Configuring notification contacts

Add a contact

A contact is automatically created when a user is defined in ServiceNav. By default, such a contact is not active. It is also possible to add a contact that is not ServiceNav user.

 

A contact can receive notifications such as : email, SMS as well as push notifications through the app.

 

To add a contact navigate to Configuration> General> Contacts.

 

notification contacts

Click on +Add

 

General information

Enter the contact information

 

adding of a contact

adding of a contact

Information to be entered per type of notification:

  • email: email address
  • SMS: email + mobile number as: 3312345678
  • Push: email address + link user (can link a user to a ServiceNav contact)

Set Enable to “Yes” to use this contact in the application.

 

Notification properties

The following section defines the status changes and the means of notification for hosts, checkpoints and user services.

The notification policy is the logical intersection between notification settings for the contact and those defined for the host, checkpoint, or user services. This permits definition of complex notification management.

Example: notification between 0:00 to 24:00 is defined for host E. The notification timeframe 5:00-12:00 is set for team A, the timeframe of 12:00-20:00 is set for team B.

So, for host E…

  • If a status change occurs at 13:00, Team B will be informed.
  • If a status change occurs at 10:00, Team A will be informed.
  • If a change of state occurs between 20:00 and 5:00, no team will be informed, but if the problem is still present at 5:00 then team A will be notified.

 

Properties notifications of user services

Select statuses for which notification will be generated

user service notification

Select the desired types of notifications in the command list

contacts-4

Host notification properties

  • Select status changes for which the contact is notified
  • Select the notification timeframe for the host
  • Select the desired notification methods in the command list

host notification properties

Checkpoint notification properties

  • Select status changes for which the contact is notified
  • Select the notification timeframe for the checkpoint
  • Select the desired notification methods in the command list

contacts-6

Once the notification properties are completed, you can complete the addition of the contact.

 

Edit Contact

Navigate to Settings> General> Contacts.

Ensure you are located in the company for which you want to change a contact and click on the contact name.

contacts-7

Duplicate a contact

Navigate to Configuration> General> Contacts.

Ensure you are located in the company where the contact you wish to duplicate is held, click on the checkbox against the contact name and click on the Duplicate button.

 

Delete Contact

Navigate to Configuration> General> Contacts.

Click on the checkbox against the contact name you want to delete and click on the trashcan button.

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