Service Management Help
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You can configure the SMS Notification settings for a user (subscriber) using the SMS services to perform various actions in the SummitAI application. You can specify a message template for each stage and for each member to receive the SMS. Based on the settings the user, assigned Analyst, assigned Workgroup, and Workgroup owner receive the SMS.
To configure SMS subscriber details:
- Select Request>Configuration>Others>SMS Notification.
- On the SMS NOTIFICATION page, click ADD NEW on the ACTIONS panel.
- Select the Tenant, Workgroup, Location, and Customer and type in the other required SMS Subscriber details. For more information about the fields on the SMS NOTIFICATION page see, Field Description.
- Click SUBMIT. The New SMS Notification details are configured.
Figure: SMS NOTIFICATION page
Anchor Field Description Field Description
Field Description
| Field Description | |
| Field Description |
The following table describes the fields on the SMS NOTIFICATION page:
Fields | Description |
|---|---|
DETAILS | |
Workgroup | Select the Workgroup from the list. |
Location | Select the Location from the list. |
Customer | Select the customer from the list. |
Message expiry time (in mins) | Specify the message expiry time in minutes. The message will be retained in the messaging system to send until the specified message expiry time. |
Include Sub-Customer | If this check box is selected, the configured recipients receives an SMS update when a user who belongs to the respective sub-customer logs an SR. |
| CONDITION | |
| You can set the condition for SMS notification using the following options: | |
Status | Select at what status an SMS update must be sent to the specified recipients. |
Priority | Select the Priority for which SMS update should be sent to the specified recipients. |
User Type | Select the check box to send the SMS update about the SR to specific User Types. Select the User Type from the list. |
| NOTIFICATION | |
| You can specify the SMS notification requirements using the following options: | |
| Recipients | You can select the recipient that you want to send notification. The following recipients options are available:
|
End User | Select the check box to send the SMS update about the SR to the End User. Specify the message content to the End User that you need to send in the text box under Message Content. |
Assigned Workgroup | Select the check box to send the SMS update about the SR to the Assigned Workgroup. Specify the message content for the selected Workgroup that you need to send in the text box under Message Content. Assigned Workgroup is categorized with 4 checkboxes as following user groups in the Recipients column of the SMS Notification page:
When the Administrator selects any of the checkboxes, the corresponding ‘Message Content’ text area is reflected dynamically. In case, if the SMS Notification is configured with Assigned Workgroup checkbox in selected state, it is mapped to ‘All Analysts’ checkbox by default after upgrading. |
| User | This option helps you to add multiple users who are registered in SummitAI. After user selection the following color indicates:
|
| Custom SMS Numbers | This option helps you to send SMSs with the configured content to custom mobile numbers which are basically not part of the SummitAI application. |
| Message Content | Provides the ability to send customized message to the recipients. Note: The default messages reflect once the checkbox is selected. |
Active | Indicates the status set for the SMS configuration.
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ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the SMS NOTIFICATION page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the SMS Notifications configured in the SummitAI application for the selected Tenant.
Figure: SMS NOTIFICATION page: List of SMS Notifications
- To edit a SMS Notification, click the Workgroup Name. Make appropriate changes and click SUBMIT.
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When the SMS Notifications are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new SMS Notification. |
MESSAGE TEMPLATE PHRASES
Click MESSAGE TEMPLATE PHRASES to view the Phrases used in the SMS Notifications and its description. The terms in the Phrase column are the attributes used in the SMS Template and its value is the value specified in the Description field. For example, the term *CALLID* is replaced by the SR ID in the SMS Template.
Figure: SMS TEMPLATE PHRASE pop-up page
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