Alerts to Customers - Revision history

Dina at 07:47, 8 July 2020

2020-07-08T07:47:57Z

← Older revision		Revision as of 07:47, 8 July 2020
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	=Introduction=		=Introduction=
	Starting with ~~CommitCRM~~ 5.3, [[Alerts Server\|~~CommitCRM~~ Alerts Server]] provides the option to send email alerts to customers.		Starting with RangerMSP 5.3, [[Alerts Server\|RangerMSP Alerts Server]] provides the option to send email alerts to customers.
	<br><br>		<br><br>
	The Alerts to Customers feature sends automatic email alerts to customers when:		The Alerts to Customers feature sends automatic email alerts to customers when:
	* A new ticket is created		* A new ticket is created
	* A ticket is closed		* A ticket is closed
	* Ticket status is changed (starting with ~~CommitCRM~~ 11)		* Ticket status is changed (starting with RangerMSP 11)

	<br>		<br>
	Alerts are sent via the [[Alerts Server\|~~CommitCRM~~ Alerts Server]], to all [[Ticket_Management#Ticket_Recipients\|External Recipients]] defined for the Ticket in the '''Email Recipients tab'''.		Alerts are sent via the [[Alerts Server\|RangerMSP Alerts Server]], to all [[Ticket_Management#Ticket_Recipients\|External Recipients]] defined for the Ticket in the '''Email Recipients tab'''.
	External Recipients are defined per Ticket and contain the email addresses of the parties that should be notified whenever there is email correspondence concerning the Ticket. The email addresses may belong to existing Accounts in the database, or they can be email addresses that do not currently exist in an Account. See more details in [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]].		External Recipients are defined per Ticket and contain the email addresses of the parties that should be notified whenever there is email correspondence concerning the Ticket. The email addresses may belong to existing Accounts in the database, or they can be email addresses that do not currently exist in an Account. See more details in [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]].

	New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via ~~CommitCRM~~ API. See more details in [[#New Ticket Alerts Special Cases\|New Ticket Alerts Special Cases]].		New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via RangerMSP API. See more details in [[#New Ticket Alerts Special Cases\|New Ticket Alerts Special Cases]].

	Ticket Status change Alerts are sent when the Ticket enters one of the selected status.		Ticket Status change Alerts are sent when the Ticket enters one of the selected status.
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	=New Ticket Alerts Special Cases=		=New Ticket Alerts Special Cases=
	New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via ~~CommitCRM~~ API.		New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via RangerMSP API.

	New Tickets will not trigger an email alert to the customer when:		New Tickets will not trigger an email alert to the customer when:
	# You manually change a Ticket's status to New. <br>''Note: Only when a new Ticket is actually created in the database an alert is sent.''<br>		# You manually change a Ticket's status to New. <br>''Note: Only when a new Ticket is actually created in the database an alert is sent.''<br>
	# Tickets are created by customers via ~~CommitCRM~~ Email Connector's Email-to-Ticket feature. <br>''Note: In this case the customer will be notified about the new Ticket by the automatic-response sent by ~~CommitCRM~~ Email Connector if enabled. See more details in [[Email_Connector\|~~CommitCRM~~ Email Connector]].''<br>		# Tickets are created by customers via RangerMSP Email Connector's Email-to-Ticket feature. <br>''Note: In this case the customer will be notified about the new Ticket by the automatic-response sent by RangerMSP Email Connector if enabled. See more details in [[Email_Connector\|RangerMSP Email Connector]].''<br>
	# Tickets are created via ~~CommitCRM~~ Email Connector using automated emails (i.e. formatted emails which are usually sent by external applications) do not trigger an email alert to the customer. See more details about automated emails in [[Email_Connector#Automated_Emails\|Automated Emails]].<br>		# Tickets are created via RangerMSP Email Connector using automated emails (i.e. formatted emails which are usually sent by external applications) do not trigger an email alert to the customer. See more details about automated emails in [[Email_Connector#Automated_Emails\|Automated Emails]].<br>
	# Tickets are created by customers via ~~CommitCRM~~ Web Interface.		# Tickets are created by customers via RangerMSP Web Interface.

	<br>		<br>
	=Alerts to Customers Settings=		=Alerts to Customers Settings=
	Enabling Alerts to Customers requires [[Alerts Server\|~~CommitCRM~~ Alerts Server]] activation. See more details in [[Alerts Server\|~~CommitCRM~~ Alerts Server]].		Enabling Alerts to Customers requires [[Alerts Server\|RangerMSP Alerts Server]] activation. See more details in [[Alerts Server\|RangerMSP Alerts Server]].

	Once ~~CommitCRM~~ Alerts Server is activated, the Alerts to Customers settings should be enabled and configured in the Alerts to Customers options window from Tools > Options > Alerts to Customers:		Once RangerMSP Alerts Server is activated, the Alerts to Customers settings should be enabled and configured in the Alerts to Customers options window from Tools > Options > Alerts to Customers:
	<br><br>		<br><br>
	[[File:Alerts_to_customers_options.png]]		[[File:Alerts_to_customers_options.png]]
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	'''OFF''' – choosing OFF disables all alerts to customers triggered by the events of new Tickets and closed Tickets.		'''OFF''' – choosing OFF disables all alerts to customers triggered by the events of new Tickets and closed Tickets.
	<br><br>		<br><br>
	'''ON''' – choosing ON enables the Alerts to Customers feature within ~~CommitCRM~~ Alerts Server.		'''ON''' – choosing ON enables the Alerts to Customers feature within RangerMSP Alerts Server.

	When enabled, the following options are available:		When enabled, the following options are available:
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	## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].		## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].
	#'''Web Links''' - Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.		#'''Web Links''' - Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.
	## '''Add Web Links to Email Alerts for accounts with Active Web Users''' - Choosing this options will automatically add links to the Ticket (via ~~CommitCRM~~ Web Interface) to the email alert's body. The Web Link should be included in the email template selected above in order for it to work. <br> ''Note that Web Links feature requires using ~~CommitCRM~~ Web Interface for Customers.''		## '''Add Web Links to Email Alerts for accounts with Active Web Users''' - Choosing this options will automatically add links to the Ticket (via RangerMSP Web Interface) to the email alert's body. The Web Link should be included in the email template selected above in order for it to work. <br> ''Note that Web Links feature requires using RangerMSP Web Interface for Customers.''

	<br>		<br>
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	==RMM Settings==		==RMM Settings==
	The direct integration ~~CommitCRM~~ has with RMM systems means that Tickets are automatically created in ~~CommitCRM~~ based on reports from these RMM systems.		The direct integration RangerMSP has with RMM systems means that Tickets are automatically created in RangerMSP based on reports from these RMM systems.

	By default the system will not alert your customers by email about RMM Tickets that are automatically generated. You can control whether customers will be automatically alerted about the creation, closure or status change of such integrated RMM Tickets.		By default the system will not alert your customers by email about RMM Tickets that are automatically generated. You can control whether customers will be automatically alerted about the creation, closure or status change of such integrated RMM Tickets.

	To configure the ~~CommitCRM~~ Alert Server to send alerts to customers when new RMM tickets are opened, closed or their status changes, click the RMM Settings button in the options window.		To configure the RangerMSP Alert Server to send alerts to customers when new RMM tickets are opened, closed or their status changes, click the RMM Settings button in the options window.

	The following window opens:		The following window opens:
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	[[File:Alerts_to_customers_rmm_options.png]]		[[File:Alerts_to_customers_rmm_options.png]]

	Choose the Alerts you want to send to customers, and save your changes. Restart the ~~CommitCRM~~ RMM Service in order for the changes to take immediate effect.		Choose the Alerts you want to send to customers, and save your changes. Restart the RangerMSP RMM Service in order for the changes to take immediate effect.

	=Disable Alerts To Selected Accounts=		=Disable Alerts To Selected Accounts=
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	#* Stop Alerting This Account about Tickets Status changes.		#* Stop Alerting This Account about Tickets Status changes.
	#* Stop Alerting This Account about Tickets being Closed.		#* Stop Alerting This Account about Tickets being Closed.
	# Change will take effect immediately in ~~CommitCRM~~ Server service.		# Change will take effect immediately in RangerMSP Server service.

	[[File:Disable_alert_to_customer.gif]]		[[File:Disable_alert_to_customer.gif]]

	=See Also=		=See Also=
	* [[Alerts Server\|~~CommitCRM~~ Alerts Server]]		* [[Alerts Server\|RangerMSP Alerts Server]]
	* [[Ticket Management\|Ticket Management]]		* [[Ticket Management\|Ticket Management]]
	* [[Web Interface\|~~CommitCRM~~ Web Interface]]		* [[Web Interface\|RangerMSP Web Interface]]

	[[Category:Setup]]		[[Category:Setup]]
	[[Category:Installation]]		[[Category:Installation]]
	[[Category:User Manuals]]		[[Category:User Manuals]]

Dina at 10:04, 23 June 2016

2016-06-23T10:04:34Z

← Older revision		Revision as of 10:04, 23 June 2016
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	New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via CommitCRM API. See more details in [[#New Ticket Alerts Special Cases\|New Ticket Alerts Special Cases]].		New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via CommitCRM API. See more details in [[#New Ticket Alerts Special Cases\|New Ticket Alerts Special Cases]].

			Ticket Status change Alerts are sent when the Ticket enters one of the selected status.

	Closed Ticket Alerts are sent whenever a Ticket is closed, i.e. the Ticket Status changes to Completed.		Closed Ticket Alerts are sent whenever a Ticket is closed, i.e. the Ticket Status changes to Completed.
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	The system comes with default alert templates which can be found in Settings > Email Templates.		The system comes with default alert templates which can be found in Settings > Email Templates.
	<br>The default template for new Tickets is: "Ticket – Alerts to Customers – New Ticket".		<br>The default template for new Tickets is: "Ticket – Alerts to Customers – New Ticket".
	<br>The default template for Closed Tickets is: "Ticket – Alerts to Customers –Ticket Closed".		<br>The default template for Closed Tickets is: "Ticket - Alerts to Customers - Ticket Status Change".
			<br>The default template for Ticket Status Changes is: "Ticket – Alerts to Customers –Ticket Closed".

	<br>		<br>
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	## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for new tickets.		## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for new tickets.
	## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].		## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].
			# '''Alert about Ticket Status changes''' - Choosing this option will trigger alerts for Ticket Status being changed.
			## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for Ticket Status being changed.
			## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].
			## '''Alert when the Status becomes''' - Select the exact Ticket statuses you want customers to receive an email alert for.
	#'''Alerts About Tickets Being Closed''' - Choosing this option will trigger alerts for Tickets being closed.		#'''Alerts About Tickets Being Closed''' - Choosing this option will trigger alerts for Tickets being closed.
	## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for tickets being closed.		## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for tickets being closed.
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	The direct integration CommitCRM has with RMM systems means that Tickets are automatically created in CommitCRM based on reports from these RMM systems.		The direct integration CommitCRM has with RMM systems means that Tickets are automatically created in CommitCRM based on reports from these RMM systems.

	By default the system will not alert your customers by email about RMM Tickets that are automatically generated. You can control whether customers will be automatically alerted about the creation or ~~closure~~ of such integrated RMM Tickets.		By default the system will not alert your customers by email about RMM Tickets that are automatically generated. You can control whether customers will be automatically alerted about the creation, closure or status change of such integrated RMM Tickets.

	To configure the ~~Commit~~ Alert Server to send alerts to customers when new RMM tickets are opened or ~~closed~~, click the RMM Settings button in the options window.		To configure the CommitCRM Alert Server to send alerts to customers when new RMM tickets are opened, closed or their status changes, click the RMM Settings button in the options window.

	The following window opens:		The following window opens:
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	# Navigate to the specific Account and from Accounts > Email Alerts menu select between:		# Navigate to the specific Account and from Accounts > Email Alerts menu select between:
	#* Stop Alerting This Account about New Tickets		#* Stop Alerting This Account about New Tickets
			#* Stop Alerting This Account about Tickets Status changes.
	#* Stop Alerting This Account about Tickets being Closed.		#* Stop Alerting This Account about Tickets being Closed.
	# Change will take effect immediately in CommitCRM Server service.		# Change will take effect immediately in CommitCRM Server service.

Dina: /* Introduction */

2016-06-23T09:21:37Z

Introduction

← Older revision		Revision as of 09:21, 23 June 2016
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	* A new ticket is created		* A new ticket is created
	* A ticket is closed		* A ticket is closed
			* Ticket status is changed (starting with CommitCRM 11)

	<br>		<br>

Robert at 11:40, 1 September 2013

2013-09-01T11:40:23Z

Sheli: /* Disable Alerts To Selected Accounts */

2012-10-21T10:01:25Z

Disable Alerts To Selected Accounts

← Older revision		Revision as of 10:01, 21 October 2012
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	#* Stop Alerting This Account about New Tickets		#* Stop Alerting This Account about New Tickets
	#* Stop Alerting This Account about Tickets being Closed.		#* Stop Alerting This Account about Tickets being Closed.
	# ~~For the change to~~ take effect immediately~~, restart~~ CommitServer service.		# Change will take effect immediately in CommitServer service.

	[[File:Disable_alert_to_customer.gif]]		[[File:Disable_alert_to_customer.gif]]

Sheli: /* Disable Alerts To Selected Accounts */

2012-10-21T09:57:52Z

Disable Alerts To Selected Accounts

← Older revision		Revision as of 09:57, 21 October 2012
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	# For the change to take effect immediately, restart CommitServer service.		# For the change to take effect immediately, restart CommitServer service.

			[[File:Disable_alert_to_customer.gif]]

	=See Also=		=See Also=

Sheli: /* See Also */

2012-10-21T09:55:44Z

Sheli: /* Alerts to Customers Settings */

2012-05-08T14:10:31Z

Alerts to Customers Settings

@@ Line 68: / Line 68: @@
 #'''Web Links''' - Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.
 ## '''Add Web Links to Email Alerts for accounts with Active Web Users''' - Choosing this options will automatically add links to the Ticket (via Commit Web Interface) to the email alert's body. The Web Link should be included in the email template selected above in order for it to work. <br> ''Note that Web Links feature requires using Commit Web Interface for Customers.''
 <br>
@@ Line 79: / Line 77: @@
 <br>
 =See Also=

Sheli: /* Alerts to Customers Settings */

2010-07-08T19:36:53Z

Alerts to Customers Settings

← Older revision		Revision as of 19:36, 8 July 2010
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	Enabling Alerts to Customers requires [[Alerts Server\|Commit Alerts Server]] activation. See more details in [[Alerts Server\|Commit Alerts Server]].		Enabling Alerts to Customers requires [[Alerts Server\|Commit Alerts Server]] activation. See more details in [[Alerts Server\|Commit Alerts Server]].

	Once Commit Alerts Server is activated, the Alerts to Customers settings should be enabled and configured from Tools > Options > Alerts to Customers.		Once Commit Alerts Server is activated, the Alerts to Customers settings should be enabled and configured in the Alerts to Customers options window from Tools > Options > Alerts to Customers:
	<br><br>		<br><br>
	[[File:Alerts_to_customers_options.png]]		[[File:Alerts_to_customers_options.png]]
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	The Alerts to Customers settings are defined globally and require Sys Admin privileges.		The Alerts to Customers settings are defined globally and require Sys Admin privileges.

	The settings include:		The Alerts to Customers settings include:
	<br><br>		<br><br>
	'''OFF''' – choosing ~~this option~~ disables all alerts to customers triggered by the events of new Tickets and closed Tickets.		'''OFF''' – choosing OFF disables all alerts to customers triggered by the events of new Tickets and closed Tickets.
	<br><br>		<br><br>
	'''ON''' – choosing ~~this option will enable~~ the Alerts to Customers feature within Commit Alerts Server.		'''ON''' – choosing ON enables the Alerts to Customers feature within Commit Alerts Server.

	In this ~~section, administrators can choose which events~~ trigger alerts ~~and~~ which ~~email template~~ will be used for the alerts. ~~Separate templates~~ can be used for ~~new~~ tickets ~~and for~~ closed ~~tickets~~. ~~The~~ email alerts ~~templates~~ can ~~only~~ be ~~based on plain~~-~~text templates~~.		When enabled, the following options are available:
			#'''Alerts About New Tickets''' - Choosing this option will trigger alerts for new Tickets being created in the database.
			## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for new tickets.
			## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].
			#'''Alerts About Tickets Being Closed''' - Choosing this option will trigger alerts for Tickets being closed.
			## '''Use Email Template''' - Choose the Ticket Email Template which will be used when sending email alerts for tickets being closed.
			## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].
			#'''Web Links''' - Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.
			## '''Add Web Links to Email Alerts for accounts with Active Web Users''' - Choosing this options will automatically add links to the Ticket (via Commit Web Interface) to the email alert's body. The Web Link should be included in the email template selected above in order for it to work. <br> ''Note that Web Links feature requires using Commit Web Interface for Customers.''

	It is also possible to attach a predefined PDF Ticket Report, which will be created automatically and attached to the email upon sending the email alert to the customer. The report format can be selected from predefined reports, or, from your own customized reports. To learn more on how to design your own layouts [[Report_Designer_User_Guide\|click here]].
	~~<br><br>~~
	~~'''Web Links'''~~
	Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.

	~~The Web Links feature requires using Commit Web Interface for Customers.~~

	When using Web Links the system automatically adds links to the email alert body. The Web Link should be part of the email template and links will only be added when the email template includes a reference to add links.

	<br>		<br>

Sheli: /* Alerts to Customers Settings */

2010-07-08T19:19:31Z

Alerts to Customers Settings

← Older revision		Revision as of 19:19, 8 July 2010
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	<br>		<br>
	=Alerts to Customers Settings=		=Alerts to Customers Settings=
	Enabling Alerts to Customers requires [[Alerts Server\|Commit Alerts Server]] activation. See more details in Commit Alerts Server.		Enabling Alerts to Customers requires [[Alerts Server\|Commit Alerts Server]] activation. See more details in [[Alerts Server\|Commit Alerts Server]].

	Once Commit Alerts Server is activated, the Alerts to Customers settings should be enabled and configured from Tools > Options > Alerts to Customers.		Once Commit Alerts Server is activated, the Alerts to Customers settings should be enabled and configured from Tools > Options > Alerts to Customers.

← Older revision		Revision as of 11:40, 1 September 2013
Line 1:		Line 1:
	=Introduction=		=Introduction=
	Starting with CommitCRM 5.3, [[Alerts Server\|~~Commit~~ Alerts Server]] provides the option to send email alerts to customers.		Starting with CommitCRM 5.3, [[Alerts Server\|CommitCRM Alerts Server]] provides the option to send email alerts to customers.
	<br><br>		<br><br>
	The Alerts to Customers feature sends automatic email alerts to customers when:		The Alerts to Customers feature sends automatic email alerts to customers when:
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	<br>		<br>
	Alerts are sent via the [[Alerts Server\|~~Commit~~ Alerts Server]], to all [[Ticket_Management#Ticket_Recipients\|External Recipients]] defined for the Ticket in the '''Email Recipients tab'''.		Alerts are sent via the [[Alerts Server\|CommitCRM Alerts Server]], to all [[Ticket_Management#Ticket_Recipients\|External Recipients]] defined for the Ticket in the '''Email Recipients tab'''.
	External Recipients are defined per Ticket and contain the email addresses of the parties that should be notified whenever there is email correspondence concerning the Ticket. The email addresses may belong to existing Accounts in the database, or they can be email addresses that do not currently exist in an Account. See more details in [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]].		External Recipients are defined per Ticket and contain the email addresses of the parties that should be notified whenever there is email correspondence concerning the Ticket. The email addresses may belong to existing Accounts in the database, or they can be email addresses that do not currently exist in an Account. See more details in [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]].

	New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via ~~Commit~~ API. See more details in [[#New Ticket Alerts Special Cases\|New Ticket Alerts Special Cases]].		New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via CommitCRM API. See more details in [[#New Ticket Alerts Special Cases\|New Ticket Alerts Special Cases]].

	Closed Ticket Alerts are sent whenever a Ticket is closed, i.e. the Ticket Status changes to Completed.		Closed Ticket Alerts are sent whenever a Ticket is closed, i.e. the Ticket Status changes to Completed.
Line 35:		Line 35:

	=New Ticket Alerts Special Cases=		=New Ticket Alerts Special Cases=
	New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via ~~Commit~~ API.		New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via CommitCRM API.

	New Tickets will not trigger an email alert to the customer when:		New Tickets will not trigger an email alert to the customer when:
	# You manually change a Ticket's status to New. <br>''Note: Only when a new Ticket is actually created in the database an alert is sent.''<br>		# You manually change a Ticket's status to New. <br>''Note: Only when a new Ticket is actually created in the database an alert is sent.''<br>
	# Tickets are created by customers via ~~Commit~~ Email Connector's Email-to-Ticket feature. <br>''Note: In this case the customer will be notified about the new Ticket by the automatic-response sent by ~~Commit~~ Email Connector if enabled. See more details in [[Email_Connector\|~~Commit~~ Email Connector]].''<br>		# Tickets are created by customers via CommitCRM Email Connector's Email-to-Ticket feature. <br>''Note: In this case the customer will be notified about the new Ticket by the automatic-response sent by CommitCRM Email Connector if enabled. See more details in [[Email_Connector\|CommitCRM Email Connector]].''<br>
	# Tickets are created via ~~Commit~~ Email Connector using automated emails (i.e. formatted emails which are usually sent by external applications) do not trigger an email alert to the customer. See more details about automated emails in [[Email_Connector#Automated_Emails\|Automated Emails]].<br>		# Tickets are created via CommitCRM Email Connector using automated emails (i.e. formatted emails which are usually sent by external applications) do not trigger an email alert to the customer. See more details about automated emails in [[Email_Connector#Automated_Emails\|Automated Emails]].<br>
	# Tickets are created by customers via ~~Commit~~ Web Interface.		# Tickets are created by customers via CommitCRM Web Interface.

	<br>		<br>
	=Alerts to Customers Settings=		=Alerts to Customers Settings=
	Enabling Alerts to Customers requires [[Alerts Server\|~~Commit~~ Alerts Server]] activation. See more details in [[Alerts Server\|~~Commit~~ Alerts Server]].		Enabling Alerts to Customers requires [[Alerts Server\|CommitCRM Alerts Server]] activation. See more details in [[Alerts Server\|CommitCRM Alerts Server]].

	Once ~~Commit~~ Alerts Server is activated, the Alerts to Customers settings should be enabled and configured in the Alerts to Customers options window from Tools > Options > Alerts to Customers:		Once CommitCRM Alerts Server is activated, the Alerts to Customers settings should be enabled and configured in the Alerts to Customers options window from Tools > Options > Alerts to Customers:
	<br><br>		<br><br>
	[[File:Alerts_to_customers_options.png]]		[[File:Alerts_to_customers_options.png]]
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	'''OFF''' – choosing OFF disables all alerts to customers triggered by the events of new Tickets and closed Tickets.		'''OFF''' – choosing OFF disables all alerts to customers triggered by the events of new Tickets and closed Tickets.
	<br><br>		<br><br>
	'''ON''' – choosing ON enables the Alerts to Customers feature within ~~Commit~~ Alerts Server.		'''ON''' – choosing ON enables the Alerts to Customers feature within CommitCRM Alerts Server.

	When enabled, the following options are available:		When enabled, the following options are available:
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	## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].		## '''Attach PDF Report''' - When sending the email alerts, you can attach a predefined PDF Ticket Report, which will be created automatically and attached to the email to the customer. The report format can be selected from any Ticket report (predefined or, customized). Read more about customizing reports in the [[Report_Designer_User_Guide\|Report Designer User Guide]].
	#'''Web Links''' - Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.		#'''Web Links''' - Web Links allow your customers to quickly open the customers' Web portal and view or edit the Ticket details. This saves the need to go explicitly to the Web Interface site, login and search for the Ticket in order to see its details.
	## '''Add Web Links to Email Alerts for accounts with Active Web Users''' - Choosing this options will automatically add links to the Ticket (via ~~Commit~~ Web Interface) to the email alert's body. The Web Link should be included in the email template selected above in order for it to work. <br> ''Note that Web Links feature requires using ~~Commit~~ Web Interface for Customers.''		## '''Add Web Links to Email Alerts for accounts with Active Web Users''' - Choosing this options will automatically add links to the Ticket (via CommitCRM Web Interface) to the email alert's body. The Web Link should be included in the email template selected above in order for it to work. <br> ''Note that Web Links feature requires using CommitCRM Web Interface for Customers.''

	<br>		<br>
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	[[File:Alerts_to_customers_rmm_options.png]]		[[File:Alerts_to_customers_rmm_options.png]]

	Choose the Alerts you want to send to customers, and save your changes. Restart the ~~Commit~~ RMM Service in order for the changes to take immediate effect.		Choose the Alerts you want to send to customers, and save your changes. Restart the CommitCRM RMM Service in order for the changes to take immediate effect.

	=Disable Alerts To Selected Accounts=		=Disable Alerts To Selected Accounts=
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	#* Stop Alerting This Account about New Tickets		#* Stop Alerting This Account about New Tickets
	#* Stop Alerting This Account about Tickets being Closed.		#* Stop Alerting This Account about Tickets being Closed.
	# Change will take effect immediately in ~~CommitServer~~ service.		# Change will take effect immediately in CommitCRM Server service.

	[[File:Disable_alert_to_customer.gif]]		[[File:Disable_alert_to_customer.gif]]

	=See Also=		=See Also=
	* [[Alerts Server\|~~Commit~~ Alerts Server]]		* [[Alerts Server\|CommitCRM Alerts Server]]
	* [[Ticket Management\|Ticket Management]]		* [[Ticket Management\|Ticket Management]]
	* [[Web Interface\|~~Commit~~ Web Interface]]		* [[Web Interface\|CommitCRM Web Interface]]

	[[Category:Setup]]		[[Category:Setup]]
	[[Category:Installation]]		[[Category:Installation]]
	[[Category:User Manuals]]		[[Category:User Manuals]]

← Older revision		Revision as of 09:55, 21 October 2012
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	Choose the Alerts you want to send to customers, and save your changes. Restart the Commit RMM Service in order for the changes to take immediate effect.		Choose the Alerts you want to send to customers, and save your changes. Restart the Commit RMM Service in order for the changes to take immediate effect.

			=Disable Alerts To Selected Accounts=
			In some cases, users may want to disable the automatic email alerts for specific customers.

			To control the Alerts to Customers settings per Account:
			# Open the Accounts Window.
			# Navigate to the specific Account and from Accounts > Email Alerts menu select between:
			#* Stop Alerting This Account about New Tickets
			#* Stop Alerting This Account about Tickets being Closed.
			# For the change to take effect immediately, restart CommitServer service.


	=See Also=		=See Also=