An important aid to timely and smooth processing of the
defect tracking process is automatic notification of
events. Standard Internet email is the most widely accepted form of notification.
There are several events that could trigger notification:
- Adding a record
- Editing a record
- Deleting a record
- Performing the Task operation on a record
- Change of record state
- Change of assignment
For each of these events, a set of users may be affected.
When a record is added, the following users may be
interested:
- The user who is currently assigned to the record
- The user who reported the record
- The manager assigned to the state of the record when it is added
- User Groups within your database
When an edit or task operation is performed on a record, the
following users may be interested:
- The user who is currently assigned to the record
- The individual assigned to the record if the Assigned To field is
changed during the Edit / Task operation.
- The individual who was the previous assignee if the Assigned To
field is changed during the Edit / Task operation.
- The individual who reported the record.
- The manager assigned to the process state of the record when
the Edit / Task operation is performed.
- The manager assigned to the new process state of the record if
the State field is changed during the Edit / Task operation.
- The manager assigned to the previous process state of the record
if the State field is changed during the Edit / Task operation.
- User Groups within your database
When a record is deleted, the following users may be interested:
- The individual who is currently assigned to the record.
- The individual who reported the record.
- The manager assigned to the process state of the record when it is deleted.
- User Groups within your database
On a change of record state, the following users may be interested:
- The individual who is currently assigned to the record.
- The individual who reported the record.
- The manager assigned to the new process state.
- The manager assigned to the original process state.
- User Groups within your database
On a change of record assignment, the following users may be interested:
- The individual the record is being assigned to.
- The individual the record was assigned to before the change of assignment.
- The individual who reported the record.
- The manager assigned to the current process state of the record.
- User Groups within your database
Unregistered Users
Tracker can be configured to send email notification
messages to unregistered users who submit records via the
Submit Page or via
Email. Details about
configuring notifications for unregistered users can be found in
the General
Preferences section.
Determining which users and under what events
notification should occur is really a trial-and-error
process determined by the personal working habits
and preferences of users of the system. The issue should
be discussed and tested with the
users in your organization until consensus
is reached on the desired behavior.
Notification Rules are configured for each workflow and can be set differently
based on each option menu item in a pulldown if desired.
Details on setting your email notification rules can be found in the
Workflows
Help section.
Alerts
The Alerts feature is another means of generating email
notifications. Alerts are notifications that can be triggered
relative to a date field in a record or based on a lack of change of status.
Alerts can be set differently for each individual record if desired. Alerts
can also be set based on:
- The form that was used to submit the record
- Which item was selected in a particular pulldown
- The transition used to process the record
Alerts can be set to notify the following users:
- The user who is currently assigned to the record
- The user who reported the record
- The manager assigned to the state of the record when it is added
- Other Users or User Groups within your database
Information about customizing Alerts can be found in the
Alerts Help section.
Discussion
The Discussion feature is a message board or news group feature
where your users can have conversations related to a record.
These conversations can happen in parallel to the record
moving through a workflow. Notification messages can be
sent for the following actions:
- Users or user groups can be invited to participate in a discussion via
an email notification
- Users can subscribe to discussion threads so that they receive
an email notification when a new message is posted to a thread
More detail about Discussion notifications can be found in the
Discussion section.
The next section provides more information about Security.
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