Generating Incidents

You can define incidents if you have administrator rights. They define the criteria that used to determine which customers should be contacted and how, and enter data such as the time period, frequency and a message for the corresponding rep.

To define an incident:

1. Select (Collaboration) > Incident Definitions.
2. Click on Start Search.
3. Click on (New).
4. Enter the following data:

   

   • Name of the incident
   • Starts at: The time at which the incidents should be generated (if a large number of incidents are likely to be generated, schedule them for the night to reduce the impact on the system’s performance)
   • Repetition Frequency and Repetition Unit: Determines the frequency with which incidents should be generated.
     Note: Duplicate incidents are not generated for recurring incidents; if an incident already exists for a customer, no new incident is generated.
   • Description: Description of the incident including instructions
   • Query: Select a query used to return customers for which incidents should be generated.
     Note: The default version of Aurea CRM web includes a query for customers whose birthday is during the current week (TE_Incident_Birthday). You can use this query to generate incidents. You can also define additional queries, >> Queries.
   • Mandatory: Indicates whether the incident is mandatory.
   • Expiration (d): Used to calculate the end date of the generated incidents; the incident expires after this number of days.
   • Valid from, Valid until: Define the time period over which incidents are generated based on this incident definition.
5. Enable the Valid check box to determine that the incident definition is currently active. Incidents are only generated if this check box is enabled.
6. Save the record.

   Initial incidents are generated upon saving the record. From then on, incidents are generated automatically by CRM.server in the specified interval and for the duration of the validity period.

   The related person’s account manager is automatically entered in the Responsible field of the incident.

   If an incident already exists for a person generated using the same query, a new incident is not added.

Your administrator can determine that incidents that are open, are not mandatory and have expired (the date in the Ends on field is in the past) are automatically set to "Missed". For more information, refer to the technical documentation.