4.3 Alerts
Alerts are an internal mechanism used by Administrators to notify Users about important issues relevant to them or their environment. System generated Alerts are created for Administrator Users when:
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An ADS/LDAP sync has been performed
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An AMIE Item import has been completed
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SLA warnings and breaches.
Alerts generated within the My Account tab can act as reminders or notifications for personal use, for a specific User, or for Users of a particular Role. Alerts can be scheduled to be published and dismissed.
Viewing Alerts
When an Alert is received, the Alert icon flashes in the top right corner, next to the login name:
To view a received Alert:
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Click on the icon
The Alert screen opens with all current Alerts. The icon in the first column indicates whether the Alert is Information, a Warning or Urgent.
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Click on the date link in the Publish column to view the details of the Alert
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Click Done to close and retain the Alert
Or, select Dismiss to delete it from the pop-up window and disable the flashing icon
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To dismiss one or multiple Alerts within the Alerts list, check the boxes next to the relevant Alerts and then select the Dismiss option
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To subscribe to RSS feeds for Alert updates, select the RSS button.
4.3.1 Creating Alerts
To create an Alert:
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Select Home>Alerts
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Select New
The Alerts editor appears.
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Enter a Publish and Dismiss date
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Alert Details
Description
Created
The current date and time.
Publish
The date the Alert is published. Use the calendar icon to the right of the field, to select a Publish date.
Set to a date in the future, or use the default to publish the Alert immediately.
Dismiss
The date the Alert ceases to be available. Use the calendar icon to the right of the field, to select a Publish date. On this date, the Alert will disappear from a User's Alert list.
Severity
The type of Alert to be published. The choices are:
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Information – for general Alerts
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Warning – to warn Users of potential issues
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Urgent – to publish an urgent actionable message.
The icon appearing with the message will depend on the type of Alert.
User
The type of Users to receive the Alert, which include:
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Specific Customer or User
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User Role
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Personal Alert
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Organizational Units
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Public.
In the Find User or Customer list, click search to select the recipient from the drop-down list.
An Alert sent to a User Role will go to all Users with that Role.
A personal Alert appears on the User's own screen at the Publish date.
A Public Alert appears when the Public Alert link is selected on the Login Page.
Title
Enter the title of the Alert.
Message
Enter the main content of the Alert.
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Select the Severity for the Alert message
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Select the User
Options include selecting User Roles, a specific User or personal.
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Enter a Title for the Alert
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Enter the Message content for the Alert
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Click Save
Alerts with current Publish dates will be sent immediately.
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Click Done.
4.3.2 Deleting Alerts
Alerts can be deleted within the List View by selecting one or more Alert checkboxes and clicking the Delete button. Alternatively, they can be deleted individually within the Alert Editor information screen by selecting the Delete button.
4.3.3 SLA Breach Alerts
Alerts are also used by the system to inform Users about SLA breaches. The Alert will be addressed to the User and assigned to the request that has failed to reach an SLA target. The breach will contain information such as the affected Request ID, and how the SLA has been breached.