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    wMobile Notification Services

    By Daniel Ciobanu • July 9th, 2015
    Audiences: Administrators

    Overview

    wMobile Notification Services is a framework that enables the system to react to the occurrence of particular events in different components by executing user related notification actions.

    Basically, it will allow the users of the system to be notified by Email, SMS or other means when an event occurs as consequence of interaction flow or as consequence of time flow.

    The notification process is rule based and it can be customized as needed from the wMobile Manager Console. For each type of event defined by the system (PendingActivityAdded, ActivityCompleted, AlarmExpired, etc.), there are rules that determine what actions will be taken.

    The Notification Services will allow wMobile users to receive activity related email notifications generated when Notify via Email or RSVP checkboxes are checked during activity creation or update flow. Also, support for alarm notifications is provided, if enabled from Manager Console.

    Activity Notifications

    In this section we’ll show how activity notifications work for both single activities and activity series. Initially, we’ll focus on two types of notifications for each case:

    1. Notify via Email – occurs when the Notify via Email check box is checked when scheduling or updating an activity. In this case the assignee user(s) will be notified when other users schedule or modify the activity he/she has been assigned for.

      Figure 1
    2. RSVP notifications – occur when Auto-generate RSVP check box is checked and a user will complete or delete the specified activity. In this case, the user that created the activity will be notified when somebody else completes or deletes the activity.

      Figure 2

    Single Activity Notifications

    In this section we’ll see how email notifications are sent when users are creating, changing, deleting or completing individual activities.

    Notify via Email

    We’ll see how notifications are sent to the assigned user, if he/she is different than the creator, when an activity is scheduled. The assigned user will receive also a change notification if somebody else is changing the activity.

    Let’s see a concrete scenario for each situation mentioned above.

    Notify via email – Schedule Activity

    Scheduling User: MASTER (wmobile10@mail.localhost)
    Assigned User: USER1 (wmobile1@mail.localhost)

    Figure 3

    After we schedule the activity, USER1 (wmobile1@mail.localhost) will receive the following email:

    Figure 4

    So, USER1 will be notified that an activity has been scheduled and assigned to him.

    Notify via email – Change Activity

    Modifying User: MASTER
    Assigned User: USER1 (wmobile1@mail.localhost)

    Figure 5

    After the activity, is saved, USER1 (wmobile1@mail.localhost) will receive the email below:

    Figure 6

    So, USER1 will be notified that the activity assigned to him has been changed.

    RSVP notifications

    With RSVP the creator will be notified about activity completion and deletion, if those actions have been performed by another user.

    RSVP – Complete Activity

    Scheduling User: USER1 (wmobile1@mail.localhost )
    Completing User: USER2 (wmobile2@mail.localhost )

    Figure 7

    USER1 creates an activity and assign it to USER2. Next, when USER 2 completes the activity, USER1 will be notified about that action.

    Figure 8

    Figure 9

    So, USER1 has been notified that USER2 has completed the activity.

    Let’s consider now the case when the activity is deleted.

    RSVP – Complete Activity

    Scheduling User: USER1
    Deletion User: USER2

    The first part of this scenario is similar to the activity completion scenario above. USER1 schedules an activity for USER2.

    Figure 10

     

    Next, USER2 will delete the activity and USER1 will be notified about that action by email as you can see below:

    Figure 11
          

     

    Next, we’ll see how notifications work for activity series.

    Activity Series Notification

    In this section we’ll see how email notifications are sent when users are creating, changing, or deleting activity series. There are two types of series we’ll use in the scenarios below:

    1. Multiple activities series – that is created when an activity is scheduled to multiple users/contacts.
    2. Recurring activity series – that is created when recurring activities are created.

    Notify via Email

    Notify via Email – Schedule new multiple activities series

    In this scenario we’ll schedule an appointment to a filter and will set MASTER user as primary user and another two users, USER1 and USER2 as additional users as you can see in the figures below:

    Figure 12

     

    Figure 13

    After activity is scheduled, both USER1 and USER2 will receive a notification about the newly created activity series. MASTER user will not receive such an email because he is the creator.

    USER1 receives an email that contains information about activity series:

    Figure 14

     

    USER2 also receives an email that contains information about the activity series:

    Figure 15

    Notify via Email – Change multiple activities series

    In this scenario we’ll consider that we have an activity series created like above, and the creator, MASTER user in this case, changes the notes for all activities in the series. The other users, respectively USER1 and USER2, we’ll receive an email like below after the series has been changed.

    Figure 16

     

    Figure 17

     

    Notify via Email – Schedule/Change recurring activity series

    When scheduling a recurring activity series, the same rules as above apply. The only difference is the email content received by the assigned user as you can see below:

    Figure 18

     

    Figure 19

    RSVP notifications

    For the moment, completing an activity series is not yet supported. We’ll update this article once we’ve added that features. We’ll show below how email notifications are sent when deleting a multiple activity series and a recurring activity series.

    RSVP – Delete multiple activity series

    Figure 20

     

    RSVP – Delete recurring activity series

    In this case the message is similar to the ones related to activity series creation or change.

    Alarm Notifications

    By default, alarm notifications are not enabled in wMobile. If you want to use them, you need to enable them from Manager Console and we’ll show you how to that in the next sections related to notification services configuration.

    Once this behavior is enabled, wMobile will send email notification to the assigned activity user when the alarm expires. Let’s assume that USER1 has an activity scheduled at 5:00 PM with an alarm that is set 10 minutes before.

    wMobile uses background tasks called Event Monitors to trigger time flow related events and send notifications to the appropriate users. In this case, the task is called Alarm Monitor.

    The Alarm Monitor checks each minute for expired alarms and notifies the assigned users.

    Figure 21

    Notification Services Configuration

    Notification Services behavior can be setup or changed from Manager Console. We can enable/disable notification rules or event monitors, we can change the SMTP server settings and manage failed notifications. You can access Notification Services configuration from the manager console as shown below:

               Figure 22

    Email Notification Settings

    The first thing that you will want to set before using Email Notifications is the configuration for the SMTP server that will be used to send email notifications asynchronously.

    Figure 23

    Once you have entered Notification Services configuration, click the Email Settings node in the left tree and enter your SMTP server settings. Then click the Test Settings link to the right and if everything tests ok, click Save.

    Note: All email notifications are sent asynchronously via Email Fetcher service. wMobile users will not have to wait for emails to be sent, this process being transparent for them.

    Notification Rules

    wMobile comes with a set of built-in notification rules that define the actions that will be executed under certain condition, when a specific event is fired. Each notification rule has a description that explains its behavior.

    Figure 24

     

    Notification Monitors

    As we mentioned earlier, wMobile uses some background tasks to fire time flow related events like alarm expiration. These tasks are called Event Monitors and they are running inside wEmailFetcher.

    Currently wMobile deploys an Alarm Monitor that is used to fire alarm expiration events. This monitor is not enabled by default when you install wMobile. If you want alarm notifications in your system, you’ll need to open Notification Services configuration, select Alarm Expired Monitor in the event monitor list and enable it. At the end click the Save link to the right, and click OK when prompted to restart Email Fetcher. The fetcher restart is mandatory in order for Alarm Monitor to run.

    Figure 25

     

    Figure 26

     

     

    Failure Management

    Sometimes, the system will not be able to send email notifications. Maybe the email server is down or is not accessible or the server settings have been changed, but in the end your notifications will not be sent.

    By default, the system will try to send a notification for a specified number of times. Once that number is reached and the notification cannot be sent, it will be moved into a list of Failed Notifications.

    This list is accessible from Manager Console and the notifications can be further managed as follow:

    • They can be reposted in in the notification queue for retry
    • They can be removed from failed notification list

    Figure 27

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    Daniel Ciobanu
    Development Practice Manager at UpCurve Cloud