NetResults ProblemTracker
Alerts (Enterprise Edition Only)

Overview

Note: This feature is only available in ProblemTracker Enterprise Edition.

Alerts are a form of email notification messages that can be triggered by a lack of change in a record's state within a certain time period. For example, a problem record should not stay within a particular state for longer than 2 days. An alert can be sent if the record is still within the same state after a period of 2 days has passed. Alerts can also be used to remind a user about a record at a later date and time.

Alerts can be configured per record. Each record can have different alert settings including when, how, how often, and to whom the alerts should be sent.

When specifying when to send an alert either for a given record or a transition, a fixed date and time can be entered or a date and time based on a date field within the record can be used. In addition, alerts can be sent once or configured to repeat periodically. Any combination of users and / or user groups can receive alerts for a particular record.



Setting Alerts during the Add Operation

Depending on the product you selected, you may have the option to set an alert for the record you are creating. If you are allowed to set an alert for the record, the box "Set Alert" will appear at the bottom of the Add form. Check the box if you wish to set an alert for the record. After clicking the "Add" or "Add & Copy" button, the Alert settings will be displayed as shown below.

These alert settings will be in effect for the newly added record until the state is changed either via the Task or Edit operations or if the alert settings are changed in the Edit Alerts section.

Configuring Alert Settings during Task Operation

When the task operation is performed on a record, the user may be prompted to configure alert settings as shown below.

These alert settings will be in effect for the record until the state is changed either via the Task or Edit operations or if the alert settings are changed in the Edit Alerts section.


Editing Alert Settings

A user can edit the alert settings for a record if they have the required privileges. A user can edit the alert settings for a record by clicking on the Edit icon in the top button bar and entering a record number or by clicking on the Edit icon next to a record number in a report on the Query or Home page. Clicking on the Edit Alerts button will display the following alert settings for the record: