Anomalies and alerts

As Vigilis reads each invoice, it compares what it finds against your service inventory and your contracts. When something does not line up, it records the discrepancy so it does not slip through.

Anomalies

An anomaly is a first-class record of a billing discrepancy, each with a severity. An anomaly can be a variance from the expected MRC, a service charge that is missing, or a line item that matches nothing in your inventory.

You see anomalies on the Anomalies page, reached from your dashboard through the Open anomalies widget and the Critical view. See The dashboard.

Alerts

An alert is a ticket Vigilis opens automatically from an invoice, so the discrepancy becomes something your team can track and work. Depending on your plan and role, you may not see the Alerts view; it is a filtered ticket view for admins. Ask your provider if you expect access.

When a variance opens an alert

A variance qualifies for an alert ticket when the overpay or underpay is at least $5 and at least 2 percent. Two cases always qualify regardless of size: a disconnected service still being billed, and a brand-new service charge.

How priority is set

The ticket’s priority depends on the impact:

• High when a disconnected service is present, or the total impact is over $500.
• Medium when the impact is over $100.
• Low otherwise.

Each alert ticket lists the billing period, the affected services, the total overpay, underpay, or net impact, and per-item notes.

Missing invoices

If a committed account does not receive an expected invoice on time, Vigilis opens a Missing invoice ticket so the gap does not go unnoticed.

Where alerts go next

Alerts live alongside your other support cases. See Tasks and tickets. When an alert is a real overcharge you want back from the carrier, see Disputes and credits for how the credit is pursued.