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Back to Workflows Main Page

Excerpt
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Learn how you can to configure Alert Definitions -

Status
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titleAvailable from CRM.COM R9.0.0

Status
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titleAvailable from CRM.COM R9.0.0

What does this section cover?

Table of Contents
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What

Business Definitions that determine the overall behaviour of Alerts

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Table of Contents

Table of Contents
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Navigating to Alert Definitions

Info

FOUNDATION > WORKFLOWS > SET UP AND MANAGE ALERTS > SET UP ALERT DEFINITIONS

What are Alert Definitions?

Alert Definitions are used to define the business rules on how information how information is communicated to CRMto CRM. COM usersCOM Users, either through email or SMSor SMS. Alert definitions can be used in workflow rules from Definitions must be added on Workflow Rules, from where they are triggered and send via actual alertssent to Users as Alerts.

An alert Alert is always related to a particular entity. The entities for which alerts Alerts can be communicated to are the following:

  • Activities
  • Jobs
  • Service Requests
  • Subscription
Creating, Editing & Deleting
  • Subscriptions
  • Reward Offers 
    Status
    colourYellow
    titleAvailable from CRM.COM R11.0.0

Alert Definitions can be edited, deleted and have their Life Cycle State changed.

  • Navigate to Alert Definitions and explore existing entries via the Summary page. 

  • Click on the link (Name or Number) of the entry of your interest to access the Data Entry page and see more detail.

  • Use the Actions Menu to create a NEW Definition, modify (EDIT), or DELETE an existing one.  

  • Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Definition. 

Check the Validations & Restrictions Table below for a list of available Actions when working with Alert, including each Action's related validations and additional information.  View the Attributes Table for a comprehensive description of the Alert Definition fields.

ALERT DEFINITIONSImage Added

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validations
validations
Validations & Restrictions

the alert definition is not used by any effective or not effective workflow rules
ActionValidationsRestrictionsAdditional Information
General You can have multiple Effective and Not Effective definitionsBoth effective and not effective alert definitions can be selected, but only Effective definitions are applicable (i.e. sending alerts)Create
  • If the type is Email then Not Applicable
  • Both 'Effective' or 'Not Effective' Alert Definitions can be selected and added on a Workflow Rule, but only 'Effective' Definitions are triggered by the Workflow rule to send Alerts
Create
  • Name and Alternative Code must be unique.
  • Mandatory Fields must be defined.
  • If the Type is Email then:
    • Both the subject and the content are mandatory.
    • The content length is validated against the email count limit, as specified on the active communication definitionsin the 'Active' Communication Definitions.
  • If the type Type is SMS then
    • The content is mandatory
    • The subject is not applicable
    • The content length is validated against the SMS count limit, as specified on the active communication definitions
  Edit
  • Use the Alert Tags related to the entity that is selected in the Main Information section of the Definition.
  • Date Tags can be used regardless of the Type of the selected entity.
Edit
  • Name and Alternative Code must be unique.
  • Mandatory Fields must be defined.
  • If the Type is Email then:
    • Both the subject and the content are mandatory.
    • The content length is validated against the email count limit, as specified on the active communication definitionsin the 'Active' Communication Definitions.
  • If the type Type is SMS then:
    • The content is mandatory.
    • The subject is not applicable.
    • The content length is validated against the SMS count limit, as specified on the active communication definitions
  
  • Use the Alert Tags related to the entity that is selected in the Main Information section of the Alert Definition.
  • Date Tags can be used regardless of the Type of entity selected.
Delete
  • Definition can be deleted only if
  

Alert Definitions  attributes 

 

Description
Name
  • it is not added to a Workflow Rule
  • Not Applicable
Setting Life Cycle State to Not Effective
  • Not Applicable
  • If the Alert Definition is used in one or more 'Effective' Workflow Rule, then the System displays a warning that the Definition is used by Workflow Rules and confirmation is required before setting the Definition to 'Not Effective.'

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attributes
attributes
Attributes

An * indicates a field is mandatory.

  • RECIPIENTS

    1. Check the box next to the users you would like to get notified by the alert
      1. Created By User
      2. Updated By User
      3. Assigned to User
      4. All users of Assigned to Unit
      5. Specific Users
        1. Click on Add and add the user you would like to get notified by using the search modal
      6. Users of Specific Units
        1. Click on Add and add the units you would like to get notified by using the search modal.
          All the users belonging to the unit defined will be notified

  • WORKFLOW RULES

    1. This is a read only list of the workflow rules that include the alert definition

  • LOG INFORMATION

    • Include PageLog Information - GlobalLog Information - GlobalFrom the Actions Menu click on SAVE
    NameDescription
    Main Information

    Name*

     The name of the alert definition. The name is mandatory and uniqueAlert Definition.

    Alternative Code*

    The alternative code of the alert definition. The alternative code Alert Definition. It is mandatory and unique and generated automatically based on the alert definition name, if not specified manually unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.

    Description

    The description of the alert definitionAlert Definition.

    Life Cycle State*

    The life cycle Life Cycle State of the alert definitionAlert Definition, which can be one of the followingeither:

    • Not Effective
    • Effective
    Note

    On creating a new

    alert definition the life cycle state

    Alert Definition the Life Cycle State is automatically set to

    not effective

    'Not Effective'. Only

    effective alert definitions can

    'Effective' Alert Definitions can be triggered through

    workflow rules

    Workflow Rules, although

    not effective alert definitions can

    'Not Effective' ones can be defined in a

    workflow rule

    Workflow Rule.

    Settings

    Type*

    The type of the alertAlert, that will determine the media that will be used to send the alertAlert. The following options are supportedavailable:

    • Email
    • SMS

    Entity*

    The entity that will be communicated through the alertAlert. The available options are described in the Supported Entities section. More than one alert definition can :

    • Activities
    • Jobs
    • Service Requests
    • Subscriptions
    • Reward Offers
      Status
      colourYellow
      titleAvailable from CRM.COM R11.0.0
    Note

    More than one Alert Definition can be defined for each entity.

    Subject*

    The subject of the alertAlert. This information is mandatory and applicable only if the alert type Alert Type is set to Email. Alert  

    Note

    Alert tags can be used

    while defining this information

    in the Subject. The auto-complete feature is also available

    of alert tags

    for Alert tags - by typing '#' available tags will be populated.

    Content*

    The Mandatory information on the content of the alert. This information is mandatory. Alert tags can be used while defining this information. The auto complete feature is also available of alert tagsAlert. The following restrictions are applied while defining the content:

    • The count limit, specified on the active communication definition is applied'Active' Communication Definition.
      • If the
      type
      • Type is Email, then the count limit defined for email is applied.
      • If the
      type
      • Type is SMS, then the count limit defined for SMS is applied.
    Note

    Alert tags can be used in the Content. The auto-complete feature is also available for Alert tags - by typing '#' available tags will be populated.

    Logging Method*

    Defines the method that will be used to log the Alerts that will be created using this Alert Definitions. The supported options are the following:

    • No logging: No Alerts will be logged.
    • Log Rejected Alerts only: Only Alerts that were rejected will be logged (default).
    • Log all Alerts: All the Alerts will be logged.
    Recipients 

    Recipients*

    Defines a list of users that will be receiving the alertAlert. The users can be defined in the following way:

    • Alert the Created by userUser
    • Alert the Updated by userUser
    • Alert the Assigned to user User (only if the entity is assignable. i.e. activities, jobsActivities, service requestsJobs, leadsService Requests)
    • Alert all Users belonging to the Assigned to Unit (only if the entity is assignable. i.e. activities, jobsActivities, service requestsJobs, leadsService Requests)
    • Alert specific UsersspecificUsers
    • Alert Users belonging in to specific Units

    Logging Method *

    		Defines the method that will be used to log the alerts that will be created using this alert definitions
    • .
    The supported options are the following:
    • No logging: If selected then no alerts will be logged
    • Log Rejected Alerts only: If selected then only alerts that were rejected will be logged. (Default)
    • Log all Alerts: If selected then all the alerts will be logged
    Workflow Rules

    Workflow Rules

    Displays a list of all the workflow rules Workflow Rules that include the specific alert definition Alert Definition as one of their actions. This information is read Read-only.

    Log Information

    Includes the standard log information 

    Defining your own Alert Definitions  tailored to your company's needs

  • Navigate to FOUNDATION > WORKFLOWS > SET UP AND MANAGE ALERTS > SET UP ALERT DEFINITIONS
    • Either search for an existing one or from the Top Menu click on NEW
    ALERT DEFINITIONSImage Removed

  • MAIN INFORMATION

    1. Provide the main information as explained in the table above

  • SETTINGS

    1. Provide the settings that will be used for sending the alerts
      1. Type: Select from the drop down list
      2. Entity: Select from the drop down list the entity for which the alert will be created
      3. Logging Method: Select from the drop down lists between the available options for logging
      4. Content: Provide the content of the alert. Content of the alert can include either free text or alert tags.
    • Log DetailsThe standard set of Log Details information available in all entities.

    Additional Actions for Alert Definition

    Testing Alert Connection

    Once the alert definition Alert Definition is set up then you can test , the connection can be tested to confirm that the emails will be sent successfully. Follow the steps below to test the definition Definition setup:

    1. Navigate to FOUNDATION > WORKFLOWS > SET UP AND MANAGE ALERTS > SET UP ALERT DEFINITIONS
      Search for an existing definition.
    2. Search for the Definition to Test and click on its Name to go to the Data Entry page.
    3. From the Actions Menu click on ACTIONS > TEST CONNECTION.
      1. Email: Provide your email address.
      2. Entity: Search  and add an  Search and add a record of the entity for which the webhook Alert definition has been set up.
      3. Click on SUBMIT TEST
        Successful: Message appears : A "Connection was Successful
        Failed: Message appears: Connection was Unsuccessful
        TEST CONNECTIONImage Removed

    Deleting Alert Definitions

    Include PageDeleting a record - GlobalDeleting a record - Global

    Changing the Life Cycle State of Alert  Definition

    1. Navigate to FOUNDATION > WORKFLOWS > SET UP AND MANAGE ALERTS > SET UP ALERT DEFINITIONS
    2. Either search for an existing one or from the Top Menu click on NEW
    3. From the Actions Menu click on ACTIONS > SET AS EFFECTIVE
      OR
    4.  From the Actions Menu click on ACTIONS > SET AS NOT EFFECTIVE
      CHANGE LIFE CYCLE STATEImage Removed
      1. " or "Connection was Unsuccessful" message appears if the Connection was Successful or Failed, respectively.

    Note

    View Understanding Workflows for business examples related to Alert Definitions.

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