Alerts

Quotes, orders, and line items progress in phases according to a predefined schedule. Alerts monitor the progress of these phases and take action when approvals are overdue. For example, the late notice alert notifies a designated management group that a quote line item(s) is overdue for approval, and updates the alert status to include late notice.

The user can define any number of standard or customized alerts for any phase; control who is notified for each alert; and control the naming convention used for the alert itself.

Alerts support several functions within the system.

Function	Description
Alert Messaging	Alerts trigger events. The event manager generates messages to certain designated recipients as a result of an alert. The messages update the original request.
Batch Scheduling	All alerts associated with a phase are scheduled at once when the phase opens.

Alert processing

There are two primary files used in alert processing.

File Name	Description
Alert Definition (AlertDef)	Used by all phases to define the basic alert information for each named alert and and all general alert definitions (static file)
Current Alerts (Alerts)	Tracks the alerts created for each phase (active alert file)

Alert definitions

Quotes, orders, and line items progress in phases according to a predefined schedule. Alerts monitor the progress of these phases and take action when approvals are overdue. The Alert Definition is a static file that defines the basic alert information for each named alert and all general alert definitions.

View an alert definition record

To view alert definition records for use in the Change Management, Problem Management, Request Management, or Service Level Management applications, follow these steps:

1. Select one of the following paths:

   • Change Management: Click Change Management > Maintenance > Alerts.
   • Problem Management: Click Problem Management > Administration > Alert Definitions.
   • Request Management: Click Request Management > Maintenance > Supporting Files > Alert Definitions.
   • Service Level Management: Click Service Level Management > Configuration > Alert Definitions.
2. Type or select optional search criteria.
3. Click Search.
4. Click any record in the list to view the alert details.

5. You can add to or change information in the form.

   Tip If necessary, press Ctrl+H in the Windows client or press F1 in the web client for each field.

6. If you make changes, click Save.

Alert log file

Quotes, orders, and line items progress in phases according to a predefined schedule. Alerts monitor the progress of these phases and take action when approvals are overdue. The Alert log is a file that lists currently scheduled and active alerts.

Access the alert log file

Quotes, orders, and line items progress in phases according to a predefined schedule. Alerts monitor the progress of these phases and take action when approvals are overdue.

To access the alert log file:

1. Click Request Management > Maintenance > Supporting Files > Alert Logs. A blank search alert log form opens.

2. Add optional search criteria, and then click Search.

   A list of all current alert log records opens.

3. Click a record in the list to access the record.

Access the alert log when viewing a quote, line item, or order record

The alert log is a file that lists currently scheduled and active alerts.

To access the alert log when viewing a quote, line item, or order record:

1. Click one of the following:
   • Request Management > Quotes > Quote Queue
   • Request Management > Line Items > Line Item Queue
   • Request Management > Orders > Order Queue
2. Click Search in the request queue form.
3. Add optional search criteria, and then click Search to generate a list of all current records.
4. Select a record in the list that you want to view.
5. Click More or the More Actions icon, and then choose Logs > Alert Log to view the currently scheduled and active alerts.

Access phase definition alert controls

User roles: Request Coordinator, Request Administrator, System Administrator

You can access phase definition alert controls in Request Management for quotes, line items, or orders.

To access phase definition alert controls for quotes, line items, or orders:

1. Click one of the following:
   • Request Management > Quotes > Quote Phases
   • Request Management > Line Items > Line Item Phases
   • Request Management > Orders > Order Phases

2. Add optional search criteria, and then click Search.

   A list of phase records opens.

3. Click a phase name to open it in the form.
4. Click the Alerts tab. The phase record specifies certain alert controls. Alert controls on the phase record form include the following:
   
   

   Control	Description
   Reset	Sets the status of all current alert records associated with the current quote or order to inactive and marks the last action field as reset. Then it schedules a calculate alert record to recalculate the item’s alerts and restart the alerts process.
   Reeval	Retrieves each Alert associated with the quote or order and performs the following processing. If current alert status is active, Service Manager reevaluates the alert condition and updates the alert to reflect the correct status. If the alert status is not active, Service Manager reevaluates the alert condition. If this condition is true, Service Manager: 1. Sets the status to Scheduled. 2. Sets the last action to Recalc. 3. Sets the action time to the current date/time. 4. Reevaluates the Schedule Condition. If this condition is true, Service Manager recalculates the Alert Time and updates the status to Scheduled. If this condition is false, Service Manager sets the status to Not Required.

 

Related topics

Events and messages
Environment records
Alerts, events, and messages
Notifications and alerts
Pre-implementation planning