Email and Notifications Rule

There are two types of Notifications in MyRBQM:

• UI Notifications are records visible in the list in the User Interface.
• Some periodic emails (they are missed notification emails of different periodicity) contain information about notifications, but they don’t appear at the same time as UI Notifications. They are sent much later and contain information about only unseen (not browsed) UI Notifications.

UI Notifications:

UI Notifications (bell icon) Lifecycle:

Notification is marked as seen only if a recipient opens the list of notifications containing that notification in MyRBQM® Portal User Interface.

Designee can be a user or a group (all users in that group). Ticket subscribers by default include a ticket designee and a ticket creator (if that creator is a user and not the system). They also may include users who subscribed after the ticket was created.

UI Notification is created immediately if:

• A ticket action is activated/reviewed/closed - for its designee & associated ticket subscribers
• A ticket action is created/deleted - for subscribers of the associated ticket
• A user is subscribed/unsubscribed to a ticket - to the subscribed user
• A ticket is created - for a designee
• A ticket is activated/closed - for subscribers of the ticket
• For a ticket's Root Cause Analysis is created/closed/reopened - for subscribers of the ticket
• A ticket is assigned - to a new assignee (another name - a new designee & ticket subscribers)

Emails:

List of all emails in the MyRBQM® Portal:

• The Daily Missed Notifications (ticket/ticket actions) email is sent every day at *Daily. Parameters: “threshold”: 20, “cap”: 40. That means:
  • If a number of missed Notifications (ticket/ticket actions) is less than “threshold”, the email template used is "MissedNotificationsMail".
  • If a number of missed notifications (ticket/ticket actions) is less than “cap”, more than “threshold”, the email template used is "MissedNotificationsShortMail".
  • If a number of missed notifications (ticket/ticket actions)i s more than “cap”, the email template used is “Capped Missed Notifications Email” and then there is just “cap” number notifications in the email.

NOTE: Missed Notifications emails are sent to a user who is subscribed to notification emails in their user profile and is the recipient of a certain notification.

Threshold and cap details:

• The Weekly Missed Notifications (ticket/ticket actions) Email is sent at Weekly. Parameters: threshold: 40, cap: 60.
• The Monthly Missed Notifications (ticket/ticket actions) Email is sent at at Monthly. Parameters: threshold: 60, cap: 80.

Other special emails:

• The Notifications Email about unconfirmed users is sent every Week.
• The periodic New Users Email is sent every Week.
• There are also Fatal Logs, Log Collection Overview, and Error Queue emails for Admins.
• User Account Emails sent immediately to a user owning an account (or invited person).

On user information emails:

• Onset user password by somebody else than the user
• On reset user password
• On update user profile by somebody else than the user
• On new user invited to the company
• On new user invited to MyRBQM® Portal
• On new user reinvited to MyRBQM® Portal

NOTE: Emails configured at study level are changed for that concrete study only.

Warning emails about due ticket actions are sent Weekly. It is sent to the action designee (which is user or group) and CC (only for overdue): to the notified group, which is by default sys Admins.

Ticket Action is considered due if it is marked due in the next 7 days.

Warning emails about overdue ticket actions are sent every day (Daily). Recipients are the same as for due ticket actions. Ticket action is considered overdue if it is marked due more than 24 hours ago. Due/overdue ticket action emails include the actions which are respectively due/overdue right at the moment of sending.