Alerts Server

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Commit Email Connector

The Commit Alerts Server notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.

Using Commit Alerts helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that Commit Alerts runs as a part of the Commit Server, so the Server must be installed and running in order to use the Commit Alerts.

Using Commit Alerts Server

Commit Alerts are sent when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more.

Each user can defined their Alerts settings and decide in which cases they wish to receive Alerts. The ability to set up Alerts is determined by the role of the user in each case. Possible roles are: Account Manager, Ticket Manager, Appointment Manager, Task Manager and Receive Alerts for any Opened/Closed Ticket.

For each role you hold, you can decide whether you wish to receive Alerts for events related to every role or not. For example, if you select Account Manager Alerts, this means that when you are the Account Manager of an Account, you will receive Alerts for events which are related to this Account. Note that this includes related data Alerts, such as new Charges added to this Account, new Contracts created for this Account, etc.

Note that when you are the Account Manager and Ticket manager of a Ticket, you will receive a single Alert for all events which relate to this Ticket. You will receive the Alerts through your role as the Ticket Manager (Account Manager Alerts are eliminated to avoid duplicate Alerts).

Note: You will not receive Alerts for changes you have made.

The Commit Alerts Server setup includes Server Side setup and User Setup. Following is the user setting description.

Commit Alerts User Settings

In order to receive Alerts, each user should open the Tools > Options > Alerts window and define their own Alerts settings. The following window will appear:

File:Commit email alerts user settings.gif

In this window you should define your Alert settings as follows:

My Alert Status - You should use the ON setting (which is the default settings) when you wish to activate the Alerts mechanism for yourself. Note that only if you activate the Alerts setup below, you will be receiving alerts.

Alerts will be Sent to the Following Email Address - Here you define which of your Email addresses defined in your Employee Record in Commit will be used when sending the Alerts to you. You can define Email1, Email2 or Both.

Account Manager Alerts
The Account Manager of a specific Account is set by assigning an Account to a specific employee in the Account's "Acct Mgr." field.

The Account Manager can receive Alerts or any event in the system which relates to this Account, even when the specific event is not directly related to them, such as a new Appointment scheduled for a different employee that is linked to the Account.

Events which trigger Alerts for Account Managers:

1. Account assigned to you
2. Account Deleted
3. Account Updated - Name, Phone number, Address, etc.
4. Account related data updated - Tickets, Charges, Documents, Appointments, Tasks, Assets, Contracts

Ticket Manager Alerts
The Ticket Manager is set in the Ticket's "Manager" field. The Ticket Manager may be the assigned technician who is going to perform the actual work for this Ticket, or a manager who overseas the Ticket's completion, and assigns Tasks and Appointments to other employees.

The Ticket Manager can receive Alerts for any event in the system which relates to this Ticket, even when the specific event is not directly related to them (such as a new appointment scheduled that is linked to the Ticket that is assigned to a different employee).

Events which trigger Alerts for Ticket Managers:

1. Ticket is assigned to you
2. Ticket Deleted
3. Ticket Updated - Due Date, Status, Priority, Contract, etc.
4. Ticket related data updated - Charges, Documents, Appointments, Tasks, Assets

Note that when you are the Account Manager and the Ticket manager of a Ticket, you will receive a single alert for all events which relate to this Ticket. The Alerts will be received as the Ticket Manager (Account manager alerts are eliminated in this case to avoid duplicate alerts).

Tickets - Opened, Tickets - Closed
This is a special role that allows you to receive Alerts when ANY Ticket in the system is opened or closed. If you have this role, you do not need to be the actual manager of a Ticket or Account, or related to them in any way, in order to receive updates for it.

This is useful for employees who need to be aware of all new/closed Ticket activity. For example:

1. The "office dispatcher/helpdesk manager" needs to be aware of any new Tickets created in the system in order to dispatch them to the relevant technician.
2. The "office financing person/admin" needs to be aware of any Tickets that have closed and need to be billed to the customer.

These Alerts are sent for the following events:

1. Ticket - New
2. Ticket – Closed

Calendar - Appointment
An Appointment Manager is the Employee assigned to the Appointment in the "Emp." field of the Appointment. Only one Employee may be assigned to each Appointment.

The Appointment Owner can receive Alerts for any event related to the Appointment:

1. New Appointment assigned/unassigned to you
2. Appointment Updated - Date, Time, Linked Account, Linked Contracts, etc.
3. Appointment Completed
4. Appointment Deleted

Calendar - Tasks
A Task Manager is the Employee assigned to the Task in the "Emp." field of the Task. Only one Employee may be assigned to each Task.

The Task Owner can receive Alerts for any event related to the Task:

1. New Task assigned/unassigned to you
2. Task Updated - Date, Timer, Linked Account, Linked Contract, etc.
3. Task Done

Important Notes:

1. You will not receive an email Alert for changes you have made.
2. User Alert setup may take some time to take effect in the Commit Server. In order for it to take effect immediately, you should restart the Commit Server Service.

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