SMS Setup
The SMS Setup page allows users to customize the functionality of the Request Service option available to users when they receive SMS notifications.
Request Service Action
The Request Service Action dropdown determines the primary function of the Request Service option. The available options are defined below.
Only Write to History
Selecting Only Write to History will record the user’s service request to their account’s history report. To use this option, select it from the drop-down and select Update to apply functionality to the button.
Send Email
Selecting Send Email Notifying Central that Service was Requested will allow you to select an email destination for the user’s service request.
Perform the following steps to configure email settings.
- Select the magnifying glass icon next to the To Email field to select the email address the request should be sent to.
- Select the desired email address from the lookup table.
- Select the magnifying glass icon next to the From Email field to select the email address the request will be sent from.
- Select the desired email address from the lookup table.
- Select Update to apply this functionality to the button.
Create a Ticket
Selecting Create a Ticket for the Service Request will allow you to configure how tickets are created given specific alarm scenarios. These ticket procedures will generate tickets when Request Service option is selected.
Users can interact with the table via the available toolbar options. These options and their functions are defined below.
| Option | Function |
|---|---|
| Add | Allows users to configure new ticket creation procedures. More information on adding procedures can be found below. |
| Edit | Allows users to update the selected ticket creation procedure. Once any changes are made to the procedure, select Save to apply the changes. |
| Delete | Removes the selected ticket creation procedure from the table. |
| Reload | Refreshes the table to display up-to-date information. |
Adding a Ticket Procedure
Selecting Add will display the Add dialog box.
Users can configure how tickets are created via the available options. These options and their functions are defined below.
| Option | Function |
|---|---|
| Alarm Type | The alarm type that will generate the ticket. If this field is left blank, it will act as a default option for all alarm types that do not have an assigned procedure. For Example: If LOWBAT was input into this field, sms notifications for LOWBATs will generate tickets when the Request Service option is selected.For Example: If LOWBAT and a blank procedure existed and an ACFAIL service request came in, the ticket will be created using the settings defined on the blank procedure. |
| Create Multiple Tickets | Determines if duplicate tickets can be created. If selected and a user receives a second alarm sms notification and selects the Request Service option again, the system will create a duplicate ticket for the request. |
| S Branch | The service branch the ticket should be assigned to. |
| Dispatch Code | The ticket’s assigned reason code. |
| Status | The initial priority status that should be assigned to the ticket. |
| Ticket Description | A brief explanation of the ticket. |
After configuring the procedure as necessary, select Save.
Select Update to apply this functionality to the button.