Documentation

Configuring notification contacts

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Add a contact

A contact is automatically created when a user is added to ServiceNav. However, by default, it is not active. You therefore need to configure the contact and activate it. It is also possible to add a contact who is not also a user of the ServiceNav platform.

A contact can receive notifications such as: email, SMS and mobile app push.

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

ServiceNav - Configuration -Contacts

Click Add

ServiceNav -Contact - Add

General information

Enter the contact information :

ServiceNav -Contact - Enter contact details

Information to be entered by type of notification :

  • email: email address
  • SMS: email address + mobile number in the form: +3312345678
  • Push: email address + user link (required to link a ServiceNav user to a contact)

Select ActiveYes " to be able to use this contact in the application.

Properties of notifications

The rest of the page allows you to define status changes, and the means of contact notification for hosts, services and user services.

The effective notification policy is arrived at via the merging of the notification criteria set at contact level and those defined at host, service and user service level. This allows you flexible management of notifications.

Example Example: A notification time range from 0:00 to 24:00 is defined for host "E". The notification time slot 5:00-12:00 is defined for Team A, the notification time slot 12:00-20:00 is defined for Team B.

  • If a change of status occurs at 13:00, the B-team will be informed.
  • If a change of status occurs at 10:00, the A-team will be informed.
  • If a change of status occurs between 8pm and 5am, no team will be notified, but if the problem is still present at 5am then the A-team will be notified.

 

User service notification properties

Select status changes for which the contact person is notified

ServiceNav -Contact - User service notification properties

Select the desired notification types from the list of commands

ServiceNav - Contact - Notification types for user services

 

Host notification properties

  1. Select status changes for which the contact person is notified
  2. Select the notification time slot for the hosts
  3. Select the desired notification types from the command list

ServiceNav -Contact - Types of notifications for equipment

Service notification properties

  1. Select status changes for which the contact person is notified
  2. Select the notification time slot for services
  3. Select the desired notification types from the command list

ServiceNav -Contact - Types of notifications for unit services

 

Once you have entered the notification properties you can Accept the addition of the contact to confirm.

 

Edit a contact

Navigate to Configuration > General > Contacts.

Place yourself under the company for which you wish to modify the contact, then click on its name :

ServiceNav - Contact - Edit

 

Duplicate a contact

Navigate to Configuration > General > Contacts.

Select the contact you wish to duplicate then click on the "Duplicate" button.

ServiceNav - Contact - Duplicate

Delete a contact

Navigate to Configuration > General > Contacts.

Select the contact you wish to delete and click on the trash can.

ServiceNav - Contact - Delete

 

This may also be of interest to you

ServiceNav Configuration List of unit services

Define notification policy for unit services

ServiceNav Configuration Contact group

Define a contact group

Setting up notifications

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