Alert Details
The Alert Details provide essential information about different states and relevant data related to alerts. This article aims to help you understand the various components presented in the Alert Details section, including states, dates, service points, satisfaction rates, and user information.
Status: The “Status” field indicates the current state of the alert. Several possible states are as follows:
- To Solve
- To Read
- Open
- On Hold
- Solved
- Closed
Date and Time: The “Date” and “Time” fields display when the alert was generated. This information helps track the timeline of the alert and its progression.
Point of Service: The “Point of Service” field identifies the location or specific service associated with the alert. This detail helps categorize and process alerts efficiently.
Alert Issued Since: “Alert Issued Since” provides an overview of the duration during which the alert has been active. This specifies how long the alert has remained unresolved, providing context for the urgency of the situation.
Alert Issued For: This field describes the duration for which the alert is applicable. It indicates whether the alert is relevant for a period of years, months, or days. Understanding the period helps assess the historical context of the alert.
General Satisfaction: The “General Satisfaction” rating provides a measure of user satisfaction. This rating is presented as a percentage out of 100 and reflects the user’s contentment with the alert’s resolution or management.
User Information (Confidential): If user information is visible and accessible, the following details may be present:
- First Name: The user’s first name is displayed to personalize interactions.
- Last Name: The user’s last name provides additional identification.
- Email: The user’s email address is included for communication purposes.
- Phone: The user’s phone number is provided to facilitate direct contact.
Alert Status
Alert states provide information about the current state of an alert. They help track its progression from identification to resolution.
To Read: The “To Read” state indicates that an alert has been received but not yet read. This state can only be changed to “Marked as Read.” Once marked as read, the alert can move to other states.
To Resolve and Its Options: To advance the alert’s state, it must be listed as “To Resolve.” This state offers the following options:
- Open: Indicates that the alert is being processed and worked on
- On Hold: Suggests that the alert’s resolution is temporarily paused.
- Mark as Solved: Indicates that the alert has been successfully resolved.
- Mark as Closed: Indicates that the alert has been fully processed and concluded.
Forward: This option is located alone at the top right of the screen next to the PDF download button. The forwarded alert, along with the updated status and comments, will then be available at the headquarters for review and action.
Status Comments: Each chosen status listed above allows the addition of comments. Comments provide context, updates, and additional information about the alert’s progression.
History
The Alert Status History is a valuable tool that provides a comprehensive view of an alert’s journey through different states.
Accessing Alert Status History: To access the Alert Status History for a specific alert, follow these steps:
- Locate the alert you want to view the history for.
- Find the “Alert Status History” section associated with the alert.
Understanding History Chronology: The Alert Status History displays the sequence of states an alert has gone through. It offers insights into the alert’s lifecycle, including associated changes, submissions, and comments.
Components of Alert Status History:
- Status: Each entry in the history represents a change in the alert’s state.
- Date: The date and time of the state change are displayed. User: The person responsible for submitting the state change is indicated.
- User: The person responsible for submitting the state change is indicated.
- Comment: A comment or note can be attached to the state change, providing context and details.
PDF Download
This feature allows you to save and share a printable document containing survey responses for archival or sharing purposes.
- Select the Download PDF button at the top right of the screen.