Asset-Level Behavior & Rule Overrides

Introduction

While ARMOR's automation rules provide powerful capabilities for automatically routing orders to the correct vendors based on asset tags and priorities, there are situations where administrators need to override this automated behavior. This article explores the asset-level behaviors that interact with automation rules, manual vendor selection during order creation, and administrative override capabilities that provide flexibility when automated rules don't perfectly match operational needs.

Understanding when and how to override automation rules is crucial for maintaining efficient order management while accommodating exceptions, temporary situations, and asset-specific requirements that fall outside standard rule configurations. This guide provides comprehensive coverage of override mechanisms, best practices, and scenarios where manual intervention enhances rather than replaces automation.

Key Concepts

Concept	Description	When It Applies
Manual Vendor Selection	User explicitly chooses vendor during order creation, bypassing rule evaluation	One-time exceptions, temporary vendor changes, emergency situations
Rule Non-Application	Situations where automation rules don't trigger despite being configured	Missing asset tags, no matching rules, disabled vendors, priority conflicts
Admin Override	Capability to change vendor assignment after order creation but before sending	Correcting mistakes, responding to vendor availability changes
Temporary Exception	Short-term deviation from standard rules without modifying rule configuration	Vendor capacity issues, seasonal workload distribution, testing new vendors
Asset-Specific Preference	Individual asset requires consistent vendor regardless of general rules	Warranty requirements, specialized equipment, vendor-specific training

Manual Vendor Selection During Order Creation

When creating an order through the ARMOR interface, users can manually select a vendor rather than relying on automation rules. This manual selection completely bypasses the rule evaluation process, allowing immediate control over vendor assignment.

How Manual Selection Works

During order creation, the vendor selection dropdown displays all active vendors configured in the system. When a user manually selects a vendor from this dropdown:

1. Rule Evaluation Skipped: The system does not evaluate automation rules for the asset
2. Tag Matching Bypassed: Asset tags are not considered for vendor selection
3. Priority Ignored: Rule priorities have no effect on the vendor assignment
4. Direct Assignment: The selected vendor is immediately assigned to the order
5. Contact Validation Still Applied: The system validates that the vendor has valid contact information

Manual Selection Process

Step	Action	System Behavior	Notes
1	Select asset for order	System loads asset information and available vendors	Asset must have valid site assignment
2	Choose order type (Parts or Service)	Order form displays with vendor dropdown	Type affects approval workflow
3	Open vendor dropdown	Lists all active vendors alphabetically	Disabled vendors are excluded
4	Select specific vendor	Vendor assigned; rules bypassed	Selection is recorded in order metadata
5	Complete order details	Standard validation applied	Description, images, requestor info required
6	Submit order	Order enters workflow with manually assigned vendor	Approval flow proceeds normally

When to Use Manual Selection

Appropriate Use Cases:

• Emergency Situations: Vendor needs immediate notification despite normal automation rules pointing elsewhere
• Vendor Capacity Management: Primary vendor temporarily at capacity; overflow to secondary vendor
• Testing New Vendors: Trial period with new vendor before configuring permanent automation rules
• Special Equipment: Asset requires vendor with specialized expertise not captured by standard tags
• Warranty Work: Manufacturer warranty requires specific authorized service provider
• Cost Optimization: Competitive quote received from alternative vendor for specific work
• Geographic Proximity: Temporary asset relocation makes different vendor more appropriate
• Relationship Management: Distribute work to maintain relationships with multiple qualified vendors

Inappropriate Use Cases (Should Use Rules Instead):

• Repeatedly selecting same vendor for specific asset type → Create rule with appropriate tags
• Always using particular vendor for site → Configure site-level rule
• Vendor preference based on equipment category → Use equipment-type tags in rules
• Seasonal vendor assignments → Schedule rule priority changes or create seasonal rules

Manual Selection Best Practices

Practice	Rationale	Implementation
Document Reason in Description	Provides audit trail and context for future reference	Include note like "Manual selection due to [reason]" in order description
Verify Vendor Contact Info	Manual selection bypasses some validations; ensure vendor can receive order	Check vendor profile for valid email before submitting order
Review Pattern for Rule Needs	Repeated manual selections indicate missing automation rule	Monthly review of manual selections; create rules for patterns
Communicate with Team	Other administrators should understand temporary vendor changes	Use order notes or team communication channels
Monitor Vendor Performance	Manual selections may indicate vendor issues affecting automation	Track whether manual selections correlate with vendor problems

When Automated Rules Don't Apply

Even with properly configured automation rules, there are situations where rules fail to trigger or produce unexpected results. Understanding these scenarios helps administrators diagnose issues and determine whether manual intervention is needed.

Common Scenarios for Rule Non-Application

1. Missing or Incomplete Asset Tags

Automation rules rely on asset tags for matching. If an asset lacks the tags required by any rule, no rule will apply:

Scenario	Example	Resolution
Asset has no tags assigned	New asset added without tagging process completed	Add appropriate tags to asset profile
Asset missing required tag for all rules	Rules require "HVAC" tag but asset only has "Building-A"	Add missing tag or create rule matching existing tags
Required AND tag combination incomplete	Rule requires "Generator" AND "Cummins" but asset only has "Generator"	Complete tag set or adjust rule to use OR logic
Tag spelling or formatting mismatch	Rule expects "HVAC" but asset has "Hvac" (case-sensitive)	Standardize tag naming conventions

2. No Rules Configured for Asset Type

If no automation rules have been created that match an asset's characteristics, the system cannot automatically assign a vendor:

• New Equipment Category: Recently added asset type not yet covered by rules
• Unique Equipment: Specialized asset that doesn't fit standard categories
• Geographic Gap: Asset at location without vendor rules configured
• Service Type Gap: Rules cover parts but not service orders (or vice versa)

Example Scenario:

Your organization adds a new solar panel system to the portfolio. The asset is tagged "Solar" and "Renewable-Energy" but all existing automation rules focus on traditional equipment (generators, HVAC, vehicles). When creating orders for the solar system, no rules apply, requiring manual vendor selection until appropriate rules are created.

3. All Matching Vendors Disabled

Rules may match an asset's tags, but if all vendors associated with matching rules are disabled, the automation cannot complete:

Situation	Impact	Solution
Primary vendor disabled for maintenance	Highest-priority rule vendor unavailable	Temporarily enable backup vendor or manually select alternative
Vendor relationship terminated	All rules pointing to vendor become ineffective	Reassign rules to new vendor; disable old vendor
Seasonal vendor shutdown	Vendor disabled during off-season	Configure alternative rules or use manual selection
Multiple vendors disabled simultaneously	No fallback options available	Re-enable at least one vendor or configure new vendor

4. Priority Conflicts and Ties

When multiple rules match an asset with identical priority levels, the system uses tiebreaker logic (alphabetical by vendor name). This may produce unexpected results:

• Unintentional Priority Ties: Two rules accidentally configured with same priority
• Alphabetical Surprise: Expected vendor loses tiebreaker to alphabetically earlier vendor
• Required Tag Dominance: Rule with more required tags may not win if priorities are equal
• Optional Tag Ignored: Optional tags don't influence selection when priorities tie

Example:

Asset has tags: ["CAT", "Generator", "Site-North"]
Rule A: Required: ["CAT", "Generator"], Priority: 100, Vendor: "Zephyr Services"
Rule B: Required: ["Generator", "Site-North"], Priority: 100, Vendor: "Advanced Power"
Result: "Advanced Power" selected (alphabetically first in tie scenario)

5. Invalid or Missing Vendor Contact Information

A rule may match and select a vendor, but if that vendor lacks valid contact information, the order cannot be sent:

• Missing email address in vendor profile
• Invalid email format (fails validation)
• Email address for disabled user account
• Vendor profile incomplete or corrupted

In these cases, the vendor is technically selected by the rule, but order sending will fail, requiring administrator intervention to update vendor information or manually select an alternative vendor.

Diagnosing Rule Non-Application

Step-by-Step Diagnostic Process:

1. Check Asset Tags:
   • Navigate to asset profile
   • Verify all tags are present and correctly spelled
   • Confirm tags match those used in automation rules
2. Review Active Rules:
   • List all automation rules in the system
   • Identify rules that should match the asset's tags
   • Check if any matching rules exist
3. Verify Vendor Status:
   • Confirm vendors associated with matching rules are enabled
   • Check vendor contact information is complete and valid
   • Test email addresses if uncertain about validity
4. Examine Priority Configuration:
   • Compare priorities of multiple matching rules
   • Identify any unintentional priority ties
   • Consider alphabetical tiebreaker effects
5. Test Rule Logic:
   • Create test order for problematic asset
   • Observe which vendor (if any) is auto-selected
   • Compare result to expected behavior

Admin Override Capabilities

Administrators have the ability to override vendor assignments after an order has been created but before it has been sent to the vendor. This capability provides flexibility to correct mistakes, respond to changing circumstances, or accommodate special requests.

Override Mechanisms

Override Type	When Available	Process
Pre-Approval Override	Order in Pending status awaiting approval	Edit order details; select different vendor from dropdown; save changes
Post-Approval Pre-Send Override	Order approved but not yet sent to vendor	Edit approved order; change vendor; resubmit for sending
Failed-Send Recovery Override	Order send failed due to vendor contact issues	Update vendor info or select alternative vendor; retry send
Bulk Override	Multiple orders require same vendor change	Use order list filters; select multiple orders; bulk edit vendor assignment

Override Workflow

Standard Override Process:

1. Locate Order: Find the order requiring vendor change in order list or dashboard
2. Verify Eligibility: Confirm order status allows modification (Pending, Approved, or Failed)
3. Access Edit Mode: Click edit button or order ID to open order details in edit mode
4. Change Vendor: Use vendor dropdown to select different vendor
5. Document Reason: Add note to order description or comments explaining override rationale
6. Save Changes: Submit updated order; system validates new vendor and updates assignment
7. Verify Status: Confirm order status reflects change; check for any validation errors
8. Monitor Delivery: If order was previously approved, ensure it sends to new vendor successfully

Override Limitations and Constraints

Limitation	Description	Workaround
Cannot Override Sent Orders	Once order notification sent to vendor, vendor cannot be changed	Cancel original order; create new order with correct vendor
Approval Reset Not Automatic	Changing vendor doesn't automatically reset approval status	Manually set order back to Pending if approval reconsideration needed
No Override Audit Trail	System doesn't automatically track vendor changes made by admins	Document all overrides in order notes for future reference
Disabled Vendor Selection Blocked	Cannot override to a disabled vendor even with admin privileges	Temporarily enable vendor, complete override, then re-disable if needed
Bulk Override Limited	Bulk edits may not support all order types or statuses	Process orders individually if bulk operation fails

Common Override Scenarios

Scenario 1: Vendor Availability Change

Situation: Order automatically assigned to "ABC Mechanical" based on rules. After approval but before sending, vendor contacts you indicating they're fully booked for the next two weeks.
Override Action: Edit approved order, change vendor to "XYZ Services" (backup vendor), add note "Override due to ABC capacity constraint - per phone call 11/18", save and send to new vendor.
Follow-up: Monitor if capacity issues persist; consider adjusting rule priorities or creating temporary rules during busy periods.

Scenario 2: Incorrect Automation Result

Situation: Order for CAT generator automatically assigned to "Generic Equipment Services" but should go to "CAT Authorized Dealer" due to warranty requirements not captured in tags.
Override Action: Edit pending order, select "CAT Authorized Dealer", add note "Override for warranty compliance - unit under manufacturer warranty", save changes.
Follow-up: Add "Warranty" or "CAT-Warranty" tag to asset; create higher-priority rule matching warranty-tagged CAT equipment to authorized dealer.

Scenario 3: Cost Control Override

Situation: Automation selected "Premium Services Inc" (priority vendor) but finance department has negotiated special pricing with "Budget Pro Services" for this month.
Override Action: Edit pending order, change vendor to "Budget Pro Services", add note "Override for November cost savings program - Finance Dept directive", save changes.
Follow-up: If cost program is temporary, continue manual overrides; if permanent, adjust rule priorities or create new rules reflecting cost considerations.

Temporary Exceptions

Temporary exceptions represent short-term deviations from standard automation behavior without permanently modifying rule configurations. These exceptions accommodate transient situations while maintaining the integrity of long-term automation strategy.

Types of Temporary Exceptions

Exception Type	Use Case	Management Approach
Vendor Capacity Exception	Primary vendor temporarily at capacity; overflow work to alternatives	Manual selection for duration of capacity constraint; return to automation when resolved
Trial Period Exception	Testing new vendor before establishing permanent automation rules	Manual selection for trial orders (e.g., 5-10 orders); evaluate performance; create rules if successful
Seasonal Exception	Weather-dependent work requires different vendor mix during specific seasons	Manual selection or temporary rule priority adjustment for season; revert after period ends
Geographic Exception	Asset temporarily relocated; local vendor more appropriate than automation-selected vendor	Manual selection while asset at alternate location; return to automation when asset returns
Relationship Management Exception	Maintain vendor relationship by periodically assigning work outside normal automation	Manual selection for specific percentage of orders (e.g., 10%); document relationship strategy

Managing Temporary Exceptions Effectively

Documentation Strategy:

• Exception Tracking Log: Maintain spreadsheet or document listing all temporary exceptions, reasons, start dates, expected end dates
• Order Notes: Always document exception reason in order description or notes field
• Team Communication: Ensure all relevant team members understand active exceptions and their duration
• Calendar Reminders: Set reminders to review and end exceptions when appropriate
• Monthly Review: Assess all active exceptions monthly; determine if they should end, continue, or become permanent rules

Exception Lifecycle:

Phase	Activities	Decision Points
Initiation	Identify need for exception; determine scope and duration; document rationale; communicate to team	Is this truly temporary? Could a rule adjustment solve this better? What's the expected duration?
Implementation	Begin manual vendor selection or override process; track affected orders; monitor results	Is the exception working as intended? Any unintended consequences? Vendor performance acceptable?
Monitoring	Regular check-ins on exception status; assess if conditions have changed; track exception order count	Should exception continue? Has the triggering condition been resolved? Is end date still accurate?
Resolution	Determine exception outcome; either end exception and return to automation or convert to permanent rule	Was exception successful? Should this become permanent? Any lessons learned for future exceptions?

Asset-Specific Vendor Preferences

Some assets require consistent vendor assignments regardless of general automation rules. These asset-specific preferences ensure compliance with warranties, maintenance contracts, or specialized expertise requirements.

When to Use Asset-Specific Preferences

Situation	Rationale	Implementation
Manufacturer Warranty	Warranty requires service by authorized dealer to remain valid	Create high-priority rule with unique tag for warrantied asset; assign to authorized dealer
Service Contract	Organization has prepaid service contract with specific vendor for specific asset	Tag asset with contract identifier; create rule matching contract tag to contracted vendor
Specialized Equipment	Asset requires expertise only available from one vendor in portfolio	Create specialized equipment tag; assign highest priority rule to expert vendor
Safety Compliance	Regulatory requirements mandate certified technicians from specific vendor	Tag for compliance requirement; create rule ensuring compliant vendor always selected
Historical Relationship	Vendor has extensive knowledge of asset due to previous work; continuity valuable	Consider if continuity justifies preference; if yes, create dedicated rule

Implementing Asset-Specific Preferences

Recommended Approach Using Automation Rules:

1. Create Unique Tag: Add highly specific tag to asset (e.g., "WarrantyCAT-Unit47", "Cummins-Contract-2025", "Specialized-Chiller-Main")
2. Create High-Priority Rule: Configure automation rule requiring the unique tag with priority value higher than all general rules (e.g., Priority: 999)
3. Assign Preferred Vendor: Associate the high-priority rule with the required vendor
4. Test Configuration: Create test order for the asset; verify preferred vendor is automatically selected
5. Document Preference: Add note to asset profile explaining why specific vendor is required

Example Configuration:

Asset: Main Datacenter Chiller (custom-built, specialized configuration)
Asset Tags: ["HVAC", "Chiller", "Datacenter", "Specialized-DC-Chiller"]
General HVAC Rule: Required: ["HVAC"], Priority: 100, Vendor: "General HVAC Services"
Specialized Rule: Required: ["Specialized-DC-Chiller"], Priority: 999, Vendor: "Custom Chiller Experts"
Result: All orders for this specific chiller automatically route to "Custom Chiller Experts" regardless of other HVAC rules

Maintaining Asset-Specific Preferences

Asset-specific preferences require ongoing management to ensure they remain appropriate:

• Annual Review: Assess each asset-specific preference yearly; verify continued necessity
• Warranty Expiration Tracking: Monitor warranty end dates; remove preference rules when warranties expire
• Contract Renewal Monitoring: Update or remove rules when service contracts renew or terminate
• Vendor Performance Evaluation: Ensure preferred vendors continue to meet performance standards; adjust if not
• Asset Lifecycle Consideration: Reevaluate preferences as assets age; requirements may change over time

Override Best Practices

Strategic Guidelines

Best Practice	Implementation
Document Every Override	Add detailed note to each manually selected or overridden order explaining reason for deviation from automation. Include date, decision maker, and expected duration if temporary.
Monitor Override Frequency	Track how often manual selection or overrides occur. High override rates indicate automation rules may need adjustment or additional rules may be needed.
Convert Patterns to Rules	When same override occurs repeatedly (3+ times), create automation rule to handle the pattern. Don't rely on ongoing manual intervention for recurring situations.
Communicate Override Strategy	Ensure all administrators understand when overrides are appropriate vs. when rules should be modified. Maintain consistent team approach to override decisions.
Set Override Authorization Levels	Define which roles can perform overrides and under what circumstances. Some overrides (e.g., cost-related) may require additional approval.
Review Override Outcomes	After order completion, assess whether override decision was correct. Use outcomes to refine override criteria and rule adjustments.
Maintain Override Log	Keep separate log of all overrides with details on reason, outcome, and lessons learned. Use log to improve automation over time.
Balance Automation and Flexibility	Recognize that some level of manual intervention is normal and valuable. Don't over-automate to the point of inflexibility, but don't under-automate requiring excessive manual work.

Quarterly Override Analysis

Perform comprehensive override analysis each quarter to optimize automation strategy:

1. Compile Override Data: Gather all manual selections and admin overrides from the quarter
2. Categorize by Reason: Group overrides by common reasons (capacity, cost, expertise, etc.)
3. Identify Patterns: Look for recurring patterns that suggest rule gaps or needed adjustments
4. Calculate Override Rate: Total overrides ÷ total orders = override rate (target: <10% for mature systems)
5. Assess Outcomes: Review whether overridden orders had better or worse outcomes than automated orders
6. Create Action Plan: Develop specific rule changes, new rules, or process improvements based on analysis
7. Implement Changes: Execute action plan; create/modify rules to reduce unnecessary future overrides
8. Communicate Results: Share findings with team; update override guidelines based on learnings

Troubleshooting Override Issues

Common Problems and Solutions

Problem	Likely Cause	Solution
Cannot edit order to change vendor	Order status doesn't allow editing (Sent, Cancelled)	Check order status; cancel and recreate if order already sent
Vendor dropdown doesn't show desired vendor	Vendor is disabled or doesn't exist in system	Enable vendor or create new vendor profile before attempting override
Override saved but vendor didn't change	Validation error prevented save; no error message displayed	Verify vendor has valid contact information; check browser console for errors
Manual selection not persisting	Browser issue or network interruption during save	Refresh page; reattempt manual selection; verify save completes
Overridden order still showing old vendor	UI cache not refreshed after override	Refresh browser; clear cache if problem persists; verify in database if needed
Bulk override failing for some orders	Mixed order statuses; some not eligible for override	Filter to only eligible orders; process non-eligible orders individually

Integration with Overall Order Strategy

Asset-level behaviors and rule overrides should integrate seamlessly with your overall order management strategy:

• Automation First, Override Exception: Design comprehensive automation rules as primary vendor selection mechanism; use overrides only when automation doesn't fit specific circumstances
• Continuous Improvement: Treat each override as learning opportunity; regularly evaluate if rule adjustments would eliminate need for similar future overrides
• Documented Standards: Create clear guidelines on when overrides are appropriate; ensure team consistency in override decisions
• Performance Metrics: Track override frequency and outcomes; use metrics to assess automation effectiveness and identify improvement opportunities
• Vendor Relationship Balance: Use combination of automation and strategic overrides to maintain healthy vendor relationships while ensuring efficient order routing

Related Articles

• Understanding Rule Priority & Matching Logic: Deep dive into how automation rules select vendors when multiple rules match
• Creating Your First Automation Rule: Step-by-step guide to configuring automation rules
• Managing Required vs. Optional Tags: Strategy for structuring tag requirements in automation rules
• Vendor Performance Analytics: Analyzing vendor performance to inform override decisions
• Creating Service Orders: Understanding order creation process where manual selection occurs

Summary

Asset-level behavior and rule overrides provide essential flexibility in ARMOR's order management system. While automation rules handle the majority of vendor selection efficiently, manual selection during order creation and administrative override capabilities ensure that exceptions, temporary situations, and asset-specific requirements are accommodated without compromising the overall automation strategy.

Key takeaways:

• Manual vendor selection completely bypasses automation rules and is appropriate for one-time exceptions
• Rules may not apply due to missing tags, no matching rules, disabled vendors, or priority conflicts
• Admin override capabilities allow vendor changes after order creation but before sending
• Temporary exceptions accommodate short-term deviations without permanent rule changes
• Asset-specific preferences should be implemented using high-priority automation rules rather than ongoing manual intervention
• All overrides should be documented, monitored, and analyzed for automation improvement opportunities

By understanding when and how to override automation rules, administrators maintain operational flexibility while continuously improving the underlying automation strategy for long-term efficiency.

Tags: orders, automation, rules, overrides, assets, manual-selection, vendor-preferences, exceptions