NetResults Tracker
Email Notification Message Types

Email notification messages can be generated automatically by Tracker triggered by the actions performed on a record. Notification messages can also be triggered by the use of the Alerts and Discussion features. Each of the features above generates a notification message with a unique structure. Common to all message types is the inclusion of hyperlinks to take the user receiving the message to the workgroup, record, or discussion thread specified in the message. The hyperlink is created based on the configuration set for the workgroup in the Workgroup Management System. The structure of each message type is described below.

Email Notification Messages based on Email Rules

Email Rules can be set for a workflow or set based on each option menu item in a pulldown. Email Rules can be set to send an email message when an operation is performed on a record (such as adding, deleting, editing, or tasking a record) or when the record's status or assignment has changed. The body of a Tracker email notification message is divided into seven sections which you can configure. Listed from the top (first line of email body) to the bottom, they are as follows:

  1. Greeting - the first line of the email, e.g. "Hello Sue Smith,". The Greeting is part of the Email Common Content configured for each form in Tracker.
  2. Introduction - a few lines to introduce the email, e.g. a sentence or two to let the user know this is an automated response from Tracker. The Introduction is part of the Email Common Content configured for each form in Tracker.
  3. Operation Description - a few lines to describe why this email notification is being sent, e.g. this issue has been assigned to you (the recipient of the email). The Operation Description can be configured in each Email Rule.
  4. Link - link (URL) to the record in Tracker (when browsing to the link, record is displayed after you enter your login information). The hyperlink is created based on the configuration set for the workgroup in the Workgroup Management System
  5. History Comment - the History Comment that was entered by the user who triggered the email, e.g. comment they entered when using the Edit operation to update a record.
  6. Fields - the fields within the record referenced by the email notification. The fields included in the notification message can be limited by user group within a field's visibility options.
  7. Signature - the last section of the email, typically used for the signature at the bottom of the email (contact information). The Signature is part of the Email Common Content configured for each form in Tracker.
The Email Common Content can be configured differently for each form in Tracker or can be configured based on each option menu item in a particular pulldown (for example, the Email Common Content can be different for each product or each priority level). The Subject line of the email as well as the Operation Description part of the email body can be configured per email notification rule. Email Rules can also be configured per form or based on each option menu item in a particular pulldown. Each form or option menu item in a pulldown can have its own unique set of conditions (defined by the email rules) which trigger email notifications. User Group membership (privileges) of the recipient can be used to determine which parts of the email are sent. And, each recipient's personal preferences are used to customize the content of the email they receive. For example, Date/Time fields will be formatted according to the recipient's time zone and date and time format preferences.

Email notification messages are of the form shown in the example below. This example is a message sent to a user who has been assigned to a record:

The fields that are included in the email notification messages can be customized. Whether a particular field is displayed in the email message is determined by the Field Visibility settings for that field. Field Visibility can be customized for each fields in the Managing Fields section.

Alerts Notification Messages

The Alerts feature can be configured to send an email notification message about a record at a particular date and time as shown in the example below Each message includes a link to the record that generated the alert, information about how long a record has been its current state, when the next alert will be sent, additional information from the alerts settings for the record, and fields from the record:

The fields that are included in the message can be customized. Whether a particular field is displayed in the email message is determined by the Field Visibility settings for that field. Field Visibility can be customized for each field in the Managing Fields section of the Administration page.

Discussion Notification Messages

The Discussion feature can be configured to send an email notification message to invite a user or group to participate in a discussion for a record or to notify a user that a new post has been added to a discussion. The sample messages below have the subject (name) of the discussion thread, the record number where the thread is located, and a link to the thread:

Sample 1 - Invitation to participate in a new discussion

Sample 2 - New post to a discussion in which the user is subscribed