Problem Request

The purpose of this document is to explain the scenario based template that target the user persona as such End User, Analyst, and Approver when a Problem Request is On-Hold a notification must be sent to the requestor and approver.

Configure PR Notification Template

When a Problem Request is On-Hold a notification must be sent to the Requestor and Approver along with Approval Grid to notify that the PR is on-hold. The Approval Grid on the notification template will provide more information about the approval status.

Let's walk you through Template named Problem Request RCA on Hold: To Requestor & RCA Approver, which can be used as an Email and SMS while sending notification. The Email and SMS templates consists a message regarding the notification, details about the PR  and its Approval.

To configure or update a Problem Request Notification Template, perform the following steps:

1.  Navigate to Design Studio > Module >  Problem > Notification Designer.
   A list of notification templates is displayed.
   
   
2. Click New or select existing template.
   General configuration screen is displayed.
   
   
3. Enter the General details as displayed in the following screen.
   For more information refer to General.
   Figure: Notification Designer Details
   
   
4.  Enter the Notification Name as Problem Request RCA on Hold: To Requestor & RCA Approver and provide a brief description about the template. Select the Record Type as Single Record and click Next.
   Medium screen is displayed.
   Figure: Notification Designer Details-Medium
   
   
5.  The Application Designer must ensure that the generated notifications are supported for mobile and desktop. Hence, Email and SMS are selected as Mediums. Click Next to configure the templates for the selected Mediums.
   Template configuration screen is displayed that supports the following:
   
   
   • Email: Drag and drop Approval Grid on the Email Body along with other Notification components from the Table Selection.
     Figure: Email Template
     
     To view the description about the Notification components used in Email, click here.
     
     
     Note

     To Preview the Email Template, click Preview.
     
     

     Expand to view the configuration screen

     Figure: Email Template Preview

   • SMS: Drag and drop the SMS notification components on the SMS Body.
     Figure: SMS Notification Designer
     
     To view the description about the Notification components used in SMS Template, click here.
     Note

     To preview the SMS Template, click Preview.
     
     

     Expand to view the configuration screen

     Figure: SMS Preview

6.  Click Next to view the Summary of configuration and click Submit for New or Update existing template.
   Figure: Summary

Email Notification Components

The Email template comprises various notification components that describe the purpose of the event and add the relevant details. The following table describes about all the components used in the email template.

Email Notification Components	Description
Table Selection: PR ID, Message and Notes for Self	Drag and drop the following records from Manage Problem Record Table on the Email Body. Message and Notes for Self will function as Dairy Fields for the Analyst. PR ID Message Notes for Self Expand to view the configuration screen Figure: Notification Designer Details
Grid: Basic Problem Info SV, Detailed Problem Info SV and Resolution Problem info SV	Basic Problem Details SV, Detailed Problem Info SV, and Resolution Problem info SV are the names provided for the Notification Grid that is configured for a single record which is viewed as horizontal. Refer to the preview screenshot for viewing the details.
Approval Grid: Approval Grid	Provides the details about the approval It can be viewed on Preview.
Hyperlink: Click here	The word named here is a Hyperlink and can be edited using the gear icon provided next to it. The hyperlink label can be edited by clicking the re-gear icon, refer to the following image description. Expand to view the configuration screen Figure: Hyperlink Label
Notification Elements: Signature	Notification Element named Signature is configured to provide quick references and prominence on the notification template. Expand to view the configuration screen Figure: Notification Element

SMS Notification Components

The SMS Template comprises various notification components that is supported as SMS message. The following table describes about all the components used in the SMS template.

SMS Notification Components	Description
Table Selection: PR ID	PR ID is the one of the record on Problem Record Details Table. Expand to view the configuration screen Figure: SMS Body
Hyperlink: Click here	The word named here is a Hyperlink and can be edited using the gear icon provided next to it. The hyperlink label can be edited, refer to the following image description. Expand to view the configuration screen Figure: Hyperlink Label
Notification Elements: Signature	Notification Element named Signature is configured to provide quick references and prominence on the notification template. Expand to view the configuration screen Figure: Notification Element