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  4. BlackBerry AtHoc CylanceGuard Integration
  5. Troubleshoot the BlackBerry AtHoc CylanceGUARD integration

Troubleshoot the
BlackBerry AtHoc
CylanceGUARD
 integration

When a security incident is escalated, the following actions are performed in sequence:
  1. The Business Rules module detects the escalation event and calculates the values for dynamic parameters such as Case Number and Link to the Customer Service Case.
  2. The Script Include module fetches the Alert Template for Events and populates the value in the alert content.
  3. Targeted users are calculated dynamically. The targeted users are the customer contacts that belong to the group to which the escalation is assigned.
  4. An entry is made in the x_blbe_athoc_athoc_alerts table. This table is the Sent Alerts module in
    BlackBerry AtHoc
    . This record entry will display the details of the alert such as Title, Body, Targeted Count, and Sent Count.
  5. A corresponding entry is made in the x_blbe_athoc_iws_outbound_alert table. This table is the
    BlackBerry AtHoc
     Diagnostic 1 module in
    BlackBerry AtHoc
    . The record entry will have the Alert GUID field as the sys_id of the entry mentioned in point 4. The entry will have the consolidated API requests and responses for that alert.
  6. All API requests and responses between
    CylanceGUARD
     and
    BlackBerry AtHoc
     are logged in the x_blbe_athoc_athoc_alerts_log table. This table is the
    BlackBerry AtHoc
     Diagnostic 2 module in
    BlackBerry AtHoc
    .
The monitor table stores information about a Customer Contact that has failed a user sync or membership sync. The monitor table also stores the information of any deleted Customer Contact or Customer Account until this information is deleted from
BlackBerry AtHoc
.