AVAILABLE FROM CRM.COM R9.0.0

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What are Alert Definitions ?

Alert Definitions are used to define the business rules on how information is communicated to CRM. COM users, either through email or SMS. Alert definitions can be used in workflow rules from where they are triggered and send via actual alerts.

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

• Activities
• Jobs
• Service Requests
• Subscription

Creating, Editing & Deleting Validations & Restrictions

Alert Definitions  attributes 

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

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. MAIN INFORMATION

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

4. 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.

5. 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

6. WORKFLOW RULES

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

7. LOG INFORMATION

8. Log information section keeps all the logging information related to the specific record

   • Basic set of information available in all entities
     • Created By User: The user that created the entity
     • Created By Unit: The unit of the user that created the entity
     • Updated By User: The user that last updated the entity
     • Updated by Unit: The unit of the user that last updated the entity
     • Date Created: The date the account was entity
     • Date Updated: The date the account was last entity
       

9. From the Actions Menu click on SAVE

Testing Alert Connection

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

1. Navigate to FOUNDATION > WORKFLOWS > SET UP AND MANAGE ALERTS > SET UP ALERT DEFINITIONS
   
2. Search for an existing definition
3. From the Actions Menu click on ACTIONS > TEST CONNECTION
   1. Email: Provide your email
   2. Entity: Search  and add an entity for which the webhook definition has been set up
   3. Click on SUBMIT TEST
      Successful: Message appears : Connection was Successful
      Failed: Message appears: Connection was Unsuccessful
      

Deleting Alert Definitions

1. Search for the entity that you would like to delete
   Visit  Using Summary Pages   to find out how you can search using CRM.COM Summary Screens
2. Click on the link of the record you would like to delete, to be transferred to the Data Entry page
3. From the actions menu click on "DELETE"
    The entity will be deleted given that the validations are satisfied
   
   

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