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Notification Groups

Definition of Terms:

Notification Group - is the entity which contains your on-call team members. You can configure Notification Groups from the Monitor & Notify -> Notification Groups menu.

Notification user - A user that can be manually added, imported from your PSA or from MSP Process users. If a schedule is assigned to the user, it will only send notifications to that user during the schedule assigned. 

Scheduler - mathematic formula, which has start and end period (not more than one year length) and describes time and date of availability.

 

Creating a Notification Group

Name your new group and press “Confirm” button. You could select MS Teams connection if needed. MS Teams notifications will be delivered independent on users’s schedulers rules.

 

Creating a Notification User

After pressing “Edit” on the notification groups list, you will be available to edit group name, adjust the MS Teams connection and configure notification users.

  • New group - Add new user

  • From PSA user - clone user information from PSA (integration connection required)

  • From MSP Process - clone user information from your tenant user

 

A Notification User is independent entity. In case you clone from PSA or MSP Process user, after changing phone, email or name on PSA (system) side, notification user remains stable.

 

After creating a Notification User the Admin has to setup a Schedule for the Notification User. There could be several rules for a single Notification User.

Creating On-Call Schedules for A Notification User

To describe schedule ruse formula, admin should set name, color, rule range (start, end, but not more than 1 year), rest of configurations are optional. Admin could use “Test” button to see the result of configuration.

Examples

  1. User is on call every working day from 9:00AM till 12:00AM

  • set range from and to

  • set working hours

  • unselect weekend days

  1. User is on-call 1 day on/2 days off from 12:00PM till 12:00AM (one day oncall, 2 off)

  • set range from and to

  • set working hours

  • set repeat period with start (today, repeat every 3 days - 1works 2 off, period length 1 day - working day)

if Repear Every field is equal to 1 - no periods calculated and rule applies for each day

  1. User is on call every second week from Monday till Friday from 9:00AM to 4:00PM

  • set range from and to

  • set working hours

  • set repeat period (weeks) with start (Monday of todays week, repeat every 2 weeks - 1works 1 off, period lenght 1 week - working day)

  • disable Sun and Sat

  1. User works ewery working day from 9:00AM till 6:00PM with a lunch from 12:00PM till 1:00PM

  • create two different rules - one before lunch and one after

  1. User works every third night from 9:00PM till 9:00AM and then have 2 days off

In this case admin has to create two rules (one before midnight and one after) with a repeat period 4 days and perion 1 day

because in fact user has a “gap” of 3 days between periods, but working hours will be 1 night at work - 2 at home.