Overview
PCR-360 can be set up to notify an entire 'Workgroup', or the Manager of a Workgroup when that Workgroup is added to the 'Workflow' of a 'Service Desk Item'.
This process can be used for other forms of messaging when specific actions occur. For more details, please see the pages for 'Events', 'Escalations/Notifications' and 'Custom Events'.
For the two recommended ways of setting up the Notifications, if the Workgroup is updated within Service Desk to a different Workgroup, the new Workgroup will not be sent a message alerting them of the assignment. PCR presently does not support the ability to notify based on when a Workgroup Assignment change event occurs. We welcome a feature request to examine adding this functionality in the future.
Using Notifications, regardless of the Workgroup, for Alerts
- Navigate to "Admin > Escalations/Notifications > Notifications".
- Click
on the 'Notifications Grid'.
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- Setup the Notification with the following criteria:
- Event: Service Desk Workflow Start Date
- Title: PCR-360 Workflow Assignment
- Subject: PCR-360 Assignment to ##SDWF_WORKGROUP##
- To: ##SDWF_WORKGROUP_WORKERS_EMAIL##
- A different variable can be used to set who should be notified, if only the Manager (##SDWF_WORKGROUP_MANAGER##) or other individual needs to be notified instead of all Workgroup members.
- Personalize the Notification in the Body
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- Click
to save the Notification. - Whenever a Workgroup is Assigned to a Service Desk Item, all members of that Workgroup will be sent a message informing them of that fact.
- Note: If the Workgroup is updated within Service Desk to a different Workgroup, the new Workgroup will not be sent a message alerting them of the assignment.
- When changing the Workgroup on a Workflow, it is recommended to deleted the current Workflow, and add a new one for the newly desired Workgroup, so that the new Workgroup can be alerted to the assignment.
Using Notifications and Escalations to Target Workgroups for Alerts
- Navigate to "Admin > Escalations/Notifications > Notifications".
- Click
on the 'Notifications Grid'.
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- Setup the Notification with the following criteria:
- Check the box for: For Escalation
- Event: Service Desk Workflow Added
- Title: PCR-360 Workflow Assignment (Escalation)
- Subject: PCR-360 Assignment to ##SDWF_WORKGROUP##
- To: ##SDWF_WORKGROUP_WORKERS_EMAIL##
- A different variable can be use to set who should be notified, if only the Manager (##SDWF_WORKGROUP_MANAGER##) or other individual needs to be notified instead of all Workgroup members.
- Personalize the Notification in the Body
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- Click
to save the Notification. - Navigate to "Admin > Escalations/Notifications > Escalations".
- Click
on the 'Sequence Grid'.
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- Setup the Escalation with the following criteria:
- Start Event: Service Desk Workflow Added (per the Notification setup previously)
- Escalation Name: Workflow Added
- Click
to save the Escalation. - Set the Status to
. - Add a 'Sequence' to the Escalation by clicking
on the 'Sequence Grid'.
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- Setup the Escalation Sequence with the following criteria:
- Type: Workgroup
- Time to Wait: desired delay before the Notification is sent
- Sequence #: desired sequence number
- Notification: PCR-360 Workflow Assignment (Escalation) (per the Notification setup previously)
- Click
to save the Escalation Sequence. - Go to the 'Criteria' tab on the Escalation form.
- Click
on the 'Criteria Grid'.
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- Define Criteria for what Workgroups should receive the message.
- Setup the Escalation Criteria with the following values:
- Description: detail of what the criteria is doing
- Data: SDWF_WORKGROUP
- Comparison: Equals
- Sdwf Workgroup Value: Select the desired Workgroup
- Click
to save the Escalation Criteria. - The Escalation should look as follows:
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- Whenever a Workgroup that matches the Criteria is Assigned to a Service Desk Item, all members of that Workgroup will be sent a message informing them of that fact.
- Note: If the Workgroup is updated within Service Desk to a different Workgroup, the new Workgroup will not be sent a message alerting them of the assignment.
- When changing the Workgroup on a Workflow, it is recommended to deleted the current Workflow, and add a new one for the newly desired Workgroup, so that the new Workgroup can be alerted to the assignment.