A question about workflow and notification of work completed.

[Brian Kelley]

In our organization we have account managers that manage the projects and also customer relations for accounts, but have technicians that manage tickets for a project or issue. The problem is that we need to have the techs receive alerts when events like new tickets or problems arise. However we need to have notifications go out to the account managers when milestones are reached on the account. Example. in a server install several techs are responsible for installation and configuration of the equipment/software but the account manger oversees the overall workflow of the project and needs to schedule a pre closing meeting with the customer to make sure objectives were met and followed thru. We also need to have reoccurring workflow notifications like quarterly status meeting with clients, monthly reports, and many others not necessarily associated with a predefined time period. How can we handle this inCommitCRM?

[Support Team]

Re: A question about workflow and notification of work completed.

Hi Brian,

Using RangerMSP's Alerts Server, you can define the alerts in various levels. For example, when you are an account manager (i.e. you are assigned as the "Acct Mgr" of the account in the Account's general tab), you can set up the alerts to send you notifications for any changes made on any object related to this account. So, as the account manager, you will be alerted on any new ticket, appointment, task, etc. which is added to the account even if you are not the one assigned for the ticket. Any updates to these objects will also send email notification to you as the account manager. This way, you can oversee all the activity for this account at all times without being assigned to all the tasks that should be handled for this account.

The technicians themselves will receive email alerts for any new tickets, appointment, tasks, etc. which are assigned to them, so they will not miss any jobs related to the project.

As for work flow notifications (as you mentioned, for quarterly status meetings, monthly reports, etc.), you can create recurring tasks or appointments for each of these items, and set a reminder for the task or appointment. This will pop up a reminder window at the time you set it to. If the managers wish to be reminded as well, you can copy the task or appointment to their own calendars as well (each reminder pops up for the assigned employee).

BTW, we generally recommend on using RangerMSP Contracts in order to manage projects and track all of the activity for the project under the contract's tabs. This helps you track open tasks and tickets for this project, generate reports and filter them only for this contract, etc. This way you can easily see the current status of the project. You can read more about managing projects here.

I hope this provides a clearer picture.

Sherry