Messaging

You can configure when and how email, pager and system messages should be sent, including how system messages ‘pop up’ on an Analyst’s window.

Before you start

You must have System Set Up selected in the Admin tab of your General Access security role.

1. Select the Menu button , then Admin, then select System Administration. The System Administration window appears.
2. Select the Messaging option. The Messaging window appears. Configure messaging options for any or all of the following:

Under IPK Management, you can select from the following settings:
Email	Enables Analysts or the system to send email messages to other Analysts and Users to, say, alert them that a call has been forwarded to them. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Internal	Enables the internal messaging options for IPK management.
Pager	Enables Analysts or the system to send pager messages to other Analysts to, say, alert them that a call has been forwarded to them.
Email Optional at Forward	Give Analysts the option to send an email to the receiving Analyst when a call is forwarded or when a note is added. The Analyst sends the email using the Forward Internally or Forward Externally window. The User uses the Add a Note/Object to Your Incident window on the Self Service Portal. Email must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Email at Update via Email In	The email will be sent to the currently assigned Analyst/group, when a call is updated by Incoming Email. This is grayed out by default. It is grayed out and selected on selection of Email. It is enabled on selection of Email Optional at Forward.
Email at Escalation	Enable ASM Core to send an email to the recipient of an escalation type event. Escalations include SLA escalations and breaches, Single Reminders, un-suspensions, and so on. When disabled, no escalation email is sent, and the escalation events are displayed in Search or Outstanding windows. Repeat Reminder email notifications are not dependent on this setting, and will be sent whether this setting is selected or not. To prevent an email being sent from a Repeat Reminder, de-select the Email check box in the About Reminders. Email must be selected to enable this option. The receiving Analyst must have a valid email address and Available Recipient selected in their IPK Management security role.
Email at Unsuspension	Enable ASM Core to send an email when a suspended call becomes “unsuspended”. Email must be selected to enable this option.
Internal Message at Escalation	Enable ASM Core to automatically send a system message when a call escalates or is forwarded. Internal must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Internal Message at Forward	Enable ASM Core to automatically send a system message to the receiving Analyst when a call is forwarded or when a note is added. Internal must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Pager Optional at Forward	Give Analysts the choice to send a pager message to the receiving Analyst when a call is forwarded or a note is added. The Analyst sends the pager using the Forward Internally or Forward Externally window. The User uses the Add a Note/Object to Your Incident window on the Self Service Portal. Pager must be selected to enable this option.
Pager at Update via Email In	Enable a pager/text message to be sent to the currently assigned Analyst/group, when a call is updated by Incoming Email. Pager Optional at Forward must be selected to enable this option.
Pager at Escalation	Enable ASM Core to automatically send a pager/text message to the escalation recipient when a call escalates. Also, when a call reminder is set, ASM Core will automatically send a message to the Analyst who set the reminder. This is useful for delivering messages to Analysts who only log on to the system occasionally. When an Analyst receives a pager/text message based on an escalation event, the agreement type and escalation type will be included in the message. Pager must be selected to enable this option.
Pager at Unsuspension	Enable ASM Core to send email and pager messages when a suspended call becomes “unsuspended”. Pager must be selected to enable this option.
Add to Calendar	Select this checkbox to make the Add to Calendar button visible on the Defer Call window.
Under User/Supplier Email, you can select from the following settings
Email to Users	Select this to send the user an automated email when there is activity on the call, if the called is logged via Self Service Portal, and enable the Send Email checkbox on the Call Closure window. If the option is not selected, the user will not receive an automated email, but the Analyst can still send email messages using the Email Explorer option from a Call or Request Details window. The User’s email address must be defined in their person details.
Always Email to Suppliers	Enables the Email Supplier button on the Forward Externally window. The Analyst can use this to send an email message to an external supplier. The email ID for the external supplier needs to be defined on the Organization Details window
Under Mail Message Access you can select from the following settings
Configured	Enables MMA for your system. If this option is cleared, MMA will not be available for any Analyst. You must also enable MMA  for individual Analysts in their Person Details.
HTML Only	Instructs ASM Core to send MMA messages that will take operators to a simplified HTML Only interface. Configured must be selected to enable this option.
Default to Catalog Portal	Any MMA url sent to a User in a notification will redirect them back to the catalog portal. Configured must be selected to enable this option.
Under Workflow Management, you can select from the following settings
Email	Enables Analysts or the system to send email messages to other Analysts if, say, a request has been forwarded to them. The receiving Analyst must have Available Recipient selected in their Workflow Management security role.
Internal	Enables internal messaging options.
Pager	Enables Analysts or the system to send pager/text messages to other Analysts if, say, a request has been forwarded to them.
Email at Escalation	Enable ASM Core to automatically send an email to the escalation recipient when a request escalates. This is useful for delivering messages to Analysts who only log onto the system occasionally. When an Analyst receives an email based on an escalation event, the agreement type and escalation type will be included in the subject of the message. Email must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Email at Unsuspension	Enables ASM Core to automatically send and email when a suspended request becomes “unsuspended”. Email must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Email at Update via Email In	Enables ASM Core to automatically send an email or pager message to the currently assigned Analyst or group when a request or task is updated through an incoming email. Email must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Internal Message at Escalation	Sends a system message automatically when a request or task escalates. Internal must be selected to enable this option. The receiving Analyst must have Available Recipient selected in their IPK Management security role.
Pager at Escalation	Enables ASM Core to automatically send a pager or text message to the escalation recipient when a request escalates. This is useful for delivering messages to Analysts who only log onto the system occasionally. When an Analyst receives a pager/text message based on an escalation event, the agreement type and escalation type will be included in the message. Pager must be selected to enable this option.
Pager at Unsuspension	Enables ASM Core to automatically send a pager/text message when a suspended request becomes “unsuspended”. Pager must be selected to enable this option.
Pager at Update via Email In	Enables ASM Core to automatically send a pager/text message to the currently assigned Analyst or group when a request or task is updated through an incoming email. Pager must be selected to enable this option.
Under Service Request Catalog, you can select from the following settings
Email on Service Order Submit	Enables ASM Core to send an automatic email notification to the User when their Service Order is created in the main application.
Email on Call / Request Logged	Enables ASM Core to send an automatic email notification to the User for each call or request logged as a result of the Service Order they submitted.
Email on Call / Request Closed	Enables ASM Core to send an automatic email notification to the User when a call or request they submitted is closed
Email on Service Order Complete	Enables ASM Core to send an automatic email notification to the User when their Service Order is complete
Under Email Settings, you can select from the following:
Email Grouping (CC/BCC)	Analysts can specify CC and BCC recipients. The MMA URL is modified to hide the login ID. If the same recipient is specified in multiple fields, only one email is sent. When selecting a group email address as recipients, all members of the group will see other recipients if the group email address is specified in the To or CC fields. The recipient will not see any other email addresses if they are listed in the BCC field.
Truncate Incoming Emails	When enabled, the content inserted into call/request/task history by incoming email is truncated at a configurable point in the email. Assists to minimize duplicate or redundant information analysts must scroll through when viewing the history.
Truncate Email Text	Edit if required. By default this text is "--Do not write below this line--". This defines the wording in outgoing emails at the point below which the email will be truncated if the user replies and generates an incoming email to the system. If this field is blank, truncation will not occur.
System Messaging allows Analysts to send messages to other Analysts or internal groups within ASM Core. These messages can be sent from the Bulletin Board, and/or automatically when a call is forwarded. The messages appear automatically on Analysts’ screens. All messaging relies on the messaging polling service to be running.
Interval	The interval in minutes at which the system will be polled for new messages before they are displayed.

3. Select to save the changes. Provide the Change Reasons if prompted to do so.