Incident notifications are crucial for proactive issue management. Documenting problems and their root causes enhances detection and prevention capabilities. Timely stakeholder updates promote transparency, ensuring consistent organisational responses.
Configuring Incident Notifications and Notification Groups involves a complex process, typically managed by ComplyFlow to ensure precise and timely alerts. You can reach us at support@complyflow.com.au.
Send the Initial Incident Notification
This guide will show you how to manually send a notification when creating an Incident.
1. To initiate a preliminary email notification, enter the available incident details and scroll down to select Notify. Some users may need to select Finish (the notify option is also available when ‘submitting’ an incident).
You can hide the Notify button in Incident Settings. To do this, navigate to Incident Settings, search for "Hide the Notify Button," and check the box.
To manage this feature, you need the Create, Edit, and Manage Incidents (Incident Admin & Incident RW) permission.
Note that the Notify button's initial notification can only be sent once.
2. When you select the Notify or Finish button, a pop-up will appear, displaying the Notification Manager(s) and Triggered Notification Groups based on the responses you provided during incident creation.
a. You can add up to ten additional email addresses to the initial Incident Notification without adding them to the Triggered Notification Group.
Email alerts won't be duplicated if the manually entered email address matches a Staff User within the Notification Group in ComplyFlow.
Additionally, the login link has been removed for recipients without Create & View Incidents (Incident R) permissions.
b. You can add comments before sending the notification.
c. You can also include PDF Reports with the notifications. For more information on how to do this, refer to this article: Sending Incident Notifications with PDF Report
3. After selecting Send, the Notify button will change to Notified.
4. The Incident Notification will be sent to the Users in the Notification Group, including any external email addresses that have been added, allowing them to view the Incident information.
Forwarding Incident Notifications (Notification Manager)
ComplyFlow enables Notification Managers to forward incident notifications to relevant stakeholders efficiently.
If you are the Notification Manager, the notification you receive contains links to both Open and Edit and Forward actions. You have the option to edit it or forward it to other individuals subscribed to a different Notification Group.
1. In case modifications are necessary, select the Open and Edit link.
2. If no changes are necessary, select the Forward link, which will take you to the Forward Alert confirmation page.
3. Select additional Notification Groups (if needed), add comments, and attach additional documents.
4. Select Forward Alert to send the Incident to the members of the selected Notification Group. They will receive incident details and a direct link to the incident record within ComplyFlow.
Watch this video for reference: Internal Notifications