Versions Compared

Old Version 12

changes.mady.by.user Persia Xenopoulou

Saved on

compared with

New Version Current

changes.mady.by.user Former user

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Back to Workflows Main Page

Excerpt
hiddentrue

Learn how to configure Alert Business Definitions that determine the overall behaviour of Alerts

Panel
nameblue

Table of Contents

Table of Contents
minLevel2

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 is communicated to CRM.COM Users, through email or SMS. Alert Definitions must be added on Workflow Rules, from where they are triggered and sent to Users as Alerts.

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

  • Activities
  • Jobs
  • Service Requests
  • 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 DEFINITIONS

Anchor
validations
validations
Validations & Restrictions

ActionValidationsAdditional Information
General
  •  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 in the 'Active' Communication Definitions.
  • If the 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 in the 'Active' Communication Definitions.
  • 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 in the 'Active' Communication Definitions.
  • If the 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 in 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 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.'

Anchor
attributes
attributes
Attributes

An * indicates a field is mandatory.

NameDescription
Main Information

Name*

 The name of the Alert Definition.

Alternative Code*

The alternative code of the Alert Definition. It is mandatory and unique and unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.

Description

The description of the Alert Definition.

Life Cycle State*

The Life Cycle State of the Alert Definition, which can be either:

  • Not Effective
  • Effective
Note

On creating a new Alert Definition the Life Cycle State is automatically set to 'Not Effective'. Only 'Effective' Alert Definitions can be triggered through Workflow Rules, although 'Not Effective' ones can be defined in a Workflow Rule.

Settings

Type*

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

  • Email
  • SMS

Entity*

The entity that will be communicated through the Alert. The available options are:

  • 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 Alert. This information is mandatory and applicable only if the Alert Type is set to Email. 

Note

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

Content*

Mandatory information on the content of the Alert. The following restrictions are applied while defining the content:

  • The count limit, specified on the 'Active' Communication Definition.
    • If the Type is Email, then the count limit defined for email is applied.
    • If the 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 Alert. The users can be defined in the following way:

  • Alert the Created by User
  • Alert the Updated by User
  • Alert the Assigned to User (only if the entity is assignable. i.e., Activities, Jobs, Service Requests)
  • Alert all Users belonging to the Assigned to Unit (only if the entity is assignable. i.e., Activities, Jobs, Service Requests)
  • Alert specificUsers
  • Alert Users belonging to specific Units.
Workflow Rules

Workflow Rules

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

Log Information
Log DetailsThe standard set of Log Details information available in all entities.

Additional Actions for Alert Definition

Testing Alert Connection

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

  1. Navigate to ALERT DEFINITIONS.
  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 a record of the entity for which the Alert definition has been set up.
    3. Click on SUBMIT TEST
      A "Connection was Successful" 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.

Panel
namegrey

Related Areas

Filter by label (Content by label)
showLabelsfalse
spacesV4Manual
showSpacefalse
labelsworkflows-basics-r7,workflows-advanced-r7,workflows-admin-r7

Panel
namegrey

Helpful Links

Filter by label (Content by label)
showLabelsfalse
spacesV4Manual
showSpacefalse
labelsglobal