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Notification contact configuration

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Add a contact

A contact is automatically created when a user is defined in ServiceNav. However, it is not active. Therefore you will have to configure the contact and activate it. It is also possible to add a contact who is not a ServiceNav user.

A contact can receive email, SMS and push notifications.

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

ServiceNav - Configuration -Contacts

Click on Add

ServiceNav -Contact - Add

General information

Enter the contact information:

ServiceNav -Contact - enter contact information

Information to be entered by notification type :

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

Select Activate à " Yes "You can use this contact in the application.

Properties of notifications

The rest of the section allows you to define status changes, and the means of contact notification for equipment, unitary services and user services.

The effective notification policy is the intersection between the notification parameters defined at the contact level and those defined at the equipment, unit service or user service level. This business rule allows to define a differentiated notification management.

Example A notification time range of 0:00 to 24:00 is defined at the E-Device level. The notification time slot 5am-12am is defined for team A, the notification time slot 12pm-8pm is defined for team B.

  • If a change in status occurs at 1:00 pm, Team B will be notified.
  • If a change in status occurs at 10:00 a.m., Team A will be notified.
  • If a status change occurs between 8pm and 5am, no team will be notified, but if the problem is still present at 5am then Team A will be notified.

 

User service notification properties

Select the status changes for which the contact 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

 

Equipment notification properties

  1. Select the status changes for which the contact is notified
  2. Select the notification time range for the equipment
  3. Select the desired notification types from the list of commands

ServiceNav -Contact - Notification types for equipment

Unit service notification properties

  1. Select the status changes for which the contact is notified
  2. Select the notification time range for unitary services
  3. Select the notification commands associated with the contact from the list on the left, and click the green arrow to move these commands to the list on the right

ServiceNav -Contact - Notification types for unit services

 

Once you have entered the notification properties you can validate the addition of the contact.

 

Edit a contact

Navigate in Configuration > General > Contacts.

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

ServiceNav - Contact - Edit

 

Duplicate a contact

Navigate in Configuration > General > Contacts.

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

ServiceNav - Contact - Duplicate

Delete a contact

Navigate in Configuration > General > Contacts.

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

ServiceNav - Contact - Delete

 

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