Notification Definitions

A Notification Definition specifies the actual message format and content, what events trigger the notification, and who the recipients of the notification will be.

To access the Notification Definitions screen:

  • In Administration, select Company Setup Workflow / Process Automation Threshold and Notification Definitions Notification Definitions.

Notification Definition Fields

The fields at the top of the screen are the standard code definition fields.

Notification

This section contains general information about the notification that is being defined.

Field Description

Notification

This is a repeat of the notification definition code from above.

Description

This is a description for this notification definition.

Active

Determines whether this notification is active. Inactive notification definitions do not get processed and do not generate notification events.
Attachment Types Select a specific type of attachment to include in an email notification. If you select "All", the email notification will include every attachment type on the case, even if an attachment type is not defined.
Include attachments as Links Determines whether the attachments in a notification are sent as links instead of as attached files. The recipients of the notification must be named users in Agent (no license required) to view the attachments.

 

Formats

In this section you will define one or more message formats. Each format is essentially a Standard Letter ID. You might want to create different formats for the same notification depending on who the recipients are, and what the different types of communication devices are that the message will be going to.

To add a new Message Format, click the New Format button on the banner.

Column Description

Format Type

Choose from one of the following two message formats:

  • Text: This message will be in plain text, with no special formatting. This is used for pagers, faxes, and older email programs that can't interpret HTML.
  • Formatted Text: This is a message containing HTML formatted text. It can include items such as special fonts, bold, underlining, etc. We recommend that this only be used for email devices. Other devices may not properly interpret HTML. (Most modern email programs handle HTML; however, some older programs do not.)

Standard Letter

Select the Standard Letter ID that will be used to generate the actual content of the notification message. Make sure that the letter you select is in the indicated format.

 

Events

This section defines the events that will cause this notification to be sent.

To add a new Event, click the New Event button on the banner.

Column Description

Event Type

Choose the type of event that will be used to trigger this notification:

  • Action: A specific action, when posted, will cause the notification to be sent.
  • Threshold Alert: A specific threshold alert, when reached, will cause the notification to be sent.
  • User: A user will send the notification manually from the case.

Event ID

Enter either the Action Type Code or Threshold Definition that will trigger the notification.

 

If you are using actions to trigger notifications, depending on your internal processes you may want to also consider making those actions suggested actions.

Recipients

This section defines the people who will receive the notification.

To add a new Recipient, click the New Recipient button on the banner.

Column Description
Delivery Type

Select how the email notification will be delivered:

  • To: Sends the email normally. Select this option for the recipients who should be the primary recipients for the email. The email addresses of these recipients are visible to all other recipients.

  • Cc: Sends a carbon copy of the email. Select this option for the recipients who should receive the email but are not considered the primary recipients for the email. The email addresses of these recipients are visible to all other recipients.

  • Bcc: Sends a blind carbon copy of the email. Select this option for the recipients who should receive the email but are not considered the primary recipients. The email addresses of these recipients are invisible to all other recipients.

Recipient Type

Select the type of recipient from the following options:

  • Direct: Indicates that the notification will be sent directly to a specific communication device (typically an email address). The Device type and Address columns also need to be specified.
  • Address: Indicates that the notification will be sent to resources who are part of a category that is defined with associated addresses, such as restaurant or store.
  • Profile: Indicates that the notification will be sent to users based on their notification profile settings. You must specify a Category value.
  • User: Indicates that the notification will be sent directly to a specific email address as selected by an agent. This is used for manual notifications sent from a case.

It is generally considered good practice to avoid the Direct type and set up a profile for a recipient instead. This is especially true if the recipient is going to be a recipient on several different types of notifications. If the person's email address changes, you would only have to change it on their profile, rather than on each notification definition.

Category

For Direct recipients, this does not need to be specified.

For Address recipients, select the Category containing the addresses where the notifications will be sent.

For Profile recipients, select a category. This will be matched up to user profiles to determine the recipients.

ID

The Category ID. This is filled in automatically when a Category is selected.

Level

This is only required for Address recipients. It specifies the level within the category hierarchy to which the notification should be sent.

For example, you might have a store hierarchy that contains the following levels: Country, Region, Section, Stores. You might want to create a notification that will be sent to the regional office. In that case, you would select the level at which region is defined. The system will locate the address record for the appropriate region and will send the notification to that address.

Device

Not used for Profile recipients.

For Address and Direct recipients, this is the type of communication device on which they will be receiving the notification.

Address

Not used for Profile recipients.

For Address recipients, this should be the field on the address record to which the notification should be sent. The possible values should be one of the following: "email" or "email2."

For Direct recipients, this should be the person's full email address. Example: "johdoe@emplifi.io."

Format

Select one of the message formats defined above.

 

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