Tickets Alerts
This section allows you to define different alerts for the categories of configured Tickets.
This table will configure alerts of different types for each category of ticket (Service Requests, Incidents and Problems, Changes and Deliveries, Claims, Non-Conformities, Corrective and Preventive, Loss Events).
The column 'Name' allows us to assign a descriptive name. The 'Alert Type' column indicates what action or event will be reported in the alert. The type of alert is selected when creating it.
The columns 'Periodicity', 'Interval Days Previous' and 'Interval Days Later' are used to indicate how often the periodic alerts will be sent, as well as the range of days before or after sending the alert that you will use to select the Tickets that are included in the message. If no date is specified in the "Date Field" column, it will take the starting date. If not, you can select one of the dates of that type of ticket, which will be the one you consider for launching alerts.
The field 'Type of Ticket' is used to select which category of ticket the alert affects, which can be one of the types that are configured in GlobalSUITE, and it can be selected by clicking on the cell in the table. Finally, the 'Recipient' field allows you to indicate which section of the ticket you will use to identify the recipients of the alert.
There are five types of alerts to configure in each ticket category:
Ticket creation: The recipients defined in the alert will be notified when a new ticket of that type is created. This alert is immediate, so it is not necessary to define "Periodicity" or "Interval Days".
Ticket modification: The recipients associated with the alert will receive an email notification when a ticket in which they are associated is modified (such as Employees, Owners or Supervisors). This alert is immediate, so it is not necessary to define "Periodicity" or "Interval Days"
Ticket closure: It allows you to select the recipients who will receive an alert in case a ticket of the defined type is closed and the recipient is associated as Employee or Owner thereof. This alert is immediate, so it is not necessary to define "Periodicity" or "Interval Days".
Assigned tickets: Through this alert, a notification will be sent to the supervisors defined in it, who are assigned as Employees or Owner of the tickets.
Unattended tickets: The recipients associated with the alert will be notified that there are tickets unattended (in the initial state).
The alert types "Assigned tickets" and "Unattended tickets" are sent periodically, for which it is necessary to define in the Periodicity column (Daily, Weekly or Monthly) the frequency with which you want to notify the recipients. It is also necessary to indicate, numerically in the column "Interval Days", the interval of previous days that will be used as a basis to collect the assigned tickets, according to the "Registration Date" of the same. For example, if an interval of 7 days is indicated, the person in charge will receive in the alert the list of tickets assigned with the Registration Date of the 7 days prior to the sending of the notification.
The actions that the table allows to perform are the following:
New: Enables the creation of a new alert, depending on the type of alert selected in the 'Select Alerts' drop-down.
Remove: It offers the possibility to delete an alert already created. To do this you have to select the alert and click on the 'Remove' button.
Associate: It allows to define the users that will be alerted. For this you have to click on the button and select the roles/employees that will receive the notification.