Legacy platform

Manage alerts

Users might want to view the details such as the date when an alerts were raised, type of alert, alert status, and the follow-up date for a particular order. In such situations, users must be able to view and modify an alert.

Solution

The following section describes APIs, user exits, services, and other components.

The user can do a search for an alert and access the Manage Alerts screen. The getExceptionDetails API is called to display the details of the alert.

A set of fields and the APIs called to retrieve the relevant information are described in the following list:

  • Alert Status: The values in this list are displayed by the getCommonCodeList API.
  • Assigned to Queue: The values in this list are populated by the getQueueList API. When the user selects a different queue from the list, the assignException API assigns the alert to the queue. Associating an alert with a queue ensures that all users in the organization who are subscribed to that queue have access to the alert.
  • Assigned to User: The values in this list are populated by the getUserList API. When a different user is selected from the list, the assignException API assigns the alert to the user. Associating an alert with a user assumes that the selected user is responsible to resolve the alert.

When the user modifies an alert and updates the alert. The changeException API is called to save and display the changes.

The resolveException API is called when the user resolves and closes an alert.

The Alert Details tab dynamically displays the information that the user requires to resolve the alert. For example, if the alert is of type "Verify Address", the user must know the customer's address, phone number, and customer name. However, for an "Order Cancel" alert, the user must know the products that were canceled. The alert type and the alert detail attributes are considered to determine the panel to be displayed for the current alert.

If the alert details are available as XML data, a panel is created based on the alert type. These panels call more APIs required to display the relevant information. If the alert details are not available as XML data or the alert type does not have a corresponding panel, a text field displays the value of the alert detail attribute. The following types of alert detail panels are displayed:
  • Order Cancel Alert: An order can be canceled for several reasons. In any case, the user must view the details and inform the customer when automatic notification is not sent because the customer's email address is not available. When an order is canceled, an alert of type YCD_ORDER_CANCEL_NOTICE is raised. The getCompleteOrderDetails API is called to retrieve the customer name and phone number that are associated with the order that is canceled. The canceled order number is displayed as a link that the user can click to view the order details.
  • Verify Address Alert: To ensure that the address on an order is accurate and the one where the customer wants the order to be shipped or billed, an alert of type YCD_VERIFY_ADDRESS is raised for unverified addresses. The getCompleteOrderDetails API is called to retrieve the customer name and phone number that are associated with the order that contains the unverified addresses. Each unique unverified address on the order is displayed in its own panel. The getPersonInfoListForOrder API is called to retrieve the unverified addresses.
  • Fraud Check Alert: When an order is associated with information that is suspicious, an alert of type YCD_FRAUD_CHECK is raised.
  • Duplicate Order Alert: Sometimes a user might create a duplicate order by mistake. In such cases, an alert of type YCD_DUPLICATE_ORDER is raised.
  • Payment Failure Alert: When the system is unable to authorize or collect the money from the specified payment method, an alert of typeYCD_PAYMENT_FAILURE is raised. An agent generates these alerts and provides the failure details like the payment type and a failure message. Based on the payment type, an appropriate message is displayed. A link to the Change Payment Method screen is provided to allow the user to change the payment information appropriately. When the clicks the Change Payment Method link, the getCompleteOrderDetails API is called to retrieve the payment methods on the order.
  • Price Match Alert: If a price match is not allowed because of non-compliance with No Hassle criteria, the price match is placed in Pending status, and an alert is raised. The managePriceMatch API is called to create a price match record. The createException API is used to create an alert of the type YCD_PRICE_MATCH. In the alert details, a link to view the price match details is displayed.
  • Fulfillment Delay Alert: When products in an order cannot be shipped by the promised date, a delay alert of type YCD_FTC_NOTIFICATION is raised. The getCompleteOrderDetails API is called to retrieve the customer name, phone number, email address that is associated with the delayed order.

The existing notes on an alert are retrieved from the InboxNotes element of the getExceptionDetails API.

When the user adds a note, the changeException API is called to save the note to the alert. If the alert is associated with an order, return, or customer, the user can copy the alert notes to that entity. When the user selects this option and saves the changes, the changeException API is called to save the note to the alert and then the relevant entity is updated. For example, if an alert is associated with an order and the user chooses to copy the alert notes to the associated order, a flag is set in the changeException API to indicate that changeOrder API must be called to save the notes to the order. Similarly, notes are saved to the customer by calling the manageCustomer API.

Implementation

The following section describes the rules that you must configure.

  • Viewing alert details is a permission-controlled task. You can launch this task only if you belong to a user group that is assigned the necessary permissions. For information about assigning resource permissions to a user group, see the Administering user group permissions.
  • You must configure alerts in the Applications Manager to use the alert search feature appropriately. For more information, see the Configuring alerts.
  • Viewing the price match details from alerts is a permission-controlled task. For more information, see the Administering user group permissions.

End-user impact

Users can view, modify, and resolve alerts conveniently.