Alerts

Overview

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

For example:

Whenever a Service Request or Purchase Request is dispatched to a shared (public) Queue Folder, all support reps assigned to that queue receive an alert notifying them of the new request.

When a users requests are closed.

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:

Delete: Remove a highlighted alert.

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.

Below: View Alerts Detail below the Alerts List.

Right: View the Alerts Detail in a panel to the right-hand side of the Alerts List.

Grid Only: View only the Alerts List.

Recent Updates First: View most recent updates of the request in the preview pane.

Chronological Order: View updates to a request in the order in which they were inserted.

Default Settings:

Set Current View as Default: Make a customized view the default view for the Alerts window.

Restore System Defaults: Set the default view to the original system view.

Request Tab:

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

Insert

Memo: Insert a memo into a request.

Attach File: Add an attachment.

Rating: Provide an Approval Rating for this request. This option will only be available when a closed request is selected.

Change Property

Title: Modify the title of a request.
Requester: Change the user requesting support.
Request Type: Select a different request type if other types have been created using User Defined Fields.
Category: Modify the category of this request.
Item: Select an asset that this request has been logged about.

Move To

Queue Folder: Forward this request to a Queue folder.

My Service: Move this request to your In Service folder.

Another Rep’s Service: Move this request to another Support Rep’s In Service Folder.

Dispatch: Move this request to Dispatch.

Close: Close the request in view.

Schedule

Begin Work: Specify when this request should be addressed.

Due By: Set a Due Date for this request.

Reminder: Set a reminder for a future date or time. For more information please see Reminders.

Set Importance

Urgency: View the urgency of a request as set by the requester.

Priority: Set the internal priority of this request.

Edit Memo

Edit Memo: Edit text, time code information or time worked for existing memos in this request. For more information please see Edit Memos.

Automatic Email Updates

Updates: Turn email updates on or off for this request.

To: Select the recipients of the email update.

Content: Specify whether to send the request history or the current memo of the request.

For more information please see Automatic Email Updates.

Communication

Send Email: Send an email from the request.

Quick Message: Send a Quick Message as part of a thread from the request.

Recurrence

Recurrence: Set a specified date/time or interval for this request to be created. Recurrence can be used for scheduled tasks or events that occur on a regular basis.

Lookup Tab

Properties

User: View User Properties.

Organizational Unit: View Organizational Unit Properties as well as users in this organizational unit.

Company: View Company Properties as well as users in this company.

History

User: View the User's Request History or the User's Contact History.

Organizational Unit: View the Organizational Unit's Request History or the Organizational Unit's Contact History.

Company: View the Company's Request History or the Company's Contact History.

Search

Request Memo Text: Look for specific text within a request.

Project Memo Text: Look for specific text within the project that this request belongs to. Note that this option will only appear if the request selected is part of a project.

Suggested Solutions: Look in your Knowledge Base for Best Solutions for this request. To learn more please see the Knowledge Management.

Request Database: Look for a specific request using our Advanced Search functionality.

Project Tab

Project

New Child Request: Add a child request to the selected request in view.

Add Folder: Add a folder to organize a group of requests.

Convert To Project: Convert the selected request using a previously defined Project Template. Note that this button will only appear if the request does not have a parent request or is a child request of a project.

Merge with Request/Project: Merge the current request with a project.

Remove From Project: Remove the selected request for an existing project. Note that this option will only appear if the request selected is part of a project.

Support Reps Tab

Support Reps

New: Create a New Support Rep. The Authorize privilege is required for this option.

Properties: View properties for the selected Support Rep.

Find: Search for a specific Support Rep.

De-Activate: Remove the selected Support Rep from active 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:

Transaction Tab: Here you will find a listing of the memos showing all of the activity for the selected request.

Properties Tab: This section shows you all the general information about the request depending on the properties selected in display properties on the Alerts View tab.

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.

See Also:

HelpSTAR Messages

Overdue Requests

Rule Designer - Alarm Notifications

Reminders