Configuring SR SMS Notifications

Owned by Aravind Naik (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

Service Management Help

Service Request Management

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:

  1. Select Request>Configuration>Others>SMS Notification.
  2. On the SMS NOTIFICATION page, click ADD NEW on the ACTIONS panel.
  3. 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.
  4. Click SUBMIT. The New SMS Notification details are configured.


    Figure: SMS NOTIFICATION page

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 Subcustomer

If this check box is selected, the configured recipients receives an SMS update when a user who belongs to the respective subcustomer logs an SR.

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.

End User

Select the check box to send the SMS update about the SR to the End User. Specify the e-mail id of the End User in the text box under SMS To.

 Assigned Analysts

Select the check box to send the SMS update about the SR to the Analysts. Specify the e-mail id of the Analyst in the text box under SMS To.

Assigned Workgroup

Select the check box to send the SMS update about the SR to the assigned Workgroup. Specify the e-mail id of the Workgroup in the text box under SMS To.

Other E-mail ID

Select the check box to send the SMS update about the SR to the other personnel. Specify their e-mail ids in the text box under SMS To.

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.

Active

Indicates the status set for the SMS configuration.

  • If selected, the SMS configuration is active.
  • If not selected, the SMS configuration is inactive.

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.

Note:

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