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Overview

Notifications are important communication medium that keeps users informed of events that concern them. HI Service Portal can notify users by email and SMS text message to send communication from within the system. 

Managing notifications using Notification Preferences 

Note: This option is currently unavailable only for Partners.                                           
 
'Notification preferences' is a page within HISP that provides customers the flexibility to configure their notifications. With this feature, customers get the ability to select the communication options they prefer, e.g., which channels (email, SMS), what kinds of messages and in what areas.

 

Email Notifications

Email notifications are HI updates that users receive via email. Users can't turn off email notifications entirely, but they can adjust what they get notified about and how they get notified. To change your email notifications from HI Service Portal:

  • Click the user menu at the top of HI Service Portal homepage. 
 
 
  • Select 'Notification Preferences'.
 
 
  • Next to each type of notification category, users can choose which email notifications they want to receive or not by checking/unchecking the Email check box. 

Note: Users can't turn off notifications entirely. There are some mandatory notifications that users cannot unsubscribe. These mandatory notifications are checked by default and greyed out on 'Notification Preferences' page.

 
  •  Click 'Save Settings'.

 

SMS Notifications

SMS Notifications: SMS notifications are HI updates that users receive via SMS. Users can opt-in/out of SMS notifications for incidents and change requests.
 
Setting Up HI Service Portal SMS notifications: Users can set up SMS notifications using the 'Notification Preference' page.
 
  • Click the user menu at the top of HI Service Portal homepage.
  • Select 'Notification Preferences.'
  • Click SMS next to any of the Incident or Change Request notification. 
  • User mobile number needs to be verified in order to receive SMS notifications. For mobile number verification, see Verifying Mobile Number.
  • Click 'Save Settings.'
  • To unsubscribe, uncheck the SMS checkbox next to notification category.

 

  Note:

  • SMS notifications can only be activated for Incident and Change Request notifications.
  • We try to get your SMS text message notifications as fast as possible, but sometimes delays can occur. Mobile network congestion or other processing delays and errors on your mobile carrier's side can result in delivery delays or failures. 
  • To get all incidents opened and incidents updated with comments notifications, please get the user added to notification list under Manage Accounts page.

 

Verifying Mobile Number

 
Users need to verify their mobile number in order to receive SMS notifications.

To verify a mobile phone number, follow these steps:

  • Click the user menu at the top of HI Service Portal homepage & select Notification Preferences.
  • Click SMS next to any of the Incident or Change Request notification or Click on 'Edit Mobile Number'.
  • Select the country code and enter 10 digit mobile number in  'Mobile Verification dialog'. Users mobile number auto populates  if it already exist in user profile.

  • Click 'Send Verification Code'.
  • A 6 digit code will be sent to the mobile phone number provided. If 6 digit code is not received within a few minutes, click Resend Code.
  • Enter the 6 digit code to Verify Mobile Number in the dialog box.

  • Click Verify.
  • If the verification is successful, user can start opting in for SMS notiifcations. 

 

 

Incident notifications
Based on events and priority level, users listed in specific fields on the incident record receive email notifications. If the incident is related to a mass outage or maintenance window, refer to the "Key contact notifications" section of this article.
EventPriorityRecipients Notified
Incident createdAll
  • User specified in Caller
  • User or users specified in Watch list
Incident assignedAll
  • User specified in Assigned To
  • Group specified in Assignment Group
Additional Comments field updatedP1
  • User specified in Assigned To
  • User specified in Caller
  • User or users specified in Watch list

    

Key contact notifications
In addition to the users designated for notification of events related to individual incidents, HI uses the following general key contacts listed on the company record. HI automatically adds these key contacts to the specified list of users to receive notifications for some events. If there is no user specified for an individual incident, a key contact is notified as described below.
Company ContactNotified About
Primary Support Contact
  • Mass outage or maintenance window-the primary support contact is added to the Caller field on any related incidents for the company and is notified.
  • New incident for the company. If the Caller field on the incident record is empty, the primary support contact is added to the Caller field on the incident and is notified.
  • New clone request. When a change is created for a System Clone, the primary support contact is added to the watch list on the change request and notified.
Secondary Support Contact
  • Mass outage or maintenance window.
    • The secondary support contact is added to the Watch list field on any related incidents for the company and is notified.
    • If no primary support contact is listed for the company, the secondary support contact is added to the Caller field on any related incidents for the company and is notified.
  • New incident for the company. If the Caller field on the incident record is empty and no primary support contact is listed for the company, then the secondary support contact is added to the Caller field on the incident and is notified.
  • New clone request. When a change is created for a System Clone, the secondary support contact is added to the watch list on the change request and notified.
Primary Technical Contact
  • Mass outage or maintenance window-the primary technical contact is added to the Watch list field on any related incidents for the company and is notified.
  • New instance provisioned. The primary technical contact is notified.
Secondary Technical Contact
  • Mass outage or maintenance window-the secondary technical contact is added to the Watch list field on any related incidents for the company and is notified.
  • New instance provisioned. The secondary technical contact is notified.
Primary Business Contact
  • Receives welcome email for new instance provisioned (only if there is at least one customer_admin).
  • Receives welcome email for new TPP instances (only if there is no customer_admin).
  • Receives welcome email for new TPP instances (only if there is no customer_admin).
  • Receives instance retire notification.
Secondary Business Contact
  • Receives instance retire notification.
Security Contact
  • Receives notifications about security-related issues.
Users listed in the Communication field for a company
  • Patches, auto-upgrades, and upgrade notifications. 
Users listed in the  Notifications field for a company

 

  • Auto-upgrades, upgrade notifications, all incidents opened and incidents updated with comments. 
Customer Administrator
  • Dormant User report. When a HI user becomes dormant (has not logged in to HI in 180 days), customer administrators receive a report listing all users that have gone dormant. Reports are sent as part of a scheduled job - sending every Sunday night.  A subsequent report is sent 2 weeks later.
  • Customer administrator role requests. When a HI user requests the customer administrator role, notifications are sent to all existing customer administrators. From the notification message, customer administrators can view, approve, and reject the request. 

 For the steps to specify contacts, see Managing Company Contacts

Article Information

Last Updated:2017-12-12 17:38:47
Published:2017-12-13