You can configure or modify the e-mail Ids of the recipients for a specific Workgroup/Category, who are notified when the Expected Time to Resolution is updated.
Prerequisites
Enable Display Expected Time to Resolve (ETR) section on Incident Details on TENANT page for Incident Management module.
Enable custom scheduler job ETR Escalation Notification on CUSTOM SCHEDULER page.
Configure Escalation Levels for ETR on AUTO ESCALATION page for Incident Management module.
Configure ETR Notification
To configure ETR E-mail Notifications, perform the following:
Navigate to Incident > Configuration > Others > ETR E-mail Notification.
Select Tenant.
Click Add New on the Actions Panel to configure a new ETR Notification.
Enter the the required details.
For more information, refer to the Field Description.
Figure: ETR NotificationClick SUBMIT. A new ETR E-mail Notification is configured.
Field Description
The following table describes the fields on the ETR NOTIFICATION page.
Field | Description |
Workgroup | Select the Workgroup. |
Category | Select the Category. |
E-mail ID | Specify the E-mail IDs. You can specify multiple E-mail IDs separated by semicolon (;). |
Send Notification to Workgroup Owner | If selected, the E-mail notification is sent to the configured Workgroup Owner. |
Send Notification to Analyst | If selected, the E-mail notification is sent to the configured Analyst. |
Active | If selected, the ETR Notification configuration becomes active. |
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the ETR NOTIFICATION page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the ETR Notifications configured in the Apex application for the selected Tenant.
Figure: ETR NOTIFICATION page
To edit an ETR Notification, click the ETR Notification ID. Make appropriate changes and click SUBMIT.
To display the inactive ETR Notifications, click the Include Inactive Records check box.