Configuring SR SMS Notifications

Owned by Enterprise IT
May 10, 2024

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 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
  • Assigned Workgroup
  • User
  • Custom SMS Numbers

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:

  • Workgroup Owner
  • Additional Workgroup Owner
  • Assigned Analyst
  • All Analysts

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:

  • Green: The mobile number is configured in the system.
  • Red: The mobile number is not configured in the system.
Custom SMS NumbersThis 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.

  • 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