Clicking Campus Tools, Helpdesk, Administrator Tools Utilities, Helpdesk Messaging System Early Warning Messages allows you to set up to three early warning messages. To activate use of these warning messages, click Campus Tools, Helpdesk, Administrator Tools Utilities, Helpdesk Messaging System Auto Alert Preferences.
Early warning messages can be used to remind helpdesk workers of impending due dates for unclosed tickets. For example, you could send early warning messages to notify workers that a ticket is expected to be closed within 7 days, 3 days, and 1 day.
On this screen, you can do the following:
By default, CNAV assumes that you wish to apply these actions to active messages. To edit or delete inactive messages, click Edit Inactives to list the inactive early warning messages.
Adding a new early warning message
To add a new early warning message, click New. CNAV displays the Early Warning Messages edit screen. Enter the amount of time before the ticket due date at which you want this early warning message to be sent. Then, enter the message text to be sent and click Submit.
Editing an existing early warning message
To edit an existing early warning message, click the Edit icon next to the message to be changed. You can also Edit Selected messages or Edit All messages. CNAV displays the Early Warning Messages edit screen. On this screen, you can change the following fields:
Warning time: Use the provided drop-down lists to select the amount of time before the ticket due date at which you want this early warning message to be sent.
Early warning message: Make any desired changes to the message text.
Activate?: Untick this checkbox to make this early warning message inactive. (By default, all newly-created early warning messages are set to Active.)
After making all desired changes, click Submit.
Deleting an existing early warning message
To delete an existing early warning message, click the Delete icon next to the message to be removed. You can also Delete Selected messages or Delete All messages. CNAV will ask you to confirm the deletion. Click OK.