KorTerra Ticket Management - Emergency Notification Maintenance, Creating a New Emergency Notification Group, and Adding Notifications

Navigating to Emergency Notification Maintenance

1. Log into KorTerra Ticket Management

2. Click on Maintenance on the left side of the screen (icon with three little gears)

3. Click on Messaging (Note you may not see all of the options listed in the screenshot)

4. Click on Notification (Note you may not see all of the options listed in the screenshot)

Creating a new Emergency Notification Group

1. Click on the green "+ Add New Message GROUP" button

2. In the "Add Message Group" window that appears, enter the name of the message group you want to create. The group name cannot be changed so make sure it is meaningful.

3. Select the One Call Center(s), Member Code(s), and/or Zone(s) you want to tie to this new message group. These are the rules that determine whether or not a ticket is going to land in this message group. Keep in mind that the structure in which emergency notification group rules follow those tied to Zones first, then Member Codes, and lastly One Call Centers (OCCs), so if you select options from more than one drop-down list, the member code rules will take precedence over the OCC rules, and the Zone rules will overwrite both member code AND OCC rules other rules. 

i. Zones will be helpful if you categorize this message group by a geographic region or rule-based ticket data condition (This is the most detailed option.).

ii. Member codes will be helpful if you are categorizing this message group by the tickets' member/CDC/station codes.

iii. OCC will be helpful if you categorize this message group by the call centers from which your tickets come in (This is the least detailed option.).

4. Click the blue Save button after selecting the Zone, Member Code, and/or OCC conditions you want to associate with this new emergency notification group.

5. After the group has been created, click on the newly created group in the list of existing emergency notification groups on the left side of the screen in Notification Maintenance. It should return the screen below:

The group is blank, without any email addresses, cell phone numbers, or schedule to tie to it yet; however, we will now begin to fill that out.

6. Click on the green "+ Notification Schedule" button in the top-right of the "Notification Schedules for..." the group you're working on.

7. This brings up the "Add Notification Schedule" window. The first item to select is the Schedule from the Schedule drop-down (Note: by default, there should be an EVERYDAY 0:00 - 24:00, which will be available to send a notification to any configured email address or phone number 24/7. For the creation of specific schedules, see our Schedule Maintenace documentation found here). Then select the TPL File template. By default, there should only be one option available, standard_emergency.tpl. Select the template of your choosing. Lastly, enter the email addresses and phone numbers into the "Emails" section of the "Add Notification Schedule" maintenance. Type in the email address(s) or phone number(s) of your choosing one at a time and click the green "+" button to add each to the list of recipients (For text message notifications, enter the 10-digit phone number (no spaces) and @sms.clicksend.com (for example, 9525225225@sms.clicksend.com)). Once the schedule and notifications have been populated you should have something similar to the following:

Click the blue "Save" button.

The new schedule and notifications should now be in place for the newly created group (see the example below):