Skip to main content
Kinetic Community

Notifications Tab

Sending Notifications and Reminders to Customers

Using Notifications

From the Notifications tab of the Service Catalog Console, you can create escalations that will notify people or groups after a survey submission. 

The most common example is notifying a manager when a surveys results are outside certain parameters.

From the Notifications Tab you can also create reminders.  Reminders are emails sent to request invitees who have not yet filled out their Survey.  For instance, when a survey has been sent you can remind the customer after a specified number of days that a survey is incomplete.

Example of a blank Notifications Tab:

notification tab basic.JPG

Adding Escalations

An escalation is an email that is sent (using the Remedy email engine) when a Survey is completed.

1.         Click the Add button adjacent the Escalations fields and the Notification dialog displays. 

escalation sample.JPG

2.         Enter a Notification Name.

3.         Click Trigger on Validation Status change if you want this notification to be triggered when the validation status changes. 

Normally only used for Kinetic Request

4.         Select Standard or Dynamic from the drop-down list for the Notification Type field.

Dynamic Notifications determine the recipient of the message at Survey submission time. You configure where to get the email address by selecting a question or attribute, that will hold the address.

Standard Notifications are notifications when the email address is static and will not change.

5.         Make a selection from the drop-down list for Send Email To. If NotificationType is static enter the e-mail address of the person to be notified. If Notification Type is dynamic select the appropriate question or field from its related form from the drop-down menu.

6.         Select a Message Template from the drop down menu.  This is the format of the email that will go out to the person receiving the notification.  You can also select the buttons to create a new template or view the one selected. See the section on creating Message Templates for more specifics.

NOTE:  Qualifications using fields from your request (either Base information or answers will appear as <FLD>MenuLabel;ANSWER or BASE</FLD>

Answers to questions are held in character fields in your AR System.  Therefore, you cannot create a qualification such as ‘Answer1’< 10. 

If you want to do a notification using a qualifier like this, you can do so using the Notifications tab on an individual question.

7.       Choose either “Always” or “When” from the Send drop-down

  • “Always” will send your escalation everytime a request is submitted, or anytime a completed request is updated.
  • “When” will un-hide the Qualification field and button, and let you determine the desired condition.

EXAMPLE: if you only want to send a notification out when a poor score is entered, you might enter a qualification such as 'Score' <70  (score is less than 70 percent).   If you are using validation status for forms processing you might enter a qualification such as ‘ValidationStatus' ="Accepted".

NOTE: To use AR System keywords, such as $NULL$, you must format them with an escape character: $\NULL$

8.         Click the Save button.  The new escalation will appear in the escalations table.

Modifying/Deleting an Escalation

If you want to modify your notification, highlight the notification, click the Modify button and make your changes.

If you want to delete your notification, highlight it and click Delete.

Adding a Reminder

Reminders are used to “remind” request recipients about a request which they have not yet filled out. 

One or more reminders can be created.  Reminders can be linked together to be sent one after another, or completely independent.  You may have reminders for some of your request participants that are set for three days, while another group of participants could be set for seven days.

1.         Click the Add button adjacent the Reminders fields and the Notification dialog displays.

notification reminder example.JPG

2.         Enter a Reminder Name in that field.

3.        Select a Message Template from the drop-down list.  If needed, you can view/modify your selection or create a new template using the buttons next to the drop-down.

4.         Select Hours using the up and down arrows. This is the length of time the survey needs to be completed within, otherwise a reminder is sent to the survey recipient.

5.         Check the Use Business Hours box to access Holiday and Weekday Schedules. 

Note:  Business time is installed by your Administrator.  (Administrator – See the BMC Remedy Documentation for information on setting up schedules within your AR System server. 

6.         To have a reminder fire after another reminder, select the first reminder from the Send after reminder drop-down.

EXAMPLE:  To perform a series of reminders, you must chain them together.  Select a “Send after reminder” from the drop-down list.  This will cause the reminder to be sent only after the previous reminder is sent. 

NOTE:  The days and or hours that are set, are from the “Sent Date” of the request.  So, if you want two reminders sent, one at seven days, and then one three days after the first, you would create two reminders.  The first set for seven days, and the second for 10 days. 

The second reminder would use the “Send after reminder” field and menu to link the two together.

7.         Choose either “Always” or “When” from the Send drop-down

  • “Always” will send your escalation everytime a survey is submitted, or anytime a completed survey is updated.
  • “When” will un-hide the Qualification field and button, and let you set your own qualification.

NOTE:  To use AR System keywords, such as $NULL$, you must format them with an escape character: $\NULL$

8.         Use the Add Fields menu to select questions or other fields (such as score or validation status) to include in your qualification. You do not have to add ‘Status’ = “Sent”, this is added automatically.

9.         Click the Save button. Your reminder will appear in the Reminders table.

Modify/Delete Reminders

If you want to modify your notification, highlight the reminder, click the Modify button and make your changes.

If you want to delete your reminder, highlight it and click the Delete button.