SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Creating New Events

To add a new agent-level event, click the settings icon. Then expand the My Settings folder, click My Events in the navigation pane toolbar and then click New in the content pane toolbar.

To add a new system-level event, click the settings icon. Then expand the System Settings folder, click System Events in the navigation pane and then click New in the content pane toolbar. Notes: Only administrators can add system-level events.

This will open a new event window with the following fields:

  • Name - The friendly name of the event.
  • Category - The feature to which the event pertains (Tickets, Survey, Who's On, etc.)
  • Type - Based on the Category, what happens that will cause the event to fire.

After completing the fields in the new event window, the following tabs will load in the content pane:

Conditions

Use this tab to edit the following settings:

  • Name - The name of the event.
  • Event Group - The folder in which the event is saved.
  • Event Type - The event that triggers the action.

Depending on the event category and type selected, different event action criteria will be available. For more information on the various event action criterions, see the corresponding event category page of the online help.

Actions

If the actions tab is blank, click Add Action to edit the following settings:

  • Action - The action that occurs when an event is triggered.
  • Maximum Frequency - To specify how frequently the action is performed, select the appropriate option from the list.

Other options may be available depending on the event category chosen.

Manual Events

Manual events allow agents and managers to add multiple actions to a single event, then trigger the event whenever they want versus waiting for the system to execute them automatically. For example, agents may want to transfer a ticket to another department, send a canned reply to the customer, adjust the custom fields in preparation to track the ticket, and SMS the agent that will receive the transferred ticket. Instead of the agent having to perform all of these actions separately, manual events can make all this happen with just one click.