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Configuring Alert Definitions

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AVAILABLE FROM CRM.COM R9.0.0

What does this section cover?

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

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
    • Both the subject and the content are mandatory
    • The content length is validated against the email count limit, as specified on 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 on the active communication definitions
  
Edit
  • 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 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 on the active communication definitions
  
Delete

Definition can be deleted only if the alert definition is not used by any effective or not effective workflow rules

  

Alert Definitions  attributes 

 

NameDescription

Name *

 The name of the alert definition. The name is mandatory and unique

Alternative Code *

The alternative code of the alert definition. The alternative code is mandatory and unique and generated automatically based on the alert definition name, if not specified manually 

Description

The description of the alert definition

Life Cycle State *

The life cycle of the alert definition, which can be one of the following:

  • Not Effective
  • Effective

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 alert definitions can be defined in a workflow rule

Type *

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

  • Email
  • SMS

Entity *

The entity that will be communicated through the alert. The available options are described in the Supported Entities section. 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. Alert tags can be used while defining this information. The auto complete feature is also available of alert tags.

Content *

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 tags. The following restrictions are applied while defining the content:

  • The count limit, specified on the active communication definition is applied.
  • 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

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, leads)
  • Alert all Users belonging to Assigned to Unit (only if the entity is assignable i.e. activities, jobs, service requests, leads)
  • Alert specific Users
  • Alert Users belonging in 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

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

Includes the standard log information 

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

    ALERT DEFINITIONS

  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
        LOG DETAILS

  9. From the Actions Menu click on SAVE

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
    CHANGE LIFE CYCLE STATE

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