Alert Center Guide
General Overview:
Alert Center will allow users to receive notification for Service Management, Ordering and Billing records.
Users can also select to customize notifications for specific accounts and/or enterprises.
Access to Alert Center
Upon successful login to Control Center a user with correct permissions will see an Alert Center option on the
Mega Menu and the side left menu. The user will also see the Alert Center widget. The widget can be empty if
no records are available.
Available Notification Categories, Delivery Methods and Types:
Below is a high-level overview of available categories, delivery methods and notification types:
Notification Categories: There are three categories Service Management, Ordering and Billing.
Notification Delivery Methods: There are three available delivery methods: Alert Center, Email and Text.
Notification Types: each category has specific types (events) that will be notified on.
1.
Service Management: Will notify on New Ticket Created, Update to Work Log Note, Ticket Status Change.
2.
Billing: Will notify on Paperless Bill Available, Paper Bill Available, Payment Posted, Payment Failure and Billing Ticket Status
Change.
3.
Order Status: notifications will be sent out when orders changes status. Not all statuses will be notified on only the
following ones: Create Order, In Progress and Completed.
User Permissions:
Access to Alert Center and available functions are based on user entitlements, defined below are the required permissions required
by Notification Type:
1. Service Management: Repair admin or advanced with one or more product permission. Notifications can be configured at
the Account and/or Service ID level. Example below shows Service Management notifications; these will appear after they
have been customized.
2.
Billing: Billing admin or advanced with one or more assigned account. Notifications can be set at the Invoice Group and/or
Account level. Example below shows Billing notifications; these will appear after they have been customized.
Ordering: Ordering admin or advanced with one or more product permissions. Notifications can be set at the account and/or service
level. Example below shows Ordering notifications before they have been customized; the high-lighted message will appear.
How to Access Alert Center Options
There are three options under the Alert Center menu(s):
Alerts & Notifications: This option will navigate users to Alerts & Notification page which will allow users to see existing
notifications.
Notification Settings: This option will navigate users to the Notifications Settings page which will allow users
to enable or disable notifications.
Customization Notifications: This option will navigate users to the Customization Notifications page which will
allow users to customized notifications using additional functions such as advanced search.
Each page is further defined in the next section.
Alerts & Notifications Page:
When the page loads the system will display the latest 10 records. User can select to get 10 more by selecting the “Get
More button” or select all available records by selection the ”Get All button”.
Search Function:
The search function allows users to search for specific records. Searches can be done by Category, Type or Date/Time.
Category: allows users to select Service Management, Billing or Order.
Type: allows users to enter a search criteria.
Date/Time: allows users to enter by entering a From, To date and times. A calendar pop-up will display allowing users
to make selections.
Viewing Records: available records will display as links if a users selects one record the system will display the record
in a pop-up.
Notification Settings Page
The Notifications Settings page can be accessed from Landing Page or by clicking the link on Alerts Center Page. The user
will only see the alert categories they have permissions for (i.e Service Management, Billing and Ordering. The screen
below shows a user that has Billing and Ordering but not Service Management permissions.
Turing Notifications On or Off:
By default notifications are set to off.
To activate notifications the user needs to set Notification Type to “On”, the system will execute three functions:
1. Activate the Category.
2. Set Email delivery as default.
3. Set “Receive Notifications for all Accounts & Service IDs as default.
User selects “on”:
The first time a user turns a notification on the system will auto-set email as the notification delivery type. The system
will also set “Receive Notifications for all Accounts” as the default.
Note: User can select the option “Receive Notifications for Specified Accounts”, the system will display a Customize
Notifications buttons. This function is further defined in the next section “Customize Notifications”.
User selects “off”:
If user selects to turn notifications off the system will remove all configurations selected up to that point. It is important
to note that the system does not retain previous customization so user would have to re-set every configuration. The
system displays a confirmation message to the user.
Add additional notification types:
To add additional delivery methods the user needs to select the method, the system will auto-save as shown below:
Customizing Notifications Page:
The Customizing Notifications page can be accessed from Landing Page, by clicking the link on Alerts Center Page or by
selecting the Customize Notification button on the Notifications Settings page.
Customizing Notifications:
The system will display a search option the user can select the category from the dropdown, system will refresh the Type
options based on this selection. It is important to note that Service Management and Ordering have similar column
headers and functions. The Billing category has different column headers and functions.
Example Service Management and Ordering:
Example Billing:
1. Select a type and click Go
2. System will display currently configured alerts for the selection specified and all supported functions presented
below:
3. A search function that will allow the user to search on specific attributes such as Account, Account Name and
Account Type. Note the search criteria are different for each category (Service Management, Billing and
Ordering).
4.
5.
6.
7.
8.
9.
10.
11.
Download all function that allows the user to download all the configured alerts shown in the result table.
The results table shows current specified Accounts and Service IDs.
The Add More Notification buttons allow user to add configure more Accounts and/or Service Ids to alert on.
The Get More button allows the user to view more results, by default the system will display up to 100 results.
The Get All function retrieves and displays all available records.
The Check-All button allows the user to select all checkboxes. The Un-check all removes all selected checkboxes.
The Cancel buttons allows users to undo any changes.
The Remove Selected button allows a user to remove a selected Account and/or Service IDs.
Adding additional Accounts and/or Service ID’s:
Once the system has returned results for requested search the user can select to add Accounts and/or Service ID’s.
For Service Management and Orders the system will allow the user to add additional Accounts and/or Service IDs’ in two
ways:
1. By selecting the Account, the system will auto select all related Service ID’s.
2. By selecting individual Service IDs.
For Billing the system will allow the user to add Accounts by selecting individual accounts:
Frequently Asked Questions:
1. Can an internal admin role use the “login-as” change or modify notification preferences for users:
Best practice should direct end users to change or modify their own notification preferences via Control Center.
2. Are there specific permissions needed to change or modify notifications?
Monitoring and Alerting functions utilize existing permissions (Ordering, Billing and Repair) to identify the alert types
visible by the user. Below are the roles that have Monitoring and Alerting access:
Service Management: Repair admin or advanced with one or more product permission.
Billing: Billing admin or advanced with one or more assigned account
Ordering: Ordering admin or advanced with one or more product permissions.
3. What will Control Center display if there are no records available?
The screen shot below shows the Monitoring and Alerting widget on the landing page, there are several scenarios in
which this widget can display with no records.
1. The user has the option of removing the widget by clicking the “x”.
2. To add it back the user can use the Customize function.
4. How long records are available?
Notifications shall be archived for 3 months = 92 calendar days from issued date.
5. Is this available for all product types\accounts or just specific types?
Yes, but note that there is a potential for not showing all bill payment and failure notifications for local services.
6. For repair is this for PNCO contacts or for user generated?
New functions are in addition to existing functions.
7. Under billing there is a "Paper Bill Available". Does this mean that the customer will receive an email when the bill
has shipped?
Yes, it’s bill cut date.
8. If so where can the helpdesk go to check the status?
Customer can request another copy if they need to.
9. Will alert Center import existing contacts?
No.
10. Does Monitoring and Alerting support DR-Transport tickets?
Yes.
Error messages: