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Configuring notification contacts

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Add a contact

A contact is automatically created when a user is defined in ServiceNav. However, it is not active. You will therefore need to configure the contact and activate it. It is also possible to add a contact who is not a user of the ServiceNav solution.

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

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 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 (allows to link a ServiceNav user to a contact)

Select Activate à « Yes " to be able to 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, unit services and user services.

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

Example A notification time range from 0:00 to 24:00 is defined at the E-equipment level. 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 a.m., 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 types of notifications from the list of commands

ServiceNav - Contact - Notification types for user services

 

Equipment notification properties

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

ServiceNav -Contact - Types of notifications for equipment

Unit service notification properties

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

ServiceNav -Contact - Types of notifications 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 then 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

 

This may also be of interest to you

Define a contact group

Define notification policy for unit services

Setting up the notification

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