Alerts

Overview

HelpSTAR issues alerts to notify appropriate personnel when certain HelpSTAR Events occur.

 

For example:

 

 

You can view your alerts at any time by clicking the Alerts button in the Service Request Ribbon.

 

 

 

The following window will be displayed:

 

 

 

 

 

 

1. Ribbon Toolbar:

 

 

The Alerts ribbon toolbar will present several tabs with varying options to address Alerts.

 

 

Alert View Tab

 

 

 

 

Alerts:

 

 

 

 

Alert List Parameters:

 

This section allows you to select which folders to view Alerts.  Also, the option to select which Alerts States should appear in this view is also available.  For example, to view all alerts for requests in your In Queue folders that are overdue, check In Queue and Overdue options.

 

Customize:

 

Users can customize the grid in any of their request listings by clicking the "Customize” button. For each specific listing, a user can select which rows (fields) will be displayed in the grid.  Also, they can display them in a different order, edit the captions or filter the field criteria.

 

 

Preview Pane:

 

This section allows you to specify how the Alerts List (grid) and the Alerts Detail should appear. 

 

 

 

 

 

 

Default Settings:

 

 

 

 

Request Tab:

 

 

 

The request tab allows you to insert memos and make modifications to a service request without entering update mode.

 

Insert

 

 

 

 

 

Change Property

 

 

 

Move To

 

 

 

 

 

 

 

Schedule

 

 

 

 

 

Set Importance

 

 

 

 

Edit Memo

 

 

 

Automatic Email Updates

 

 

 

 

For more information please see Automatic Email Updates.

 

 

Communication

 

 

 

Recurrence

 

 

 

Lookup Tab

 

 

 

 

Properties

 

 

 

 

 

History

 

 

 

 

 

Search

 

 

 

 

 

 

Project Tab

 

 

 

 

 

Project

 

 

 

 

 

 

 

Support Reps Tab

 

 

 

Support Reps

 

 

 

 

 

 

2. Support Rep Listing:

 

 

Users with the Report privilege will be able to view their own alerts, as well as alerts for other Support Reps.  This section lists all of the support reps.  Depending on the privileges assigned, you may be able to see your own alerts or that of other Support Reps. 

 

 

3. Project Request Pane

 

 

If the highlighted request is a member of a project then the project pane will appear which allows you to view all of the requests which are part of that project.

 

 

4. Alerts List

 

 

This section displays a line item for each of your outstanding alerts.  If you have selected another Support Rep from the Support Rep Listing section, then their outstanding alerts will be displayed in this section.

 

 

5. Alerts Details:

 

 

This section allows you to preview details of the highlighted request.

 

This pane contains two tabs:

 

 

 

Note: An Attachments tab will also appear if attachments have been made to a request.

 

 

Events that Trigger Alerts:

 

An event is some occurrences within HelpSTAR that triggers Alerts to various HelpSTAR Users as follows:

 

Event Type:

  • Alert Received By

New Service Request arrives In Dispatch

All users assigned the Dispatch Privilege

A Service Request is placed In Queue

All Support Reps assigned to the Queue

A Service Request was Passed Directed to a Support Rep

Support Rep to which the Request was assigned

A Service Request was Updated by another Support Rep in "Update All" mode, or by an end user who opened the request

If a Request is In Service - designated Support Rep

If Request is In Queue - all Reps assigned to the Queue

If a Request is In Dispatch - all Dispatchers

Service Request is Not Closed when its due date arrives

If a Request is In Service - designated Support Rep

If a Request is In Dispatch - all Dispatchers

Service Request is Resumed when its scheduled date arrives

If a Request is In Service - designated Support Rep

If a Request is In Queue - all Reps assigned to the Queue

Service Request is Suspended

No Alert is Generated

Service Request is Closed

End user who initiated the Request

Service Request is Auto-Escalated

If Request is In Service - currently designated Support Rep

If Request is In Queue - all Reps assigned to the Queue

Request is designated as Waiting for Response

End user who initiated the Request

Note that alerts can also be triggered by Business Rules and Projects.  See Rule Designer - Alarm Notifications and Project Template Designer for more information.

 

Tip: The Alerts window can automatically open whenever you login to HelpSTAR.  This option is available in My User Options.

 

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See Also:

HelpSTAR Messages

Overdue Requests

Rule Designer - Alarm Notifications

Reminders