Avaya Support Web Tips and Troubleshooting: Service Request Alerts and Notifications

Doc ID    PRCS100273
Version:    18.0
Status:    Published
Published date:    23 Mar 2023
Created Date:    02 May 2012
Author:   
WENDY ERICKSON
 

Abstract

Avaya Global Services is providing customers and channel partners the ability to sign up to receive proactive notifications with up-to-date status information on trouble tickets and service requests related to your Avaya communication solutions. Alerts will be sent via email and other text enabled communication devices at no additional cost to you.

By signing up to receive Service Request Alerts, you and your staff will be informed as to progress that has been made and steps that have been taken to resolve your system problems. You no longer need to call in since you will receive a proactive notice on your ticket or alarm. If you elect to receive Service Request Alert updates, you will receive an email that will provide you a link to the Avaya Support Site where you can view additional case details.

Through the Service Request Alert site, you will have the ability to customize who within your business receives notifications, what type of updates that they should receive and the hours that notifications will be sent. You will have the option to receive notifications for Product Alarms and/or Service Requests and for Minors and/or Majors. You may also elect to receive a notification when a ticket or service request is: created, closed, or when certain updates have occurred such as a change of case description, dispatch occurs, part is on order, case notes have been updated, etc..

If you are looking for an guide on how to set up eNotifications, please refer to article:  PRCS100274  https://support.avaya.com/kb/index?page=content&id=PRCS100274

 

Body

Service Request Status Alerts

  • The Service Request Status Alerts interface is available off the Avaya Support Portal website (Note: This section is only accessible to registered Avaya customers and business partners with an SSO login)
  • Go to: https://support.avaya.com; login
  • Scroll to the bottom of the screen under ALERTS & REPORTS
  • Select Service Request Alerts

  • This will bring you to the main interface page for Case Status Alerts

  • Select  Create an Alert from the Case Status Alerts Menu on the left-hand side of the screen

  • Although other parameters are listed, for SR Alerts, you should select the Case Events to Monitor
  • Select your parameters by choosing  from they events listed:

  • Select your Contact Options to specify how you would like to be notified of these case status alerts

  • Set you Case Alert Notification Schedule

  • You can name your alert for easier management

  • You can also choose to get notified anytime a ticket is opened by setting up Case Alerts against specific Sold-To's.  This will provide you notification around tickets you do not own, but are opened against the Sold-To
  •  When you select the “Sold To” option, and select Submit, the list of Sold Tos associated to your SSO login account will be displayed.

  

  • This will then bring up a list of Sold-To numbers that you can select for Alerts

 

  • You can select ALL Sold Tos by using the Select All button
  • You can hand-pick sold to’s by using the check box
  • You can search for Sold To IDs or Names by entering partial strings and select Search
  • Follow the parameter setting as per the previous slides

Attachment Description

This attachment is a PowerPoint version of the Knowledge Article and can be shared

Attachment File

Managing_Notifications_from_the_Support_Portal.pptx
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Attachment File

case_status_alerts_user_guide_20170720.pdf
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