Incident Settings – Notification Templates & Notifications
1. Notification Templates Settings |
This settings page will let you setup and configure various notification templates to be available when triggering notifications. Select the notification name, type, description, notification method, subject and body (for email notifications), SMS body (for SMS notifications), and API body (for API notifications). You can specify under which conditions these templates are to be used in the Notifications page of this Settings area.
Note: The filters within the Incident Settings pages accessed via Mega Menu > Framework > Incident Settings > Notification Template Configuration will be simplified to only have the ‘Contains’ search filter. This will allow you to easily filter the required details.
To create a new notification template:
STEP 1: Click the New button at the top-right corner of the page.
STEP 2: Enter the following fields.
Field | Description |
|---|---|
Name | Define a name for the template. Name should be unique. |
Notification Type | A dropdown including types; incident, investigation, action, resolution, close, sign off, risk, submission, custom, incident review, notification delivery failure. Selecting a type will determine the snippets and trigger criteria of the notification. |
Description | A textbox to include a brief description of the notification template. |
Notification Method | Select the method of the notification to be sent. Notes:
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Subject | This will be the email subject of the notification. Note: Additionally, you can include snippets for custom fields that are added via 'Object Configuration Settings' using the following syntax: E.g. For a custom object named <Claim> you wish to include the <ClaimNumber> custom field in the email, include it as: {{Claim.ClaimNumber}} |
Email Body | Text area to include an email notification body. Few common formatting functionality will be included here such as bold, italic, underline, strike through text, align text to right, left, centre, justify, remove alignment, font size, spell check, and snippets. Note: Additionally, you can include snippets for custom fields that are added via 'Object Configuration Settings' using the following syntax: E.g. For a custom object named <Claim> you wish to include the <ClaimNumber> custom field in the email, include it as: {{Claim.ClaimNumber}} |
SMS Body | Text area to include an SMS notification body. Snippets will be able to be added in this section too. Additionally, you can include snippets for custom fields that are added via 'Object Configuration Settings' using the following syntax: E.g. For a custom object named <Claim> you wish to include the <ClaimNumber> custom field in the email, include it as: {{Claim.ClaimNumber}} Figure 1.2 Note: This section will be displayed only if SMS notifications are set up for your organisation. Should you require to setup SMS notifications, please contact our Support Team via the Riskonnect Success Portal (RSP). |
API Body | Section to view and include API general details, parameters, authorisation, headers, request body syntax, and response body syntax. Figure 1.3 Note: This section will be displayed only if API notifications are set up for your organisation. Should you require to setup API notifications, please contact our Support Team via the Riskonnect Success Portal (RSP). |
STEP 3: Click on the Save button at the top-right corner of the page to save and add details.
Notification snippets are available to be included in the e-mail body. The snippets are categorised by the e-mail type, therefore, only the snippets that belong to the type selected will be visible in the list.
All snippets are described below:
Field | Types | Description |
|---|---|---|
Incident Title | Incident Investigation Action Resolution Closure Signoff | Title of the relevant incident. |
Incident Responsible person | Incident Investigation Resolution Closure Signoff | Name of the staff selected as incident responsible person. |
Incident Code
| Incident Investigation Resolution Closure Signoff | The code of the relevant incident will be included as a hyperlink. This will apply to all notification types, except ‘Risk’. Note: For the hyperlink to work, it is important that the 'Disable hyperlinks in email snippets for all incident and compliance notifications' setting under Incident Settings > Miscellaneous Settings, is not active. |
Incident type | Incident | Type that the relevant incident belongs to. |
Incident Categories | Incident | Incident category of the action |
Previous Incident Category | Incident | Previously saved Incident category |
Incident Description | Incident | Incident description |
Incident Location | Incident | Incident location |
Incident Reported By | Incident | Incident reported person |
Incident Reported Date | Incident | Incident reported date |
Reporting Officer of Incident Responsible person | Incident | Reporting officer of the Incident responsible officer |
Unit Manager | Incident |
|
Investigation due | Investigation | Investigation due date |
Primary investigator | Investigation | Name of the staff selected as incident primary investigator. |
Secondary investigator | Investigation | Name/s of staff selected as incident secondary investigator/s. |
Action Title | Action | Action title |
Action Responsible officer | Action | Name of the staff selected as action responsible officer. |
Action Start Date | Action | Action start date |
Action end date | Action | Action end date |
Action Status | Action | Current status of the action |
Action % complete | Action | Completed Percentage of the Action |
Action Actual Completion Date | Action | Actual completion date of the action |
Action Description | Action | Action description |
Action List | Action | List of actions in the consolidate email along with their Incident title, Action name, Responsible officer, start date, Previous action status, Status, Percent Completed, Overdue days. Note: The "Action List" works only for Consolidated Emails. |
Action Priority | Action | Action priority |
Action Responsible Officer | Action | Responsible officer of the action |
Previous Action Status | Action | Previously saved action status |
Reporting Officer of Action Responsible Officer | Action | Reporting officer of the Action responsible officer |
Resolution Status | Resolution | Resolved or not |
Close Status | Close | Close/ Open |
Signoff Status | Signoff | Approved / Denied |
2. Notifications Settings |
This settings page lets you configure notifications to be sent out as email, SMS, or APIs upon various trigger criteria, according to a selected notification template, to various recipients, users, user roles, or additional recipients. Notifications can be based on a trigger type. Further, create custom notifications for incident objects, with custom trigger criteria, using custom trigger criteria configuration equations.
To create a new email notification:
STEP 1: Click on the New button.
STEP 2: Enter relevant details to trigger notifications. The following fields will be available.
Field | Description |
|---|---|
Notification Name
| Define a name for the notification. Name should be unique. |
Notification Type | A dropdown including the notification types: incident, investigation, action, resolution, close, signoff, risk, submission, custom, and incident review, notification delivery failure. Note: Based on the selected notification type, the Trigger Criteria, Notification Template, and Notification Recipient options to select from will vary. |
Type | This dropdown will be displayed only for the notification types: Submission and Custom. |
Object | This dropdown will be displayed only for the notification types: Submission and Custom. And based on the selected submission or custom type, the object list will vary. Note: Custom Incident Objects will not be shown in this ‘Object’ dropdown. |
Trigger Criteria | List of all trigger criteria available for the selected notification type. Refer Trigger Criteria title below for more information. |
Notification Template | Lists all notification templates created via Incident Settings > Notification Templates filtered by the notification type. |
Notification Recipient | Select multiple recipients via their role within the incident to receive a notification. Recipient list will differ according to the notification type selected. Options available will be:
Note: Notification recipients are determined based on their roles and how they are linked to the Incident Record:
|
Users | Select multiple users from the list of staff members that don't fall into any recipient or role category. This will allow to select a set of users to receive notifications when the criteria triggers. Note: If the user does not have permission to view the object, they will not be able to view the object, but will get an email notification. |
User Role | Select multiple user roles created via Incident Settings > User Roles, to send a notification to all users assigned under that user role; |
Custom Fields
| If any user does not fall under the standard set of notification recipients, users, or user role category, and want to create a new staff category, the custom fields can be used to add this field/responsible person(s) here. This will be written as follows: Example:
|
Active | Tick this checkbox to mark this notification as active, and deselect to mark it as inactive. |
Trigger Type | Select when the trigger will be executed from the following options:
Note: The ‘On Auto-Save’ option is not applicable for the following triggers:
Notifications will not trigger if the incident is in ‘Draft’ state.
|
3. Trigger Criteria |
The following trigger criteria will be available for each notification type.
Note: Service based email notifications will be triggered, only if one of the below trigger criteria is met and if the Incident is still in an 'Open' state. If not, email notifications will not be sent out to recipients.
3.1 Incident
Incident due date – Notification triggered on the incident due date. If you select this trigger, you may add details to continue this trigger for a specified number or times, on a recurring (daily, weekly, monthly, quarterly, yearly) basis, for a specified number of days before/after the incident due date, and/or for a selected incident status.
New incident created – When a new incident is created a notification is triggered.
Incident assigned a workflow – When an incident is assigned a type and saved a notification is triggered.
Incident assigned to user – When an incident is assigned to a user as a responsible person a notification is triggered.
According to incident priority – Notification triggered according to the incident priority. Priorities to trigger this notification can be specified.
According to incident severity – Notification triggered according to the incident severity. Severities to trigger this notification can be specified.
Incident deleted – Notification triggered when incident is deleted.
According to incident type – Notification triggered according to the incident type. Types to trigger this notification can be specified.
According to incident location – Notification triggered according to the incident location. Locations to trigger this notification can be specified.
Custom trigger criteria – Refer Custom Trigger Criteria Configuration title below for more details.
Incident submitted – Notification triggered when an incident is submitted from an object with the Workflow Element Type ‘Incident Details’.
Notes:
To trigger an email for an Incident Submission, configure the following as below:
Notification Type = Incident
Trigger Criteria = Incident Submitted
Notification Recipients = Incident Submitter
Incident approved – Notification triggered when an incident is approved.
Notes:
For the above two triggers (Incident submitted and incident approved), if the incident submitter and the incident approver are the same, both submit and approval of the incident will effectively take place. This will then tag the incident as 'Approved'. Therefore, the 'Incident Submitted' trigger will not be sent out.
If the incident approver is different from the incident submitter, then once the incident is submitted, the 'Incident Submitted' trigger will be sent out.
To trigger an email for an Incident Approval, configure the following as below:
Notification Type = Incident
Trigger Criteria = Incident Approved
Notification Recipients = Incident Submitter
Incident rejected – Notification triggered when an incident is rejected.
Notes:
To trigger an email for an Incident Rejection, configure the following as below:
Notification Type = Incident
Trigger Criteria = Incident Rejected
Notification Recipients = Incident Submitter
Web account created – Notification triggered when a web account is created.
Reset password – Notification triggered when a password is reset.
Linking to hierarchy node – Notification triggered when linked to a hierarchy node. Type and category can be specified to trigger this notification.
Category change – Notification triggered when there is a category change. Type and category can be specified to trigger this notification. Additionally,this notification is triggered initially when the empty category field is given a value and saved.
Linking to a hierarchy node considering rolled up linkages – This trigger will consider all and any linkages done at underlying child level nodes for the selected hierarchy branch. Type, category, hierarchy search, and hierarchy type can be specified to trigger this notification.
Note: Trigger criteria ‘Linking to a hierarchy node considering rolled up linkages’ only work on Flex Off or static databases.
3.2 Investigation
Investigation due date – Notification triggered on the investigation due date. If you select this trigger, you may add details to continue this trigger for a specified number or times, on a recurring (daily, weekly, monthly, quarterly, yearly) basis, for a specified number of days before/after the investigation due date, and/or for a selected investigation status.
Investigation assigned to user – When an incident is assigned to primary/ secondary investigators and saved an notification is triggered.
Investigation pending – On the day specified as investigation due, a notification is triggered.
Investigation started – When the investigation status is changed to in-progress and saved a notification is triggered.
Investigation completed – When the investigation status is changed completed and saved a notification is triggered.
Custom trigger criteria – Refer Custom Trigger Criteria Configuration title below for more details.
3.3 Action
Action due date – Notification triggered on the action due date. If you select this trigger, you may add details to continue this trigger for a specified number or times, on a recurring (daily, weekly, monthly, quarterly, yearly) basis, for a specified number of days before/after the action due date, and/or for a selected action status.
Action Review Due Date – This is a notification feature that alerts users when an action review is due.
Action Review Effectiveness Due Date – Alerts users when the effectiveness review of an action is due.
Action Review – Notification triggered on the action review due date. If you select this trigger, you may add details to continue this trigger for a specified number or times, on a recurring (daily, weekly, monthly, quarterly, yearly) basis, for a specified number of days before/after the action review due date.
Action Status Changed – Notification triggered when an action status is changed and consolidated notifications can be sent out when triggered.
Action created – When an action is created and saved a notification is triggered.
Action submitted – Notification triggered when an action is submitted.
Action approved – Notification triggered when actions submitted for approvals are approved by a user. If the approval process type is set up as ‘Sequential’ this will only be triggered if when all approvers approve the record.
Action rejected – Notification triggered when actions submitted for approvals are rejected by a user. If the approval process type is set up as ‘Concurrent’ this will only be triggered if the last standing approver also rejects the record and there are no more pending approvals.
Action assigned to user – Notification triggered when an action is assigned to a user.
According to Action Status – Notification triggered according to the action status. Action status can be specified to trigger this notification and consolidated notifications can be sent out when triggered.
Custom Trigger Criteria – Refer Custom Trigger Criteria Configuration title below for more details.
3.4 Resolution
Incident resolved – A notification triggered when an incident is marked as resolved and saved.
Custom trigger criteria – Refer Custom Trigger Criteria Configuration title below for more details.