All Directorate servers can receive messages from agents. Those messages are placed into the region database for processing.
Rule Engine
The primary server uses a message rule engine to analyze all open messages to determine an action for them. Possible actions include:
- Close the message
- Send a direct notification to a support team or users
- Create a ticket for a support team.
- Any other valid action that can be run on the Directorate server. These are the same as all the actions available on an agent.
Message States
Each message has an assigned state value that can be changed by the rule engine. One rule may change the state to a specific value that another rule may later pick up. Complex message analysis logic can be created using these techniques.
Message History
Closed messages are stored in a history table in the database where they can be reviewed and analyzed. The primary server will automatically prune old messages from the database based on region settings.