Documentation

Configuring Contact Notifications

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Add a contact

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

A contact can receive email, SMS and push notifications, as well as MS Teams 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 depending on notification method:

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

Set Enable to Yes You can now use this contact in the application.

Properties of notifications

The rest of this section allows you to configure status changes, and the means of notification for hosts, services and user services.

The effective notification policy is the combination of the notification parameters defined at the contact level and those defined at the host, service or user service level. This business rule allows for granular notification management.

Example A notification time range of 0:00 to 24:00 is defined at the Host 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 drop down list:

ServiceNav - Contact - Notification types for user services

 

Host notification properties

  1. Select the status changes for which the contact is notified
  2. Select the notification time period for the host
  3. Select the desired notification types from the drop down list

ServiceNav -Contact - Notification types for equipment

Service notification properties

  1. Select the status changes for which the contact is notified
  2. Select the notification time range for services
  3. Select the desired notification types from the drop down list

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 to Configuration > General > Contacts.

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

ServiceNav - Contact - Edit

 

Duplicate a contact

Navigate to Configuration > General > Contacts.

Select the contact you wish to duplicate and 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 button

ServiceNav - Contact - Delete

 

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