SMS Notification Enhancements for IM and SR

Owned by Saranya S (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

Read Complete Release Notes

Feature released in SummitAI Service Management (Denali SP3, Incident Management and Service Request Management)

What's New?

The SMS Notifications feature is enhanced to provide an effective text messaging alert system for IM (Incident > Configuration > Others > SMS Notification) and SR (Request > Configuration > Others > SMS Notification) modules. The enhancements enable you to quickly categorize and notify the users based on your notification requirement. Following are the enhancements:



Figure: SMS NOTIFICATION page of Incident Management


Figure: SMS NOTIFICATION page of Service Request Management

New Grid view

The grid view is categorized as displayed in the following screen for both IM and SR modules. The categories are as follows:

  • Condition: You can set the condition for SMS notification using the following:
    • Status: Displays the status of IM and SR.
    • Priority: Displays the priority options such as Priority 1, Priority 2, Priority 3 and so on.
    • User Type: Displays the User Type options based on the configurations. For example, VIP, Gold, Silver.
  • Notification: You can specify the SMS notification requirements using the following: 
    • Recipients: Displays the types of recipients. You can select the recipient that you want to send notification.
    • Message Content: Provides the ability to send customized message to the recipients. 
    • Active: Indicates the status set for the SMS configuration.
      • If selected, the SMS configuration is active.
      • If not selected, the SMS configuration is inactive.

Figure: SMS NOTIFICATION page for IM and SR: Grid View Changes


New Assigned Workgroup options

Assigned Workgroup is now categorized with 4 new 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.


Figure: SMS NOTIFICATION page for IM and SR: Assigned Workgroup Options

Send Message to Custom SMS Numbers

A new Custom SMS Numbers option is available in the Recipients column of the SMS Notification page, this option helps you to send SMSs with the configured content to custom mobile numbers which are basically not part of the SummitAI application. 

Figure: SMS NOTIFICATION page for IM and SR: Custom SMS Numbers


Multi-User Control

A new User option is available in the Recipients column of the SMS Notification page to add multiple users who are registered in SummitAI.


Figure: SMS NOTIFICATION page for IM and SR: Users option


Improved SMS Import Functionality

Following is the new structure of the excel when you import the data using the Excel Import option for the SMS import functionality for IM (Incident > Configuration > Others > SMS Notification > IMPORT option from ACTIONS panel) and SR (Request > Configuration > Others > SMS Notification > IMPORT option from ACTIONS panel) modules.

Conditions Columns in Excel

  • Workgroup
  • Location
  • Customer
  • Message Expiry Time (Mins.)
  • Include Sub-Customer
  • Status
  • Priority
  • User Type

Notification Columns in Excel

  • Notify End User (Yes/No)
  • Message Content to End User
  • Notify Workgroup Owner (Yes/No)
  • Message Content to Workgroup Owner
  • Notify Additional Owner (Yes/No)
  • Message Content to Additional Owner
  • Notify Assigned Analyst (Yes/No)
  • Message Content to Assigned Analyst
  • Notify All Analysts (Yes/No)
  • Message Content to All Analysts
  • Notify Custom SMS Numbers (Enter the mobile numbers separated by comma)
  • Message Content to Custom SMS Numbers
  • Notify Registered Users (Enter the user email IDs separated by comma)
  • Message Content to Registered User List

For more information see, Configuring SR SMS Notifications for Service Request Management and Configuring SMS Notification for Incident Management.