Create Community Based Events

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack's event-driven architecture gives System Administrators, Managers and Agents the ability to be notified when an event occurs in the system.  For example, a Manager can use the events system to automatically receive a notification when a Community thread needs to be moderated.

Most commonly, Administrators and Agents use this feature to receive an email notification when abuse has been reported in the Community. Although the steps below show you how to create the most commonly used Community event, the procedure is similar for the other Community events.

Creating Agent-level Community Events
To create an Agent-level community event that sends an email when abuse is reported in the Community, follow these steps:

  1. Log into the SmarterTrack management interface as an Agent.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the My Settings header click on My Events.
  4. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Community from the list.
  7. In the Type field, select New Reported Abuse from the list.
  8. Click OK.
  9. On the Conditions tab, configure any specific conditions your event should meet.
  10. Click the Actions tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Community Events page in the SmarterTrack Online Help.

Creating System-level Community Events
To create a system-level Community event that send an email when abuse is reported in the Community, follow these steps:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header click on Events.
  4. Ensure the Global tab is selected.
  5. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  6. In the Name field, type a name for the event.
  7. In the Category field, select Community from the list.
  8. In the Type field, select New Reported Abuse from the list.
  9. Click OK.
  10. On the Conditions tab, configure any specific conditions your event should meet.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. Click Save.

 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

Add Feedback