers who are copied on the email do not receive the push.

Tip: Don't rely on push notifications alone to reach your team. Make sure every technician who responds to alerts can see the email.

Make Sure Your Technicians Receive Alerts

You need to be an Admin or a Facility Admin to change roles for users in your organization.

1. In the left sidebar, open Admin tools > User Management, or go to https://app.theator.io/organization/user-management.
2. On the Users tab, click the technician to open their details. To add someone new, click New user.
3. Under Role, select Clinical Engineer - IT admin, optionally scoped to a site.
4. Under Site (optional), choose the site this technician covers. Leave it on All sites for someone who should receive alerts from every site.
5. Click Save changes, or Create user for a new user.
6. If you invited a new user, ask them to accept the invitation and sign in. Alerts start once their account is active.

Repeat these steps for each technician who should be notified. To set up several users at once, click Import users on the Users tab.

What the Clinical Engineer role can access

Besides receiving alerts, Clinical Engineers can open Monitoring, Implementation and Coverage Analytics from the left sidebar. They cannot open User Management, so they cannot change other users' roles.

Not Receiving Alerts?

Check the following:

• Role: confirm the person has the Clinical Engineer role in User Management.
• Account status: users who have not accepted their invitation and signed in are not notified.
• Site: a Clinical Engineer assigned to one site receives only that site's alerts.
• Push or email: only one Clinical Engineer per alert receives a push notification. Everyone else receives the email, so check your inbox, including spam, for messages from support@theator.io.

Can Alerts Go to ServiceNow or Another Ticketing System?

Theator sends equipment alerts to Theator users with the Clinical Engineer role, by email and push notification. To discuss sending alerts to a ticketing or dispatch system such as ServiceNow, contact your Theator representative.

What's Next?

• Understanding Customer Ops Alerts — What each alert type means and how to respond
• Getting Started with the Incidents Dashboard — Acknowledge and resolve alerts
• Daily Monitoring Checklist — A daily routine for biomed technicians and Clinical Engineers
• Managing Your Organization — Invite users and change roles
• Using Theator on Mobile — Install the mobile app to receive push notifications