Define Notification

Explanation

This activity is used to define a notification that is automatically sent to a specified person when an event escalation occurs. You can specify the person to whom you want to send the message, whether the message should be sent as an e-mail and/or a SMS, the message content, the calendar function used to calculate execution time, the delay after which you want the notification to be sent, the interval for recurring mails, and the time period during which it should be performed.

Prerequisites

The values to be entered in the Receivers, Time Function and Calen. Function fields must have been defined in the Logical Unit window on the Receiver Functions, Time Functions and Calendar Functions tabs respectively. 

System Effects

As a result of this activity, notifications will be sent according to the specified details. 

Window

Escalation Rules 

Related Window Descriptions

Escalation Rules
Insert Notification

Procedure

1. Open the Explore Escalation Rules window.
2. On the left pane of the navigator, expand the organization for which you want to define an escalation rule and then expand the relevant logical unit.
3. Select the relevant escalation rule, right-click and then click Insert Notification.
4. Enter a name in the Notification field. Ensure that the name is concise and meaningful.
5. For the Receivers field, click List to select a suitable value. Only one value can be selected from the available list.
6. Enter a value in the Delay field or Time Function field. If entering a value in the Time Function field, use the List of Values to select a suitable value. The value in the Delay field should be the time lapse between triggering the rule and sending the notification. The value should be expressed in hours, including fractions of an hour if required. If you want the notification to be sent immediately, set the delay to 0 (zero).
7. Select  the E-mail and/or SMS check box.
8. Optionally, you can specify the following:

• Use the List of Values to change the value in the Calen. Function field.
• Enter a value in the Deviation field. The deviation is the length of time before (if negative) or after (if positive) the time function that you want the rule be triggered.
• Enter a value in the Interval field. 
• Enter dates in the Effective From and Effective To fields.
• Select the Recurring check box to specify that the message should be sent repeatedly. Note that if the Recurring check box is selected, it is required to enter a value in the Interval field
• Select the Enabled check box to enable the notification. 

9. Enter the message content in the Subject and Message fields. Every notification should have a subject and a message. Note that any of the values in the Available Parameters column may be used, by prefixing it with an ampersand.
   Example :
   Subject : Case &CASE_LOCAL_ID Completed.
   Message : Case &CASE_LOCAL_ID - &TITLE has been completed.
10. Click OK.