Overview
An event trigger is a condition, or set of conditions, that the system looks for in order to initiate an event.
Some of the ways events can be triggered are:
- by a user performing an action in Cumulus
- by a record undergoing a transition from one status to another
- by a record crossing over a defined threshold of some nature.
An example is a user activates a service, or creates a service desk ticket on behalf of a customer. Both these activities can trigger off notifications to the end users.
Another example is event whose conditions are met without any user-interaction at all. These are known as polled events and are triggered by way of circumstances rather user-based activities. Emersion's software architecture includes a number of event pollers. Pollers are pieces of software whose job is to scan the system looking for conditions that will trigger these type of events. When the poller finds a positive match, it triggers the event automatically.
Event Thresholds
Some events support trigger thresholds that can be customised by Emersion on behalf of service providers. This creates an additional layer of flexibility that enables service providers to customise events. For example, the Invoice Overdue event (event type id: 7) is provided to all service providers as part of the Standard Events List suite. Emersion will, by default, create 3 system event mappings, each with different thresholds:
- Invoice Overdue - 3 days - triggered when an invoice is overdue by 3 days.
- Invoice Overdue - 7 days - triggered when an invoice is overdue by 7 days.
- Invoice Overdue - 14 days - triggered when an invoice is overdue by 14 days.
Service providers are welcome to request Emersion provide different thresholds where the event supports them. To request an additional event mapping with custom thresholds, please create a QR ticket with Emersion Sales. Additional costs will apply for additional event mappings with custom thresholds.
Most events are automated and do not support custom thresholds. These come with a single trigger. Some event triggers require some explicit, detailed input to ensure that the custom functionality required is implemented correctly. In these cases, Emersion will work with you on your specific needs.
Configuring Event Thresholds?
Service Providers should first run the System Event Mapping Report (id: 1080) to view system event mappings and their associated thresholds that are currently in use. This will help determine any gap in your requirements by providing visibility into the thresholds your event mappings are configured with.
Thresholds for events are set up by Emersion. Once you have understood what additional events require new thresholds, please document these in detail and submit the request to Emersion via the Emersion Support Portal as a QR ticket. Additional mappings require payment of additional fees.
Most events are automated and do not support custom thresholds. These come with a single trigger. Some event triggers require some explicit, detailed input to ensure that the custom functionality required is implemented correctly. In these cases, Emersion will work with you on your specific needs.