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Forums Discuss HelpMaster Using HelpMaster
Last Post 3/19/2009 7:40 PM by  Rod Weir
Email to staff when a job is assigned to a skillgroup
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Rod Weir
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9/29/2008 8:13 PM

    Recently emailed to our tech support...

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    We've got a simple email template setup so that the staff member is notified when he gets a new job DIRECTLY to his Q.  This works flawlessly.

     

    If however a new call is assigned to a skillgroup (rather than an

    individual) is the program able to email both members with a notification?  At the moment you can see it in the unassigned Q and you receive a blue coloured pup-up in the job monitor (from the bottom right of screen), but a question was asked if HMP was able to send an email notification in addition to the above.

    Answer

    Yes, HelpMaster Pro is able to send email to each member of the skillgroup, provided that it is configured to do so.  The way to do this is to create an action template for each skillgroup that you have.  Each of these templates will specifically assign the job to a skillgroup.  Check the "Other" checkbox in the email section of the action template and then type the email address of each staff member in the corresponding text box.  You can also use an Exchange / Outlook group name if you wish.

    Another thing to consider is that each skillgroup has a nominated skillgroup supervisor as configured using the System Administration > Skillgroup screen.  This person will be emailed if the "Current Assignee" checkbox is checked on the Action screen that re-assigned the job.  The email address that is used will be the email address specified in that person's details.  If multiple email addresses are used for this person, then an email will go to each recipient.

    Hope this helps,

    Rod

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    Timo
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    1/7/2009 12:20 PM

    I have sucessfully used the latter of Rod's suggestions quite succesfully. I have my team split into three skill groups and so I did not want to start creating different templates for each skillgroup. I therefore created another dummy user for each and assigned that to the skill group. this dummy user has the multiple email addresses of everyone within the skill group. I then assigned this dummy user to be the supervisor for that skillgroup. Now when you assign a job to a particular skillgroup it will use the relevant dummy user to send the email notification.

    for good measure I also set up dummy user so that you could not assign a job to it - this way it does not get listed in any of the user groups and therefore avoids confusion.

    Rod Weir
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    1/7/2009 1:24 PM
    Brilliant! A dummy user with multiple email addresses that is a skill group supervisor that cannot be assigned jobs.

    Thanks for sharing.
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    Scott Membry
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    1/15/2009 3:06 PM
    Hiya guys

    Following on from the above, we've started a program of only keeping jobs currently being actioned in our personal queues and all other jobs go back into the unassigned queue including jobs awaiting correspondence or on hold. I want the skill group to be notified if a job in the unassigned queue is updated in any way. I'm a bit new to the action template thing so hoping you can help.

    Cheers

    Scott
    Rod Weir
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    1/15/2009 3:29 PM

    Hi Scott,

    Sounds like a good workflow.  Doing it this way keeps active job queues focussed on just the active jobs.

    There's a few options here to achieve what you're after.


    The template approach

    Whenever someone does anything to a job, use an Action Template to do it.  Configure the action template so that it sends an email (use an email template) to all of the staff members in the skillgroup to let them know that something has changed.  In the action template you could use the "Other" checkbox to do this.

    The Priority Manager approach

    Create a Priority Manager profile to scan the job queue of the skillgroup you're interested in.  Make it look say every 5 minutes.  If it finds something has been updated, then send an email (use an email template) to all members of the skillgroup.

    The Priority Manager criteria would be something like...

    All jobs assigned to SkillgroupX Where Last actioned was in the last 10 minutes.

     

    Hope this helps

     

    Rod

     

     

     

     

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